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.
Salary Description
$160,000 - $200,000 annually + bonus
