This role is a new addition to our expanding U.S. business and will be responsible for building and leading our Program Management function as we enter a significant growth phase. In particular, this position will oversee our work with our client, a leading innovator in the vape industry, and the execution of a large-scale, nationwide program.

We are scaling a direct, in-person consumer acquisition program in partnership with our client, placing highly trained Product Specialists in key retail and 21+ venues to educate qualifying adult consumers on the product and enroll them into a 30-day trial to drive adoption.

This is the senior Central Operations lead role, responsible for coordinating between HQ and in-field teams. The remit is twofold: (1) lead the operational rollout of new initiatives and projects, and (2) support in-market teams to deliver day-to-day execution with excellence. The role is approximately 70% central program leadership and 30% in-market operational support/issue resolution.

Key Accountabilities

Central Operations Leadership

• Oversee operational performance for the U.S. program, implementing and auditing systems that enable field teams to succeed.
• Direct day-to-day operations through indirect leadership of in-market operations teams.
• Lead logistics, inventory management, and equipment readiness to ensure quality, efficiency, and cost control.
• Develop, implement, and track KPIs across sales, service, cost, and compliance.
• Manage central communications to field teams, ensuring clarity, timeliness, and engagement.
• Drive project-based initiatives from conception through implementation and handover, ensuring operational readiness and sustainability.
• Own operational cost controls, ensuring budget discipline, supplier compliance, and contractual accuracy.

In-Market Operations Management

• Support in-market operations teams to maintain daily excellence across retail and event activations.
• Oversee stock forecasting, logistics, and asset management to ensure optimal equipment placement and availability.
• Manage commercial planning in collaboration with internal finance and client finance teams, ensuring accuracy and transparency.
• Identify and resolve operational challenges, driving continuous process improvement and best practices across markets.

Compliance & Quality Assurance

• Implement robust compliance frameworks and audit processes across all operational areas.
• Lead regular field audits, incident reviews, and corrective action plans to ensure adherence to standards.
• Develop process guides, reporting tools, and escalation protocols to drive accountability and consistency.
• Partner cross-functionally to align compliance metrics with broader business goals and client expectations.

Program & Project Management

• Oversee end-to-end delivery of new operational initiatives and pilot programs.
• Lead planning, execution, and reporting on special projects, ensuring timely delivery and seamless integration with existing processes.
• Manage risk assessment, escalation, and project close-out documentation to maintain transparency and alignment.

People Leadership

• Lead, coach, and develop a high-performing team of Operations Project Managers.
• Inspire a culture of ownership, collaboration, and excellence across central and field operations teams.
• Partner with senior leadership and cross-functional departments (People, Commercial, and Field Sales) to ensure operational alignment.
• Represent the operations function as a trusted voice within both the client and internal leadership teams.

Requirements:

• 10+ years of progressive operations leadership experience, ideally within large-scale retail, field marketing, or consumer activation programs.
• Proven ability to lead national, multi-state teams in a fast-paced and rapidly scaling environment.
• Strong commercial acumen with experience managing budgets, supplier contracts, and financial reporting.
• Excellent stakeholder management and communication skills — comfortable engaging with senior leadership and client partners.
• Highly organized with advanced project management and problem-solving capabilities.
• Strategic thinker with an entrepreneurial mindset, balanced by disciplined operational execution.
• Strong leadership presence with the ability to inspire accountability, alignment, and performance across diverse teams.
• Deep understanding of compliance, process optimization, and continuous improvement methodologies