Regional Director of Operations

We are seeking a driven and experienced Regional Operations Manager to oversee the P&L for an assigned region. This role leads and supervises General Managers, ensures revenue and EBITDA targets are met, and maintains a World-Class Customer Experience. You will be expected to develop and implement market improvement plans, as needed, and collaborate with cross-functional teams in sales, procurement, marketing, and finance to ensure market success. As a key leader, you will also drive training, customer engagement, and operational excellence across all assigned locations.

Optional Location to Include: Richmond, VA, Charlotte, NC, or Charleston, SC

KEY RESPONSIBILITIES:

• Leadership & Team Development:
• Act as the primary point of contact for General Managers (GMs) in addressing customer issues, resolving order-related problems, and training staff to handle customer complaints and technician behavior issues.
• Mentor GMs to ensure they effectively train and manage technicians, perform ride-alongs, and review technician performance daily.
• Oversee all staffing decisions, including interviewing, hiring, and terminations, in line with company policies.
• Operational Oversight:
• Monitor daily, weekly, and monthly operational metrics for all assigned locations.
• Drive a culture of safety by ensuring GMs enforce safety regulations and maintain company vehicles in good operating condition.
• Lead weekly team meetings to discuss key performance indicators (KPIs), recognize top performers, and address any performance issues.
• Manage the sales training process and ensure GMs are coaching technicians on sales techniques learned during training.
• Inventory & Fleet Management:
• Oversee inventory control, ensuring proper ordering and receiving of doors and other necessary materials.
• Manage fleet logistics, ensuring efficient scheduling of technicians and installers to optimize performance.
• Financial & Administrative:
• Ensure that all invoices, sales orders, and accounts receivable are reviewed regularly to meet company deadlines.
• Manage cash handling and ensure deposits are made promptly to support business operations.
• Collaborate with the executive team to standardize processes across regions and ensure operational goals are met.
• Customer Service Excellence:
• Act as a liaison between GMs and the executive team for critical issues.
• Ensure GMs maintain a customer-focused approach by addressing customer needs and providing timely solutions.

QUALIFICATIONS:

• Experience:
• Minimum of 3 years in a General Manager or senior leadership role, with a focus on sales, operations, or customer service.
• Proven experience (5 years) in sales, estimating, bidding, and closing deals, ideally in the garage door or home services industry.
• At least 2 years of supervisory experience.
• Education:
• High school diploma required; some college or a relevant certification is preferred.
• Skills & Abilities:
• Strong knowledge of sales techniques, scheduling, problem-solving, and supervisory strategies.
• Proven ability to manage P&Ls and execute business plans.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Ability to analyze sales data and use logic to solve complex issues.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage a safe, productive, and customer-oriented work environment.
• Licenses & Certifications:
• Valid driver’s license and a clean driving record.

CORE COMPETENCIES:

• Customer Service Excellence: Commitment to delivering high-quality, responsive service.
• Effective Communication: Clear and persuasive communication skills with the ability to influence and inspire others.
• Leadership & Teamwork: Strong leadership skills with the ability to foster teamwork and achieve common goals.
• Continuous Learning & Job Mastery: Desire to stay updated with industry trends and improve personal and team performance.
• Problem Solving & Decision Making: Ability to analyze complex issues and provide practical, effective solutions.

TARGETS & PERFORMANCE EXPECTATIONS:

• Lead assigned markets to achieve overall Sales Revenue and EBITDA goals.
• Maintain an NPS of 90 and an average online review rating of 4.9 stars.
• Achieve set goals for Residential Closed Calls and team performance.
• Maintain a zero-tolerance policy for work-related safety incidents and company vehicle accidents.
• Ensure employee turnover is under 15% and support staff development via advancement plans.