Director of Operations

WHO WE ARE

LoadUp is a fast-growing company that provides a transparent and convenient solution to on-demand home services through our custom tech-enabled order management and logistics platform. We match both individuals and businesses with our network of service providers for sustainable removal, disposal, assembly, and hourly labor services, nationwide.

We are looking for talented, committed, driven individuals to join our team! LoadUp is a certified Great Place to Work and is among Inc.’s list of the 5000 Fastest-Growing companies four years in a row (2019 - 2023).

OUR CORE BELIEFS

At LoadUp, we exist to glorify God by pursuing excellence in all we do. Our definition of excellence is not perfection but rather a commitment to continual improvement, attention to detail, and the highest level of integrity. While each team member has a specific, clearly defined role, we’re all connected by a strong set of core beliefs that have been developed to foster advancement and guide our decisions. To bring out the best in our people, we look for individuals who exhibit these core beliefs every day.

• Profit Drives Purpose - We believe running a profitable business affords us the opportunity to fulfill our professional and personal purpose in life.
• Right Shell - We constantly need to be evaluating whether our processes, systems, and people are right sized for maximum agility.
• Own It - Everyone has a stake in the company and, therefore, is responsible for their performance.
• Fellowship Matters - We believe there is power and connection in being present in the same physical space.
• Live in Truth - We’re committed to winning the right way. Call it like it is. No sugar coating.
• Action Over Words - Words are important but 1000 words get trumped by 1 intentional action.
• Build to Last - We’re building this company to last and withstand the test of time. We play the long game in our decision-making and execution.

POSITION OVERVIEW

We are seeking a strategic, results-driven Director of Operations to lead our Customer Support and Field Operations teams. This key leadership role will oversee all aspects of LoadUp’s service and support experience—ensuring high levels of customer satisfaction, operational efficiency, and scalable fulfillment. The ideal candidate is an experienced people manager with strong analytical and process optimization skills, a passion for delivering exceptional customer and contractor experiences, and the ability to thrive in a fast-paced, tech-enabled environment.

Key Responsibilities:

• Build, lead, and mentor high-performing teams across customer service and field operations.
• Create a culture of accountability, development, and continuous improvement.
• Identify and fill resource gaps while nurturing internal talent and leadership pipelines.
• Align department goals with company objectives and provide strategic insights to the executive team.
• Oversee daily operations of the Customer Service and Field Operations teams across inbound/outbound channels (phone, chat, SMS, email).
• Continuously optimize support workflows, tools, and escalation processes to drive efficiency and experience improvements.
• Leverage customer feedback and platform data to identify service trends and drive process improvements.
• Own KPIs such as CSAT, response time, first contact resolution, and escalation rate and report on performance dashboards, weekly operational KPIs, and company objectives.
• Collaborate closely with Product, Engineering, Marketing, Compliance and Finance teams to align operational goals with broader company initiatives.
• Evaluate and implement tools and technologies to enhance customer and contractor experience.
• Participate in long-term planning and contribute to LoadUp's vision for operational excellence and service innovation.

Qualifications:

• 7–10 years of experience in operations leadership roles, preferably within tech-enabled service, logistics, or marketplace/platform businesses.
  
• Proven track record managing and scaling teams.
  
• Experience working with outsourced or hybrid support models.
  
• Strong data orientation with experience in operational reporting, workforce planning, and performance optimization.
  
• Excellent communication and leadership skills, with the ability to inspire and develop high-performing teams.
  
• Proficiency in tools such as HubSpot, Kustomer, Aircall or similar support platforms; familiarity with contractor apps or logistics software is a plus.
  
• Bachelor’s degree required; MBA or advanced degree preferred.

PERKS

• Competitive Salary
• Employee Stipend Program
• Medical, Dental, Vision, and Life Insurance Benefits
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• 401(k) with a 5% Company Match
• Employee Referral Program
• Paid Time Off Policy
• Fun Company Outings

LoadUp is an equal opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.