VP, TOP Escalations and Supply

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Role Summary:

Based in Frisco, TX, within Cinemark’s Technology Operations & Presentation Center / Network Operations Center (NOC), the Vice President, Escalations and Supply is a senior executive leader responsible for mission critical support, supply, logistics, refurbishment, and escalation functions that enable reliable theatre operations across Cinemark’s global footprint.

This role leads the Escalations & Supply (E&S) organization, which includes the following functional areas:

TOP Training & Tier 3 Theatre Technology Escalations

Outbound Operations & Logistics

Digital Cinema Equipment Refurbishment

Supply, Warehousing & Inventory Management

Assigned cross functional and strategic project teams

The VP will define and execute scalable service strategies, optimize operational performance, manage cost efficiency, and ensure exceptional support outcomes while fostering a culture of accountability, innovation, and continuous improvement.

The successful candidate is a proven leader with experience managing large, complex technical operations, capable of balancing strategic oversight with operational excellence and team development.

This position reports directly to the Senior Vice President, Technology Operations & Presentation.

Key Responsibilities
Leadership & Organization

Lead, coach, and develop

30+ professionals , including managers, supervisors, trainers, engineers, and technicians across multiple disciplines.

Establish clear accountability, performance expectations, and talent development plans across all assigned functions.

Foster a high‑engagement culture with strong morale, operational ownership, and low voluntary attrition.

Service & Operational Excellence

Design and implement

repeatable, scalable, and efficient service delivery models

aligned with business, theatre operations, and customer commitments.

Own Tier‑3 escalation strategy, ensuring rapid resolution of complex, system‑wide technical issues.

Drive

root‑cause analysis , failure trend identification, and long‑term corrective actions across equipment, systems, and processes.

Ensure inventory accuracy, availability, lifecycle management, and refurbishment quality standards.

Supply, Logistics & Refurbishment

Oversee outbound logistics, warehousing, and refurbishment operations supporting digital cinema and theatre technology ecosystems.

Optimize end‑to‑end supply flows, asset utilization, and refurbishment throughput while managing operational risk.

Ensure compliance with internal controls, quality standards, and safety procedures.

Strategy, Finance & Analytics

Develop and execute support strategies for

new products, system upgrades, strategic initiatives, and acquisitions .

Prepare and present

business cases , cost‑benefit analyses, and investment proposals.

Own

OPEX and CAPEX

planning, forecasting, and budget management within the assigned scope.

Leverage dashboards, forecasting models, and capacity planning to drive data‑informed decisions.

Vendor & Partner Management

Partner with vendors and suppliers to evaluate, select, measure, and optimize support solutions, equipment, and services.

Establish performance metrics and governance models to ensure supplier accountability and value delivery.

Qualifications
Required

15+ years of leadership experience

in cinema/theatrical exhibition or related industries (e.g., digital cinema technology, technical operations, engineering, logistics, electronics manufacturing, or service delivery).

Proven senior‑level leadership experience managing

multi‑layered organizations

and managers of managers.

Demonstrated expertise in

technical operations, support engineering, service delivery, or quality organizations

at scale.

Strong

systems thinking and root‑cause leadership

mindset (trend analysis, prevention, reliability improvement).

Executive‑level proficiency in

operational analytics , dashboards, forecasting, capacity planning, and cost management.

Exceptional written, verbal, and presentation skills; able to communicate complex topics clearly to all organizational levels.

Strong executive presence with the ability to build trusted relationships internally and externally.

Willingness and ability to travel as required.

Considered Assets

Deep

digital cinema and theatre technologies operational knowledge .

Engineering degree, advanced technical education, or optics/display technology experience.

Bilingual or trilingual ( English, Spanish, Portuguese ).

5+ years supporting or operating in

Latin American markets .

Experience with

enterprise support systems

(e.g., ServiceNow or similar).

Experience with

knowledge‑base and inventory management systems .

Hands‑on exposure to

production lines, refurbishment operations, cleanroom environments, or electronics testing .

Benefits Available:

At Cinemark, we believe every team member should feel like a hero. Each career comes with a variety of blockbuster benefits for both hourly and salaried team members.

Employee Discount

401(k) Matching*

Growth Opportunities

Education Assistance*

Health Benefits*n9

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