7+ years of experience in service operations with progressive leadership responsibility
Experience managing both frontline and management-level staff
Strong understanding of operational and financial performance metrics
Proven leadership skills to coach and motivate teams
Excellent client relationship and customer service skills
Strong problem-solving and decision-making abilities
Responsibilities
Oversee and lead Operations management and frontline staff of 10-30 employees
Maintain understanding of client expectations and service delivery standards
Develop strategies with Operations Managers to improve account performance
Act as primary escalation point for client leadership
Collaborate with Sales and Account Executives on client presentations and growth opportunities
Monitor gross profit and account performance, implementing corrective actions as needed
Develop operational plans in partnership with Finance and Operations leadership
Benefits
Medical, Dental, and Vision insurance
Company-paid Group Term Life Insurance
401(k) retirement savings plan with company match
Paid vacation, sick/personal time, and floating holidays
Paid holidays
Full Job Description
Director of Operations
Job Responsibilities
Oversee and lead Operations management and frontline staff, with responsibility for approximately 10-30 employees
Maintain a strong understanding of client expectations, contractual requirements, and service delivery standards
Partner with Operations Managers to develop strategies that exceed client expectations and improve overall account performance
Serve as the primary escalation point and senior Operations contact for client leadership
Partner with Sales and Account Executives on client presentations, business reviews, RFPs, and growth opportunities
Monitor gross profit, account performance, and volume trends, identifying areas of concern and implementing corrective action plans
Develop account forecasts, projections, and operational plans in partnership with Finance and Operations leadership
Lead and resolve high-level client, vendor, and operational escalations
Make staffing and organizational decisions based on business needs, including team structure, employee development, performance management, and terminations
Identify SLA performance gaps, determine root causes, and implement solutions to improve service delivery
Develop and improve operational policies, procedures, and processes to support company growth, efficiency, and client satisfaction
Maintain accountability across Operations teams for performance, service levels, productivity, and overall execution
Remain prepared to report on account performance, financials, staffing, and operational challenges during leadership meetings
Travel as needed for client meetings and operational needs
Participate in interviewing and selection of Operations employees as needed
Job Qualifications
Bachelor's degree preferred
7+ years of experience in service operations, with progressive leadership responsibility
Experience managing both frontline employees and management-level staff
Strong understanding of operational and financial performance, including gross profit, forecasting, volume trends, and account performance
Strong leadership skills with the ability to coach, motivate, develop, and hold teams accountable
Excellent client relationship and customer service skills
Strong problem-solving and decision-making abilities
Excellent verbal and written communication skills
Ability to manage multiple priorities in a fast-paced, high-volume environment
Proactive, organized, and detail-oriented
National retail and/or facility maintenance experience strongly preferred
Experience working with and managing subcontractors preferred
Benefits
Medical, Dental, and Vision
Company-paid Group Term Life Insurance
401(k) retirement savings plan with company match
Paid vacation, sick/personal time, and floating holidays
