DescriptionTitle: VP of Operations
Reports To: Chief Operating Officer
Department: GTM Leadership
Location: Cincinnati, OH
Position Status: Salary Exempt
Job Summary:The Vice President of Operations manages and leads our business operations team, directly managing 4 leadership reports with oversight of 12 indirect reports, while owning operational performance for a ~$1 billion revenue company,driving standards for over 450 individuals who touch operations daily. In this high-visibility role, you will own the end-to-end execution, service quality, and continuous improvement of our work order fulfillment engine across all commercial service lines, upholding DMG's core brand promise of Speed, Quality, and Cost. You will oversee the operational architecture connecting customer requests with a nationwide network of service providers across all major trades (landscaping, snow removal, plumbing, electrical, and facility maintenance). Success in this role is defined by three core outcomes: reducing the work order lifecycle, maximizing service reliability through assignment and arrival metrics, and driving defect reduction alongside swift resolution protocols.
What You'll Do:- Work Order Lifecycle Optimization: Analyze and streamline every phase of the work order lifecycle to eliminate operational friction, automate intake and dispatch, and accelerate turnaround times.
- Service Reliability & Execution: Drive provider assignment and arrival metrics across all trades,ensuring high acceptance rates and strict on-time schedule compliance.
- Quality Excellence & Defect Reduction: Implement quality assurance controls and real-time monitoring solutions to reduce customer-identified defects.
- Rapid Defect Resolution: Establish fast-reaction protocols and root-cause frameworks to resolve customer-reported issues swiftly and prevent repeat failures.
- Operational Accountability: Establish and communicate clear performance expectations, operating standards, and accountability measures for operational leaders and teams; continuously monitor performance, provide targeted coaching, and hold leaders strictly accountable for the results of their assigned areas.
- Operational Leadership: Lead, mentor, and scale a high-performing operations team dedicated to accountability, urgency, and operational excellence.
- Process Standardization & Best Practices: Proactively identify and scale best practices, standardized operating processes, and successful service models across teams, markets, and trades to drive organizational consistency and continuous improvement.
- Financial Oversight & Margin Management: Exercise strict financial oversight on proposal creations, timely customer billing, and large-scale project execution to eliminate operational margin erosion, control revenue leakage, and consistently achieve agreed-upon profitability targets.
- Provider Network Accountability: Partner with provider management teams to enforce operational metrics and technology-enabled tracking for third-party contractors.
- Cross-Functional Alignment & Resource Orchestration: Partner closely with cross-functional support teams - including HR, Finance, Product/Engineering, and GTM leaders to secure the necessary resources, alignment, and strategic support to execute operational initiatives and achieve core business objectives.
- Other duties as assigned by management.
What You Need:- Bachelor's degree in Business, Operations, Facilities Management, or Engineering (MBA preferred).
- 12+ years of progressive operational leadership experience within facility management, marketplace operations, third-party logistics (3PL), or tech-enabled service delivery.
- Demonstrated track record of driving core operational metrics: lifecycle reduction, schedule adherence/arrival rates, and defect reduction.
- Proven track record in process improvement methodologies (Lean, Six Sigma, Root-Cause Analysis) with expertise in auditing complex, cross-functional workflows to design and deploy scalable, data-driven solutions.
- An urgent, data-driven leader who takes full ownership of outcomes within matrix organizations; combines rigorous metric tracking and a test-and-learn mindset.
- Strong executive presence with exceptional leadership, communication, and change management skills.
- Recruits, empowers, and develops top-tier teams, driving high employee engagement and strong team NPS.
- Excited by a lucrative and rapidly growing business model that has significant potential to be the preeminent, scaled platform in the facilities maintenance space.
- Ability to manage the stress of a fast-paced environment.
- Ability to meet the in-person requirements of the team and/or business needs.
What You'll Get:At DMG, you'll be part of an amazing team that encourages learning, growth, and advancement. Our company has an entrepreneurial spirit that rewards self-starters and encourages employees to take charge of their own careers.
Some of our many benefits include:
- Health, dental and vision coverage on day 1.
- Dollar-for-dollar 401K match up to 4% of salary with immediate 100% vesting.
- Paid Primary and Secondary Caregiver leave.
- Employee Assistance Program to assist with everyday challenges.
- Paid time off to volunteer.
