Director of Operations

Job Title: Director of Home Service Operations

Department: Operations

Reports To: Chief Executive Officer (CEO)

Location: US Based (with travel as required)

Are you ready to join a company experiencing explosive double-digit growth and actively acquiring other businesses? As the Director of Operations, you'll be at the forefront of our dynamic expansion in the highly lucrative garage door industry—a market known for delivering one of the best ROIs around. Reporting directly to the CEO, you will manage the full spectrum of operations, equally overseeing both the communications functions (including call center, contact center, and dispatch) and field operations for garage door repair and installation services across the Midwest region. In this role, you will also supervise over a dozen team members—comprising Customer Service Representatives (CSRs), technicians, and their managers—to ensure cohesive teamwork and outstanding performance. We pride ourselves on a “get the job done at all costs” approach and an awesome, high-energy culture that thrives on rapid, emergency-based responses.

Operational Leadership:

• Spearhead day-to-day operations across both the communications functions and field teams, ensuring flawless execution in a fast-paced, emergency-driven environment.
• Oversee a diverse team of more than a dozen professionals—including CSRs, technicians, and their managers—to ensure coordinated and effective operations.
• Champion a “get the job done at all costs” mindset, ensuring that every challenge is met with swift, decisive action.

Team Management and Development:

• Inspire, mentor, and build a high-performing team dedicated to delivering exceptional customer service under pressure.
• Conduct regular performance reviews and training sessions, establishing clear, measurable performance metrics that drive results.

Budget and Financial Management:

• Develop and manage operational budgets with a focus on cost control and maximizing ROI, ensuring every investment drives our rapid, double-digit growth.
• Analyze financial performance to identify operational efficiencies and support strategic growth initiatives.

Crisis and Emergency Management:

• Act as the primary escalation point for critical operational issues and emergencies, ensuring rapid, effective resolutions.
• Develop, refine, and enforce emergency response protocols to minimize risk and guarantee continuous service delivery.
• Process Improvement and Technology Adaptation:
• Identify, design, and implement process improvements that streamline workflows and boost operational efficiency.
• Leverage cutting-edge technology—including project management software, VoIP systems, CRM, and field management software—to drive performance and innovation.
• Collaborate with cross-functional teams to integrate improvements that enhance both customer experience and operational success.

Customer Service and Quality Assurance:

• Monitor key performance indicators (KPIs) for both the communications and field operations, with a specific focus on booking rate, closing rate, and closing ticket average, to ensure world-class service delivery.
• Establish and enforce rigorous quality control protocols that meet or exceed industry standards and customer expectations.
• Strategic Planning and Reporting:
• Partner directly with the CEO to develop strategic operational plans and long-term goals that align with our aggressive growth trajectory.
• Prepare and present regular performance reports, highlighting achievements, challenges, and opportunities for further growth.

Cross-Departmental Collaboration:

• Work closely with other departments to ensure seamless integration of operational activities into the overall business strategy.
• Foster a culture of accountability, teamwork, and continuous improvement throughout the organization.
  

Education:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• MBA or an equivalent advanced degree is highly desirable.

Experience:

• 7 years of operations management experience, including at least 3 years in a leadership role overseeing multi-site operations or integrated communications and field teams.
• Experience in the home services industry—ideally within garage door repair/installation—or in similarly fast-paced, emergency-driven sectors is highly advantageous.

Skills and Attributes:

• Proven leadership and team management skills with the ability to motivate and drive teams to exceed targets under pressure.
• Strong financial acumen and expertise in budgeting, cost management, and financial analysis.
• Exceptional problem-solving skills with a proactive and decisive approach to crisis management.
• Excellent communication and interpersonal abilities, with a knack for building relationships and influencing stakeholders at all levels.
• High adaptability and proficiency with modern technologies such as project management software, VoIP systems, CRM, and field management software.
• A resilient, results-oriented attitude and a passion for driving operational excellence in a rapidly evolving industry.

Other Requirements:

• Willingness and ability to travel throughout the Midwest region as needed.
• Flexibility to respond to emergency situations beyond standard business hours.
  

Explosive Growth Opportunities:

• Join a company experiencing double-digit growth with active acquisitions driving our market expansion.

Industry-Leading ROI:

• Be a part of an industry recognized for its exceptional returns on investment.

A Culture That Rocks:

• Thrive in an environment with an awesome, dynamic culture that celebrates hard work and decisive action.

Competitive Rewards:

• Enjoy a competitive salary, performance-based bonuses, and a comprehensive benefits package.

Professional Advancement:

• Benefit from ample opportunities for career growth and professional development in a forward-thinking company.