DOOR
Overview
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. 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. 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 service capabilities. Support the growth of the DOOR business: Lead a Field Project Management team responsible for installing our access control and residential locks. Build up the nationwide network to provide coverage in multiple major metropolitan areas. Partner with other service providers in the ecosystem to grow revenue and profitability. Customer Service : Customer-Centric Culture: Champion a culture of exceptional customer service throughout the organization. Support Operations: Oversee the onsite and offshore Customer Service teams, ensuring timely and effective resolution of customer inquiries and issues. Process Improvement: Analyze customer feedback and support data to identify trends and implement process improvements that enhance the overall customer experience. Implement feedback loops with the product and engineering organization to improve product capabilities and performance. Technology & Tools: Evaluate and implement new technologies and tools to improve the efficiency and effectiveness of the Customer Service function. Consolidate customer service tools and reduce total cost of ownership of the organization. Cross-Functional Leadership : Strategic Planning: Collaborate with executive leadership to define and achieve company-wide strategic goals. Budget Management: Understand committed supplier spend and leverage that information to provide accurate and timely cash flow forecasts. Continuous Improvement: Drive a culture of continuous improvement, leveraging data and analytics to identify opportunities for efficiency and quality gains. Reporting: Provide regular, data-driven reports to the executive team on operational performance, challenges, and opportunities. What do you bring to DOOR?
Bachelor\'s degree in Business, Supply Chain, Engineering, Operations Management, or a related field. Masters degree (MBA) is a plus. 10+ years of progressive leadership experience in Operations, with a minimum of 5 years in a senior leadership role (e.g., Director or VP). Proven success in global supply chain management (procurement, manufacturing, logistics, warehouse operations, demand planning). Demonstrated expertise in leading an operations organization with a track record of building, leading, and motivating high-performing teams in various areas, including customer support and field operations. Strong financial acumen and experience with budget management. Excellent communication, interpersonal, and negotiation skills. Ability to think strategically and execute tactically. Experience working in the smart home industry working with hardware, software and installation is a plus. DOOR understands that job requirements sometimes exclude people who identify with historically marginalized groups from applying to jobs for which they are qualified. We encourage you to apply. Benefits
Parental Leave: DOOR provides company-supported parental leave for both primary and non-primary caregivers, along with tiered return-to-work options to support a smooth transition back to the workplace. Flexible Time Off: We offer a flexible time off policy to ensure employees have the opportunity to rest, recharge, and maintain well-being—so they can bring their best selves to work. Flexible Working Days: We support flexible work schedules, empowering employees to structure their workday in a way that best fits their personal and professional lives. Comprehensive Health Coverage: We offer medical, dental, and vision plans with multiple coverage tiers, including the option to enroll domestic partners. Healthcare and flexible spending accounts (FSAs) are available, with employer contributions to help offset costs. Life & AD&D Insurance: DOOR provides employer-paid basic life and accidental death & dismemberment (AD&D) insurance, with the option to purchase additional supplemental coverage. Disability Benefits: We sponsor both short-term and long-term disability coverage, offering financial protection in the event of an illness or injury that prevents you from working. Retirement Planning: Employees are eligible to enroll in a 401(k) Retirement Plan through Vanguard, with flexible contribution options to support long-term financial goals. DOOR Equipment Setup: Employees get a full setup of hardware from our home line of products as well as FREE monitoring. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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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. 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. 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 service capabilities. Support the growth of the DOOR business: Lead a Field Project Management team responsible for installing our access control and residential locks. Build up the nationwide network to provide coverage in multiple major metropolitan areas. Partner with other service providers in the ecosystem to grow revenue and profitability. Customer Service : Customer-Centric Culture: Champion a culture of exceptional customer service throughout the organization. Support Operations: Oversee the onsite and offshore Customer Service teams, ensuring timely and effective resolution of customer inquiries and issues. Process Improvement: Analyze customer feedback and support data to identify trends and implement process improvements that enhance the overall customer experience. Implement feedback loops with the product and engineering organization to improve product capabilities and performance. Technology & Tools: Evaluate and implement new technologies and tools to improve the efficiency and effectiveness of the Customer Service function. Consolidate customer service tools and reduce total cost of ownership of the organization. Cross-Functional Leadership : Strategic Planning: Collaborate with executive leadership to define and achieve company-wide strategic goals. Budget Management: Understand committed supplier spend and leverage that information to provide accurate and timely cash flow forecasts. Continuous Improvement: Drive a culture of continuous improvement, leveraging data and analytics to identify opportunities for efficiency and quality gains. Reporting: Provide regular, data-driven reports to the executive team on operational performance, challenges, and opportunities. What do you bring to DOOR?
Bachelor\'s degree in Business, Supply Chain, Engineering, Operations Management, or a related field. Masters degree (MBA) is a plus. 10+ years of progressive leadership experience in Operations, with a minimum of 5 years in a senior leadership role (e.g., Director or VP). Proven success in global supply chain management (procurement, manufacturing, logistics, warehouse operations, demand planning). Demonstrated expertise in leading an operations organization with a track record of building, leading, and motivating high-performing teams in various areas, including customer support and field operations. Strong financial acumen and experience with budget management. Excellent communication, interpersonal, and negotiation skills. Ability to think strategically and execute tactically. Experience working in the smart home industry working with hardware, software and installation is a plus. DOOR understands that job requirements sometimes exclude people who identify with historically marginalized groups from applying to jobs for which they are qualified. We encourage you to apply. Benefits
Parental Leave: DOOR provides company-supported parental leave for both primary and non-primary caregivers, along with tiered return-to-work options to support a smooth transition back to the workplace. Flexible Time Off: We offer a flexible time off policy to ensure employees have the opportunity to rest, recharge, and maintain well-being—so they can bring their best selves to work. Flexible Working Days: We support flexible work schedules, empowering employees to structure their workday in a way that best fits their personal and professional lives. Comprehensive Health Coverage: We offer medical, dental, and vision plans with multiple coverage tiers, including the option to enroll domestic partners. Healthcare and flexible spending accounts (FSAs) are available, with employer contributions to help offset costs. Life & AD&D Insurance: DOOR provides employer-paid basic life and accidental death & dismemberment (AD&D) insurance, with the option to purchase additional supplemental coverage. Disability Benefits: We sponsor both short-term and long-term disability coverage, offering financial protection in the event of an illness or injury that prevents you from working. Retirement Planning: Employees are eligible to enroll in a 401(k) Retirement Plan through Vanguard, with flexible contribution options to support long-term financial goals. DOOR Equipment Setup: Employees get a full setup of hardware from our home line of products as well as FREE monitoring. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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