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Vice President, Service Operations

Vice President, Service Operations

Champion HomesTroy, MI, USA
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Job Title : Vice President, Service Operations

About Us

Champion Homes is a dynamic, customer-first company dedicated to delivering consistent, high-quality homeownership experiences across 46 manufacturing plants nationwide. Each plant operates its own service team, and together, we strive to provide seamless, high-quality service regardless of location or product type. We are seeking a highly experienced and strategic Vice President of Service to lead this critical function and elevate our post-sale experience to new heights.

Position Overview

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.

Key Responsibilities

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

    • Qualifications

  • 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

    • Preferred Qualifications :

  • 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%

    • EEO Statement

    Champion Home Builders is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other legally protected characteristics . Champion Home Builders participates in the E-Verify Program.

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