Vice President of Operations

What is the purpose of this role?

We are seeking a dynamic and results-oriented Vice President of Operations to lead our global hardware Supply Chain, Field Service and Customer Support teams.

What is the role?

This is a critical leadership role responsible for optimizing operational efficiency and execution, enhancing customer satisfaction, and driving strategic growth. As a key member of the Leadership Team, this role will report directly to the CEO. The ideal candidate is a seasoned supply chain executive with experience scaling complex hardware operations, while also empowering lieutenants to deliver world-class service and support.

Who is DOOR?

DOOR (formerly Latch) is unlocking the next era of Building Intelligence. We combine premium hardware, intuitive software, and automated operations into one seamless platform—helping multifamily properties run more efficiently, grow revenue, and deliver smarter, more connected living experiences. From smart access and in-unit automation to building-wide controls, DOOR empowers owners, operators, and property teams to reduce overhead, protect asset value, and stand out in a competitive market.

We believe smarter buildings make life simpler. At DOOR, you’ll help shape a future where buildings anticipate needs, operate effortlessly, and quietly improve life for everyone inside.

What will you do?

Supply Chain Management:

• End-to-End Oversight: Manage the entire supply chain, from demand planning to fulfillment including procurement and inventory management to warehouse management, logistics, and distribution.  Implement strategies to evolve with the current and future tariff environment. 
• Manufacturing & Supplier Strategy: Manage relationships with ODMs/contract manufacturers, negotiate contracts, and establish dual-sourcing strategies to mitigate risk. Drive BOM cost optimization and landed cost reduction while navigating evolving tariff and trade environments.
• Procurement Discipline: Build disciplined purchasing processes, right-size spend, and ensure transparency of supplier commitments. Implement lifecycle purchasing strategies to support new product launches and end-of-life transitions..
• Warehouse & Fulfillment: Oversee warehousing, inbound/outbound logistics, activation/provisioning, inventory management, demand planning, and accuracy of order fulfillment. Ensure warranties and RMAs are processed seamlessly.
• Risk Mitigation: Develop and implement robust risk management plans to address potential supply chain disruptions.
• Data & Analytics: Establish KPIs and dashboards to monitor COGS, landed costs, lead times, inventory turns, and supply continuity.

Technician Service Delivery:

• Operational Excellence: Oversee all aspects of field operations, including onboarding, technical and channel partner training and certification, scheduling, dispatch, and quality control. You will be responsible for managing our network of 2,500+ technicians that support our lines of business including D2C, B2B2C and multifamily smart home installations.  
• Strategic Leadership: Develop and execute a comprehensive strategy for the Technician Service organization to ensure world-class service delivery, efficiency, and profitability.
• Performance Management: Establish and monitor key performance indicators (KPIs) for the field service team, such as fulfillment rates, service level agreements (SLAs), and customer satisfaction scores.
• Team & Network Development: Lead, mentor, and develop a high-performing team of operations support and technicians, as well as being responsible for onboarding new trades to expand our servic