Director of Operations

The role:

The Director of Operations is responsible for developing and executing operational strategy aligned with the General Manager’s vision and the company budget. This role ensures operational excellence, efficiency, service quality, and profitability within the company’s service and installation divisions. The ideal candidate will have Kaizen or Lean experience, a strong understanding of sales outputs, and a field-engaged leadership style to enhance the customer experience and drive continuous improvements.

Key Responsibilities:

Operational Leadership & Strategy

• Oversee Service Managers, Install Managers, Dispatch Manager, and Warehouse & Fleet Manager.
• Develop and implement strategic plans to optimize efficiency, quality control, and cost-effectiveness.
• Ensure gross margin and gross profit dollar growth through effective job costing, pricing strategies, and resource allocation.
• Drive Lean process improvements to reduce costs and improve service delivery times.
• Maintain strong field presence, engaging directly with teams to improve customer experience and job execution.

Scalability, Workforce Management & Installer Efficiency

• Implement workforce planning models to match sales growth with service/install capacity.
• Reduce time from signed estimate to job completion while ensuring profitability metrics are met.
• Improve scheduling, technician productivity, and resource allocation to maximize install revenue potential.
• Develop installer efficiency metrics to track and enhance productivity and capacity usage.
• Optimize maximum install capacity utilization to drive revenue and profit while maintaining high customer satisfaction.

Cross-Department Collaboration

• Work closely with the Director of Sales to align service availability with sales demand.
• Partner with Finance to drive job costing accuracy, margin growth, and profitability planning.
• Optimize Dispatch and Customer Service functions to improve scheduling efficiency and reduce cancellations.
• Ensure seamless integration between sales, operations, and customer fulfillment.

Data-Driven Decision Making

• Establish KPIs for operational efficiency, installer utilization, and service quality.
• Utilize data analytics to optimize dispatch efficiency, workforce productivity, and job profitability.
• Ensure OPEX control by balancing labor costs, material expenses, and operational output.
• Develop and track gross margin performance to ensure ongoing profitability improvements.

Key Performance Indicators (KPIs):

• Gross Margin & Gross Profit Dollars: Ensure revenue growth is aligned with profitability improvements.
• Installer Efficiency & Install Capacity Usage: Maximize install volume while maintaining service quality.
• Operational Efficiency: Reduce job cycle times and improve service response rates.
• Cost Control: Maintain COGS as % of revenue and reduce operational waste.
• Quality Metrics: Minimize error rates, customer callbacks, and rework costs.
• Workforce Productivity: Optimize technician efficiency and billable hours.
• Scalability & Growth: Support sales-driven growth by improving install and service throughput.

 Benefits and other:

• Competitive compensation: $140,000 - $170,000 Quarterly and Annual Bonuses.
• Weekly pay: Every Friday.
• Start earning PTO immediately.
• Great medical benefits, including dental, vision and life insurance.
• Generous 401K Company match.
• 6 Paid holidays.
• On-going technical and sales development training from the best in the business.
• Gain a family! We do a lot more than just work together. You will come to love our company outings; casual office environment and you will build life-long friendships.

Why Join Us?

As a rapidly growing home services company in the Greater Seattle market, we are investing in leadership that will drive our next phase of expansion. The Director of Sales and Director of Operations play crucial roles in our long-term success by aligning revenue growth with operational excellence. If you're a proven leader with a Lean or Kaizen background, who understands sales and field operations, and wants to transform a high-growth business, we want to hear from you!

Job Requirements:

• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field. MBA preferred.
• Minimum 8 years of experience in operational leadership, preferably in the home services (HVAC, plumbing, or electrical industries).
• Proven track record of scaling operations in a high-growth environment.
• Experience in Kaizen, Lean, Six Sigma, or other continuous improvement methodologies.
• Strong understanding of job costing, pricing strategies, and margin optimization.
• Experience working cross-functionally with Sales, Finance, Dispatch, and Customer Service teams.

South West Plumbing is an equal opportunity employer. All applicants will be considered without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, veteran status, physical or mental disability, marital status, and other protected groups or activities, in compliance with all applicable federal and state laws.