10+ years of progressive leadership experience in diverse business functions.
Proven ability to manage multiple departments and cross-functional teams.
Experience with departmental budgets and strategic planning.
Strong track record of leading organizational change through technology and process improvements.
Demonstrated financial and analytical acumen, including performance metrics management.
Exceptional coaching and development skills for building high-performing teams.
Preferred experience in multi-location home service or similar fast-paced industries.
Responsibilities
Lead alignment across Marketing, Call Center, Inside Sales, and Customer Experience for revenue growth.
Oversee the development of leaders to foster collaboration and accountability.
Design systems, dashboards, and scorecards for enhanced visibility of customer journey.
Manage departmental budgets and strategic planning for sustainable growth.
Drive change through technology recommendations and process improvements.
Collaborate with Executive Leadership to execute strategic growth initiatives.
Own and optimize the entire revenue funnel from lead generation to customer retention.
Benefits
Opportunity for executive leadership growth and advancement.
Weekly pay checks.
Comprehensive health, dental, and vision insurance.
Life and pet insurance offered.
Short-term and long-term disability coverage available.
Tuition reimbursement program for continued education.
Two weeks of paid time off yearly, plus paid holidays.
401(k) plan with company matching contributions.
Access to employee wellness programs and regular company outings.
Annual all-expenses-paid trip for top performers and their guests.
Full Job Description
Job Type
Full-time
Description
This is a newly created executive leadership role with tremendous opportunity for growth. The Director of Growth & Customer Operations will be responsible for building and optimizing our entire growth engine by aligning Marketing, Call Center, Inside Sales, and Customer Experience into one high-performing, data-driven organization. This leader will improve the entire customer journey -from lead generation through completed service - by developing systems, coaching leaders, and driving accountability across multiple departments.
This is not a traditional marketing or sales leadership position. Reporting directly to the President and serving as a member of the Executive Leadership Team, this role will play a critical part in shaping the company's growth strategy, driving operational excellence, and influencing key business decisions as TR Miller continues to scale. We're looking for a strategic operator with experience leading within a 500+ team member and/or $100M+ organization - someone who can bring proven systems, leadership, and operational excellence that will help elevate our organization as we continue to grow.
Responsibilities
Lead and align the Marketing, Call Center, Inside Sales, and Customer Experience teams to drive profitable revenue growth and deliver an exceptional customer journey.
Oversee and develop the leaders responsible for Marketing, Call Center, Inside Sales, and Customer Experience, fostering accountability, collaboration, and a culture of continuous improvement.
Design and implement systems, dashboards, and KPI scorecards that provide visibility across the customer journey and drive measurable improvements in conversion, efficiency, customer satisfaction, and profitability.
Own departmental budgets, performance metrics, and strategic planning across customer acquisition and customer operations to ensure sustainable, profitable growth.
Drive organizational change by recommending and implementing technology, process improvements, organizational structure, and performance initiatives that improve business outcomes.
Partner with the Executive Leadership Team to develop and execute strategic growth initiatives while continuously improving the customer experience and operational performance
Own the end-to-end revenue funnel from lead generation through booked appointments, completed jobs, and customer retention, ensuring visibility, accountability, and continuous optimization across every stage
Performs other strategic leadership responsibilities necessary to support company growth and operational excellence.
What Success Looks Like
Success in this role will be measured by your ability to:
Increase profitable revenue growth
Improve lead-to-book conversion rates
Improve revenue per opportunity
Reduce customer acquisition costs (CAC)
Increase membership growth and customer retention
Improve Net Promoter Score (NPS), Google Reviews, and complaint resolution
Create full visibility across the revenue funnel with KPI dashboards and reporting
Develop high-performing department leaders who operate independently
Build scalable systems and playbooks that support multi-location growth
Pay and Benefits
Pay: $160,000 - $200,000 annually (based on experience) plus bonus (based on company and individual performance)
Opportunity for executive leadership growth and advancement
Weekly Pay checks
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Pet Insurance
Met Law
Short-Term and Long-Term Disability
Employee Wellness
Tuition Reimbursement
Up to Two Weeks of Paid Time Off Yearly
Regular company events and outings throughout the year
President's Club - Annual all-expenses-paid trip for top performers + guest
Paid Holidays
401(k) plan with a company match
A family. This is last on the list because it's the most important. We care about our team and expect you to bring that same care when you join. We do a lot more than just work together. You'll come to love our company outings and you'll build life-long friendships at TR Miller Heating, Cooling, Plumbing, and Electrical.
Requirements
10+ years of progressive leadership experience, including responsibility for multiple business functions, customer operations, revenue growth, or organizational strategy
Proven experience leading multiple departments or cross-functional teams within a growing organization
Experience managing departmental budgets, strategic planning, and organizational performance
Demonstrated success leading organizational change through technology implementation, process improvement, and operational transformation.
Proven ability to influence executive-level decision making and lead cross-functional initiatives
Demonstrated success improving business performance through systems, process improvement, and KPI-driven decision making
Strong financial and analytical acumen with experience managing dashboards, metrics, and operational performance
Proven ability to coach, develop, and hold leaders accountable while building high-performing teams
Experience within a multi-location home service company, service organization, private equity-backed business, or similar fast-paced environment preferred
Experience with P&L management and strategic planning preferred
Exceptional communication, collaboration, and change management skills
Master's in Business or a related field preferred
Must be able to remain in a stationary position (seated) for prolonged periods
Frequent use of computer, keyboard, and telephone headset
Everyone is required to submit a pre-employment background check prior to start date.
