The Director of Operations oversees overall performance, leadership, accountability, and continuous improvement. This role works directly with the Ops Manager, providing leadership and oversight of daily field operations, Area Manager performance, staffing, service quality, labor, account profitability, and operational processes. The Director leads at a strategic level rather than handling every daily issue personally. The Ops Manager handles day-to-day execution, while the Director provides direction, accountability, coaching, and oversight for effectiveness. Primary Responsibilities Operations Leadership Directly manage, coach, and develop the Operations leadership team. Establish clear expectations, priorities, goals, and measurable KPIs. Conduct regular accountability meetings with the Operations Manager. Ensure the Operations team is effectively managed and aligned with company priorities. Hold leaders accountable for completing assigned priorities, Rocks, and corrective actions. Develop managers who can independently solve problems and lead their teams. Prevent routine operational issues from escalating to senior leadership. Operational Performance Maintain overall accountability for operational performance across all client accounts. Review daily and weekly operational dashboards and scorecards. Monitor staffing shortages, open shifts, customer complaints, QA results, attendance, overtime, and account issues. Identify operational trends and recurring problems and ensure corrective action is taken. Require every significant operational issue to have a clear owner, deadline, and action plan. Ensure company SOPs and proven processes are consistently followed. Manager Accountability & Development Hold Managers accountable to their scorecards, KPIs, and responsibilities. Review manager performance and identify leadership or execution gaps. Provide coaching and support when managers are not meeting expectations. Implement corrective action when necessary. Develop stronger managers and reduce dependence on senior leadership for routine decisions. Ensure leaders are effectively managing their teams rather than routinely performing frontline responsibilities themselves. Build a culture of leadership, ownership, and accountability throughout Operations. Customer Satisfaction & Retention Maintain executive oversight of client satisfaction and retention. Review significant, recurring, or high-risk customer complaints. Ensure complaints receive timely investigation, corrective action, documentation, and follow-up. Become directly involved in escalated or high-risk client issues when appropriate. Identify accounts at risk and develop appropriate retention and recovery plans. Participate in strategic client meetings, account reviews, and relationship-management activities. Quality Assurance Ensure company quality standards are consistently achieved across all accounts. Review QA inspection scores, trends, and recurring deficiencies. Ensure corrective actions are implemented when quality falls below expectations. Partner with Operations and Quality leadership to strengthen inspection and quality-control processes. Verify digital checklists, inspections, photos, and required documentation are completed accurately. Staffing & Workforce Performance Maintain operational accountability for appropriate staffing levels at every account. Partner with HR and Recruiting to establish and prioritize hiring needs. Review critical staffing requirements with the Operations Manager. Ensure vacancies, call-offs, and attendance issues have appropriate coverage plans. Monitor employee turnover, attendance, overtime, and staffing trends. Hold operational leaders accountable for employee retention, proper supervision, and workforce stability. Labor & Financial Performance Monitor labor performance against account budgets and expectations. Review overtime, excessive labor usage, and other controllable labor costs. Identify accounts operating outside budget and establish corrective action plans. Address accounts that are over labor, underperforming, or negatively affecting profitability. Monitor supply, equipment, and other controllable operational expenses. Work with COO and Finance to improve account profitability and efficiency. EOS Leadership & Accountability Lead or actively participate in Operations L10 meetings. Maintain an effective Operations Scorecard with accurate and timely data. Ensure Operations KPIs are updated and reviewed consistently. Identify Issues and move them through the IDS process. Ensure Rocks and priorities are completed by established deadlines. Promote Leadership, Management, and Accountability throughout Operations. Ensure managers understand their responsibilities and seats within the Accountability Chart. New Account Launches & Transitions Provide leadership oversight of new client transitions and account launches. Ensure staffing, equipment, supplies, training, schedules, and leadership are prepared before launch. Review transition plans with the Operations Manager and responsible leaders. Ensure new accounts receive increased operational oversight during the stabilization period. Conduct post-launch reviews and address deficiencies quickly. Establish accountability for successful implementation and long-term operational stability. Process Improvement & Scalability Identify operational inefficiencies, bottlenecks, and recurring issues. Create, improve, and standardize SOPs and proven processes. Ensure processes are documented, trained, followed, and measured. Reduce unnecessary manual intervention and dependence on senior leadership. Develop systems that allow Operations to scale effectively as the company grows. Promote continuous improvement across people, processes, and service delivery. Key Performance Indicators The Director of Operations will be measured through key operational and financial indicators, including: Client retention Customer complaint trends and resolution time Quality inspection scores Staffing percentage and open-position aging Employee turnover and attendance Overtime percentage Labor budget performance Account profitability Area Manager scorecard performance Operations Manager scorecard performance Training compliance Corrective action completion Rock and priority completion New account launch performance Overall operational efficiency and stability Qualifications Previous senior operations leadership experience required. Experience managing managers and multi-location operations strongly preferred. Commercial janitorial, facilities, hospitality, or service-industry experience preferred. Strong leadership, accountability, delegation, and manager-development skills. Strong understanding of labor management, operational budgets, and account profitability. Experience using KPIs, dashboards, scorecards, and performance-management systems. Strong customer communication and conflict-resolution skills. Ability to identify problems, determine root causes, and implement effective corrective actions. Ability to coach managers and develop leaders at multiple levels. Ability to travel between client locations as required. EOS experience preferred. Leadership Expectations The Director of Operations is expected to: Lead the Operations Team. Hold managers accountable. Develop leaders. Protect client relationships. Control operational performance. Improve profitability. Build repeatable processes. Solve problems at the appropriate level. Create accountability and ownership throughout Operations. Keep the COO informed without requiring them to run daily Operations. The Director of Operations should consistently operate with a mindset of ownership, accountability, leadership development, operational excellence, client satisfaction, and continuous improvement. (Focus on true excellence).

Pay:

$75,000.00 per year

Work Location:

In person