Overview

Job Skills / Requirements

The Director of Operations oversees overall performance, leadership, accountability, and continuous improvement. This role works directly with the Ops Manager, providing leadership and oversight of daily field operations, Area Manager performance, staffing, service quality, labor, account profitability, and operational processes. The Director leads at a strategic level rather than handling every daily issue personally. The Ops Manager handles day-to-day execution, while the Director provides direction, accountability, coaching, and oversight for effectiveness.

PRIMARY RESPONSIBILITIES

Operations Leadership: Directly manage, coach, and develop the Operations leadership team, establish clear expectations, priorities, goals, and measurable KPIs, conduct regular accountability meetings with the Operations Manager, and ensure the Operations team is effectively managed and aligned with company priorities.

Operational Performance: Maintain overall accountability for operational performance across all client accounts, review daily and weekly operational dashboards and scorecards, monitor staffing shortages, open shifts, customer complaints, QA results, attendance, overtime, and account issues, and identify operational trends and recurring problems to ensure corrective action is taken.

Manager Accountability & Development: Hold Managers accountable to their scorecards, KPIs, and responsibilities, review manager performance and identify leadership or execution gaps, provide coaching and support when managers are not meeting expectations, and develop stronger managers to reduce dependence on senior leadership for routine decisions.

Customer Satisfaction & Retention: Maintain executive oversight of client satisfaction and retention, review significant, recurring, or high-risk customer complaints, ensure complaints receive timely investigation, corrective action, documentation, and follow-up, and become directly involved in escalated or high-risk client issues when appropriate.

Quality Assurance & Staffing: Ensure company quality standards are consistently achieved across all accounts, review QA inspection scores, trends, and recurring deficiencies. Maintain operational accountability for appropriate staffing levels at every account, partner with HR and Recruiting to establish and prioritize hiring needs, and ensure vacancies, call-offs, and attendance issues have appropriate coverage plans.

Labor, Financial & EOS Leadership: Monitor labor performance against account budgets and expectations, review overtime, excessive labor usage, and other controllable labor costs. Lead or actively participate in Operations L10 meetings, maintain an effective Operations Scorecard with accurate and timely data, and ensure Operations KPIs are updated and reviewed consistently.

New Launches & Process Improvement: Provide leadership oversight of new client transitions and account launches, ensure staffing, equipment, supplies, and training are prepared before launch. Identify operational inefficiencies, create, improve, and standardize SOPs, and develop systems that allow Operations to scale effectively as the company grows.

KEY PERFORMANCE INDICATORS: Client retention, customer complaint trends and resolution time, quality inspection scores, staffing percentage and open-position aging, employee turnover and attendance, overtime percentage, labor budget performance, account profitability, manager scorecard performance, training compliance, corrective action completion, new account launch performance, and overall operational efficiency.

QUALIFICATIONS: Previous senior operations leadership experience required, experience managing managers and multi-location operations strongly preferred, commercial janitorial, facilities, hospitality, or service-industry experience preferred, strong leadership, accountability, delegation, and manager-development skills, strong understanding of labor management and operational budgets, experience using KPIs and scorecards, ability to travel between client locations as required, and EOS experience preferred.

LEADERSHIP EXPECTATIONS: Lead the Operations Team, hold managers accountable, develop leaders, protect client relationships, control operational performance, improve profitability, build repeatable processes, solve problems at the appropriate level, create accountability, and keep the COO informed without requiring them to run daily Operations. The Director of Operations should consistently operate with a mindset of ownership, accountability, leadership development, operational excellence, client satisfaction, and continuous improvement (Focus on true excellence).

Additional Information / Benefits

This is a Full-Time position

Travel is required consistently