VP, Service Operations

Remote, US

Join the leader in the modular homebuilding industry in an executive role! If you are a VP of Customer Service, VP of Customer Service or Director of Customer Service Operations this may be a great next step for you!

• Nearly 75 years of industry leadership, offering innovative solutions in a dynamic market
• Build and enhance customer service operations for an organization with 9,500 employees
• A chance to drive ongoing growth and shape the company’s future

Responsibilities:

• The Vice President of Service will lead Champion Homes’ national service operations, aligning decentralized plant-based teams under a unified vision of customer-centric excellence.
• This role requires a seasoned leader with deep experience in service delivery, operational management, customer experience strategy, and campaign management.
• The ideal candidate will bring a strong track record of driving performance through metrics, incentive structures, building scalable systems, and fostering a culture of accountability and empathy across diverse teams.

What you will do:

Customer Experience & Strategy

• Define and execute Champion Homes’ vision for a consistent, customer-first service experience across all plants and brands.
• Drive initiatives that improve customer satisfaction, referral rates, and issue resolution speed.
• Collaborate with Sales, Manufacturing, and Product teams to close feedback loops and enhance product quality.
• Collaborate with Information technology to develop and implement our next generation service platform with associated process and change management to drive operational excellence and customer experiences.

Operational Leadership

• Lead the development and implementation of standardized service protocols, KPIs, escalation frameworks, and recall/campaign management.
• Ensure accurate registration of all homes to activate the full homeownership experience and enable timely, personalized communications following move-in.
• Monitor plant-level performance and coach regional leaders to meet or exceed service benchmarks.
• Implement scalable tools and systems to support service delivery, tracking, and reporting.

Team Development & Culture

• Build and develop a high-performing service organization through training, leadership development, and recognition.
• Foster a culture of responsiveness, transparency, and continuous improvement.
• Stay current with industry trends and best practices in service operations and customer experience.

What you will need:

• 15+ years of experience in service operations, customer experience, or related leadership roles.
• Proven track record of driving operational consistency and customer satisfaction across decentralized teams.
• Demonstrated expertise in designing and executing large-scale quality assurance and recall campaigns, ensuring regulatory compliance, customer safety, and brand integrity across multi-site operations.
• Strong expertise in metric-driven performance management and service delivery systems
• Exceptional communication and leadership skills, with the ability to influence across all levels of the organization.
• Experience managing large, geographically dispersed teams and implementing scalable solutions
• Strong analytical skills with the ability to interpret performance data and translate it into actionable strategies.
• Experience leading organizational change and fostering a customer-centric culture.
• Ability to work independently and collaboratively in a fast-paced, mission-driven environment.
• Passion for delivering exceptional service and building lasting customer relationships.
• Bachelor’s degree in business administration, Operations Management, or a related field required; MBA or equivalent advanced degree preferred. Equivalent experience in service leadership across manufacturing or housing sectors will also be considered.
• Experience in a fast-paced, broad product portfolio, and dynamic industry.
• Ability to travel up to 20%. 

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