Director of Operations
About DM Vans
At DM Vans, we are passionate about making van life accessible for everyone. Nestled in the mountains of Colorado, we design, build, and sell Lifestyle Vehicles® that are crafted to meet the needs of the Van Lifer, Weekend Warrior, and everyone in between. Our mission is to create possibilities that improve lives by providing affordable, adventure-ready vehicles that empower our customers to personalize their journeys. Driven by an adventurous spirit and a deep connection to van life, our team understands the essentials for life on the road. We’re not just building vehicles; we’re building a community of explorers who share a love for freedom, adventure, and authenticity. At DM Vans, you’ll find a team of people you’d sit around a campfire with, ready to support you as you embark on your own van life journey.
Role Overview
The Director of Operations at DM Vans will oversee all operational aspects of the business, including manufacturing, inventory management, pre-fabrication, build technicians, facility management, and customer experience. This leadership role is focused on ensuring operational efficiency, maintaining high standards in van production and customer satisfaction, and optimizing processes to support the company’s long-term growth. The Operations Director will work closely with the Integrator to meet production goals, manage resources effectively, and ensure the smooth running of all operational departments, including customer service. This role will exemplify and reinforce the company’s Core Values in all aspects of leadership and decision-making.
DM Vans Core Values:
1. Assertive and Open-Minded at the Same Time: Encourage open communication, confident decision-making, and the ability to listen and adapt.
2. Self-Aware: Demonstrate an understanding of personal strengths and areas for improvement, fostering personal and professional growth.
3. Ambitious: Continuously strive for excellence, both in individual performance and company-wide objectives.
4. Authentic: Lead with sincerity and genuine care for both team members and customers.
5. Not Assholes: Cultivate a positive, respectful, and inclusive work environment where kindness and collaboration thrive.
Key Responsibilities:
1. Manufacturing & Production Oversight
• Production Management: Oversee the entire van production process, ensuring all build targets are met on time and within budget. Ensure that all vehicles are built to DM Vans’ quality standards and specifications.
• Optimize Production Efficiency: Identify areas for improvement within the manufacturing process to increase productivity and reduce costs. Implement lean manufacturing principles where possible to streamline operations.
• Quality Control: Implement and oversee quality assurance measures to ensure every vehicle meets the company’s high standards before delivery to customers or dealerships.
2. Inventory & Pre-Fabrication Management
• Inventory Oversight: Manage inventory levels of raw materials, components, and finished vans, ensuring no shortages affect production timelines. Maintain efficient inventory turnover.
• Pre-Fabrication Process: Supervise the pre-fabrication team to ensure parts and components are prepped and ready for build technicians, reducing bottlenecks in the assembly process.
• Supply Chain Management: Work closely with suppliers to ensure the timely delivery of materials, negotiating pricing, and ensuring the company receives the best value.
3. Customer Experience Management
• Customer Success Oversight: Lead the Customer Experience department to ensure post-sale processes such as aftermarket services, repairs, and customer support are delivered with a customer-first mindset.
• Reputation Management: Implement strategies to maintain a 5-star rating, leveraging customer feedback to improve operations and foster long-term customer loyalty.
• Cross-Department Collaboration: Ensure seamless communication between production, sales, and customer service teams to meet customer expectations and deliver a premium experience.
• Service Ticket Management: Oversee the service ticket system to ensure customer issues are handled promptly, efficiently, and in alignment with DM Vans’ values.
4. Build Technicians & Team Leadership
• Build Team Management: Lead and manage the team of build technicians, ensuring they have the tools, resources, and training needed to deliver high-quality builds efficiently.
• Staff Training & Development: Ensure ongoing training for build technicians and pre-fabrication staff to improve their skills and stay up-to-date with the latest production techniques.
• Staffing & Scheduling: Oversee staffing levels and shift scheduling to ensure production and customer support goals are met without overextending resources.
5. Facilities & Equipment Management
• Facility Management: Oversee all aspects of the company’s facilities, ensuring that the manufacturing plant, inventory storage, and office spaces are maintained, safe, and conducive to efficient operations.
• Equipment Maintenance: Ensure all production equipment is properly maintained and serviced regularly to avoid production and service delays caused by equipment failure.
6. Operational Efficiency & Process Improvement
• Process Optimization: Identify and implement process improvements to enhance operational efficiency across manufacturing and customer experience. Continuously look for ways to streamline workflows, reduce waste, and improve output.
• Performance Metrics: Track key performance indicators (KPIs) for all operational areas, including production efficiency, cost per unit, build time, inventory levels, and customer satisfaction. Provide regular updates to the Integrator on progress.
• Problem Solving: Address operational and customer service challenges as they arise, ensuring that any bottlenecks or issues are quickly identified and resolved to keep production and service on track.
7. Collaboration with Other Departments
• Cross-Functional Coordination: Work closely with the Sales, Marketing, and Customer Service departments to ensure alignment between operations and business objectives.
• Pre-Sales and Post-Sales Coordination: Collaborate with sales and dealership logistics teams to ensure that production schedules align with sales orders and that vehicles are delivered on time.
• Weekly Level 10 Meetings: Participate in Level 10 Meetings to report on operational progress, discuss issues (using the Identify Discuss Solve (IDS) framework), and align on company-wide objectives.
Key Skills & Qualifications:
• Proven Leadership in Operations and Customer Experience: 5+ years of experience in operations management, customer service, or a related field, preferably in the automotive, RV, or manufacturing industries.
• Strong Understanding of Manufacturing Processes and Customer Success: Expertise in managing production teams and customer support operations with a focus on optimizing efficiency, maintaining quality standards, and delivering exceptional customer service.
• Process Improvement: A track record of implementing process improvements to increase productivity and reduce costs, with a focus on lean manufacturing principles and customer experience enhancements.
• Inventory & Supply Chain Management: Experience in managing inventory and supply chains with the ability to forecast inventory needs, manage suppliers, and optimize stock levels.
• Team Leadership: Strong leadership and team management skills, with the ability to lead and inspire a diverse team of build technicians, operational staff, and customer service representatives.
• Facilities & Equipment Management: Familiarity with facility management and equipment maintenance, ensuring that the company’s production environment is conducive to efficient and safe operations.
• Communication & Collaboration: Strong communication skills with the ability to collaborate cross-functionally and work closely with other departments to ensure operational and customer service alignment with the broader company goals.
KPIs for the Operations Director:
• Production Output: Achieve and maintain the target number of vans produced per week, delivering vehicles on time and within budget.
• Operational Efficiency: Improve production efficiency by a set percentage, reducing waste and optimizing processes.
• Cost per Unit: Reduce the cost per van produced through improved processes and supply chain management.
• Inventory Turnover: Maintain optimal inventory levels, ensuring timely availability of materials without overstocking.
• Quality Control: Maintain a high standard of quality, measured by a reduction in rework and warranty claims.
• Customer Satisfaction: Achieve a 95%+ customer satisfaction rate, measured by post-sale feedback and service ticket resolution.
• Facility Management: Ensure the facility is run efficiently with minimal downtime due to equipment or facility issues.
Reports To:
• President
Manages:
• Manufacturing Manager
• Inventory and Fabrication Manager
• Facilities
• Customer Experience Manager
This Director of Operations role is essential to ensuring that DM Vans runs a smooth, efficient, and high-quality production operation while maintaining a superior customer experience. The ideal candidate will have a strong background in both manufacturing and customer service, driving continuous improvement in all aspects of operations and post-sale support.