About the RoleThe Director of Shared Services leads the centralized operational functions that support partner company performance across the platform. You will own the direction and performance of shared services including call center and dispatch operations, marketing coordination, talent acquisition support, and technology systems. You will build and maintain a high-performing, customer-focused team while driving the process and systems capability that allows the organization to scale efficiently. This role requires a leader with broad operational scope, strong analytical instincts, and the ability to align multiple functions toward common outcomes.
Key Responsibilities- Shared Services Leadership: Lead the day-to-day operations of all shared services functions, setting clear goals, holding teams accountable to daily and monthly performance targets, and removing roadblocks that prevent the teams from executing at a high level.
- Call Center and Dispatch Operations: Oversee CSR and dispatcher teams, providing coaching, performance management, and professional development that builds a culture of 5-star customer service. Ensure scheduling efficiency, call conversion, and dispatch effectiveness are consistently meeting or exceeding targets.
- Process Improvement: Drive continuous improvement across all shared services functions. Identify root cause problems, originate solutions, and implement changes that increase productivity, reduce costs, and improve service quality.
- Performance Analytics: Own the KPI framework for shared services. Track, analyze, and report on performance metrics across all functions and use data to identify trends, address gaps, and validate improvements.
- Cross-functional Coordination: Collaborate with marketing, talent acquisition, technology, HR, finance, and field operations counterparts to ensure best practices are shared, reporting is timely, and operational alignment is maintained across the platform.
- Quality Control: Implement and maintain quality control processes that uphold service excellence and company standards across all shared services functions.
- Marketing Oversight: Oversee local marketing coordinator activities including events, sponsorships, reputation management, social media, and local promotions. Serve as the primary liaison between the partner company and the platform marketing function, ensuring local execution aligns with platform strategy, budgets are managed effectively, and performance is tracked against lead generation goals.
- Technology and Systems: Maintain high proficiency in ServiceTitan and other operational platforms. Identify system enhancements and work with the technology team to implement solutions that improve efficiency and reporting capability.
- Compliance and Safety: Ensure compliance with industry regulations, safety protocols, and company best practices across all shared services operations.
Qualifications- 10+ years of experience in operations management within residential home services, with a focus on HVAC, plumbing, and/or electrical services
- Demonstrated experience leading call center, dispatch, or shared services functions in a multi-location environment
- High proficiency in ServiceTitan including the ability to build, interpret, and act on operational reporting and functional configurations
- Strong analytical skills with the ability to identify, track, and manage KPIs that drive meaningful operational outcomes
- Proven ability to lead and develop diverse teams in a fast-paced, customer-centric environment
- Demonstrated track record of driving process improvement and operational efficiency
- Excellent communication and interpersonal skills with the ability to collaborate effectively across functions and levels of the organization
- Strong organizational skills and the ability to manage multiple overlapping priorities with precision
Who You AreYou are a clear communicator who puts employees and partners first, a creative problem-solver who doesn't let things linger, and someone who moves fast without cutting corners. Above all, you hold yourself to a higher standard. In your work, your judgment, and how you treat people.
What Onboarding Looks LikeIn your first 30 days, you will assess the current state of all shared services functions, learn the KPI framework, and build relationships with team leads and key cross-functional counterparts. By day 60, you will have identified the highest-priority gaps in performance and process and be actively driving improvements across the call center, dispatch, and coordination functions. By day 90, you are operating as the authoritative leader of shared services, running a consistent performance cadence, holding teams accountable to clear standards, and building the operational infrastructure that scales with the business.
The 5 Big Things - What Success Looks Like- Shared services teams hit their daily and monthly targets: Success means CSRs, dispatchers, and coordination teams are performing at or above benchmark consistently, with clear goals, regular feedback, and the coaching they need to keep improving.
- Call conversion and dispatch efficiency improve over time: Success means more leads become booked jobs, dispatch is optimized for technician productivity, and the numbers move in the right direction because you are actively managing the inputs, not just reporting the outputs.
- Processes are documented, consistent, and getting better: Success means shared services operations are not dependent on tribal knowledge, improvement initiatives are tracked to completion, and the function gets more efficient with every new partner company added to the platform.
- Data drives every decision: Success means KPIs are tracked in real time, performance issues are identified early, and your teams understand what the numbers mean and what they need to do about them.
- Cross-functional partners rely on your coordination: Success means marketing, talent acquisition, technology, and field operations teams view shared services as a reliable, proactive partner rather than a function they have to work around.
