Position: Director of Operations
Location: Charlotte or Raleigh, NC
Department: Operations
Status: Full-Time
Position OverviewThe Director of Operations is an operational leader for AquaTech Pool Management across their market (Charlotte or Triangle). This role owns the operations within the market - account management, service delivery, team leadership, and financial performance.
This leader will oversee field teams while ensuring exceptional service execution across all accounts. They will also be responsible for driving growth in the region-expanding relationships with HOAs, property managers, and country clubs, while supporting new business development efforts.
This role requires a strong operator who can balance high-level strategy with hands-on leadership-someone who can build teams, strengthen client partnerships, and scale operations in a fast-growing, service-driven business.
Key ResponsibilitiesMarket & Operations Leadership- Own operations across the market, ensuring consistent execution of AquaTech's standards in safety, service, and operational excellence.
- Lead and develop team, service technicians, and seasonal teams across the region.
- Ensure service routes, staffing plans, and facility operations are executed efficiently and at a high level.
- Step into the field when needed to support teams, resolve issues, and maintain service continuity.
Client Relationships & Account Management- Serve as the customer point of contact for clients, including HOAs, community managers, and country club leadership.
- Build strong, trust-based relationships and position AquaTech as a long-term partner.
- Proactively address client needs, resolve escalations, and ensure high satisfaction and retention.
- Lead client meetings, site walks, and performance reviews.
Growth & Market Expansion- Drive growth across the market through new contract acquisition and expansion of existing accounts.
- Partner with business development on proposals, walkthroughs, and closing new opportunities.
- Identify and execute opportunities for repair, renovation, and additional service offerings.
- Build and maintain a strong network within the local community and industry.
People Leadership & Culture- Recruit, hire, and develop high-performing team members across the market.
- Coach team members to deliver exceptional service and uphold company values.
- Foster a culture of accountability, teamwork, and continuous improvement.
- Ensure teams are trained in safety, customer service, and operational best practices.
Financial Performance & Accountability- Own P&L performance for the division, including revenue growth, labor management, and profitability.
- Monitor key performance indicators such as service quality, labor utilization, and client retention.
- Partner with leadership on budgeting, forecasting, and pricing strategies.
- Identify inefficiencies and implement improvements to drive margin expansion.
Systems, Process & Execution- Implement and maintain scalable operational systems and processes across the market.
- Leverage tools (work order systems, reporting platforms) to ensure visibility and accountability.
- Standardize best practices while adapting to the unique needs of each facility.
- Lead continuous improvement initiatives to enhance service quality and efficiency.
QualificationsRequired- 3-5+ years of experience in operations & account leadership within a service-based or field service organization.
- Proven experience managing teams and operations across multiple locations or accounts.
- Strong client-facing experience with the ability to build and maintain relationships.
- Demonstrated ability to drive operational performance and accountability.
- High ownership mentality with a willingness to be hands-on when needed.
- Strong financial acumen and experience managing budgets or P&L.
Preferred- Experience in pool management, facilities management, property management, or hospitality.
- Familiarity with seasonal staffing models and service route operations.
- Experience in the market (Charlotte or Triangle) or strong local network.
- CPO certification (or willingness to obtain).
What Success Looks Like- High client satisfaction and retention across the market.
- Strong operational execution with consistent, high-quality service delivery.
- Growth in revenue through new contracts and expanded services.
- High-performing teams that reflect AquaTech's culture and standards.
- Improved margins through disciplined operational management.
