Director of Operations

Job Description – Director Of Operations

Job Title: Director of Operations

Job Category: Management – Non-Exempt / Full-Time

Job Summary:

The Director of Operations plays a key leadership role in overseeing the day-to-day functions of our estate sale, clean-out, and online auction business. This position is responsible for planning, coordinating, and improving operational procedures to ensure efficiency, productivity, and high-quality customer service. The Director of Operations also supports team leadership in the field, ensures compliance with company policies, and develops internal systems and documentation that drive organizational success.

Job Description:

Primary responsibilities include but are not limited to playing a vital role to bridge the gap between Sales/Operations as well as Owner/Management to Employees by delivering sound business strategies, develop and mentor the team, monitor and reinforce company guidelines, policies, and procedures and manage CRM details including new client consults, marketing outreach and project management. The Director of Operations is a dedicated individual who can effectively problem solve while working independently with minimal supervision.

Key Responsibilities:

Operational Leadership

• Oversee and manage field operations for online auctions, estate sales, and clean-out services
• Support the Team Lead and field staff during pickups, job preparation, and execution
• Coordinate logistics for pickups, staffing, supplies, and communication across teams
• Work with Estate Sale and Move Managers to create and publish the Team schedule ensuring the appropriate Team Member is scheduled for each job/project
• Manage input of contacts and client information into FranConnect & Kintone
• Proper planning and scheduling of needed services at job sites (Bulk trash, dumpster, donations, appraisers and liquidators)
  
  

Team Management

• Provide day-to-day direction, feedback, and support to team members
• Wear dual hats as Director of Operations and backup Team Lead when necessary, especially on high-volume or complex jobs
• Advocate for staff needs and implement structure to support effective team performance
• Schedule and conduct interviews; also answer inquiries for employment
• Supervise on-boarding, new hire orientation and training of new employees
  
  

Process Improvement & SOP Development

• Accountable for the successful achievements of measurable operational success indicators & KPI’s
• Develop, document, and maintain Standard Operating Procedures (SOPs) for key areas, including but not limited to:
• Ethics Training
• Office Supply Handling Policies
• Operating Procedures
• Cash handling at auction pickups
• Receipt tracking and reconciliation
• Pickup day procedures and job flow
• Ensure the successful implementation of these tools across the enterprise, including 1:1 project introductions and acting as intermediary between client and team
• Review and update SOPs regularly to reflect evolving needs and ensure team-wide compliance

Accountability & Reporting

• Ensure all operational practices align with company policies and client expectations
• Monitor staff hours, productivity, and workload distribution
• Submit weekly updates and progress reports to the Owner regarding outstanding tasks, field performance, and process compliance
• Assist the General Manager in the creation of daily reports, monthly and year-end P&L statements
• Conduct follow-up calls and emails to clients upon completion of job/project (Moves and Estate Sales) including Google reviews, social media reviews and customer feedback
• Create, develop and manage processes throughout the company to increase efficiency and productivity
  
  

Time & Task Management

• Maintain a consistent 40-hour work week, including structured time for planning, documentation, and task management
• Set aside daily time blocks and designated office days (e.g., Fridays) for administrative responsibilities
• Proactively communicate any challenges related to workload or resource availability
• Assist the General Manager in the creation of daily reports, monthly and year-end P&L statements
• Conduct follow-up calls and emails to clients upon completion of job/project (Moves and Estate Sales) including Google reviews, social media reviews and customer feedback
• Must be willing and able to step into the active job role to support on site project leads as needed
• Other duties as assigned
  
  

Qualifications & Skills:

• Familiarity with online auction platforms and estate sale operations
• Proficiency in digital tools for scheduling, task tracking, and documentation
• Conflict resolution and team motivation skills
• Detail-oriented with strong follow-through
• Minimum two (2) years of experience in operations, sales and directing teams
• Minimum of Associates Degree or equivalent combination of education and experience
• Must possess strong communication skills, (verbal and written) as well as sound ethical decision making capabilities
• Strong working knowledge of Microsoft Office Suite and Basic HR Hiring and Termination policies
• Excellent prioritization and organizational skills are required
• Basic knowledge of on-line project management and scheduling tools strongly desired
  
  

Performance Expectations

• Meet or exceed expectations in completing assigned projects on time, including SOP documentation
• Demonstrate proactive communication and ownership of tasks
• Act as a positive leader, contributing to a supportive and high-functioning team culture
• Maintain accountability to the company’s mission and standards of professionalism
  
  

Physical/Environmental Requirements:

• Frequent lifting of up to 30lbs, moving, climbing occasionally, transporting, placing and removing household items for staging, liquidation, donation and resettling
• Walking and/or standing in varying weather environments
• Frequent walking up and down stairs, possibly while carrying up to 30lbs
  
  

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