Cover It Painting is a rapidly growing painting company serving residential, commercial, and new construction customers throughout Central and Southeastern Pennsylvania. With approximately $6 million in annualized revenue and a growing team of project managers, operations directors, and painting professionals, we're building a company that combines skilled craftsmanship, strong leadership, and technology-driven operations. As we continue to grow, we're looking for an experienced, hands-on leader who thrives on solving difficult problems, protecting customer relationships, and ensuring our projects meet the highest standards of quality and execution. This is a high-impact leadership position with significant responsibility, direct access to company ownership, and the opportunity to grow into a senior executive role. The Role We are seeking a Director of Special Operations to serve as our senior-level problem solver and operational quality leader. This individual will be responsible for overseeing our highest-risk projects, resolving difficult customer and operational escalations, and ensuring that problems are identified and addressed before they become costly. Our existing project managers and Directors of Operations handle the day-to-day management of our projects. This position is designed to provide an additional layer of leadership, accountability, and problem-solving when situations require greater attention. The ideal candidate is someone who can walk onto a troubled jobsite, quickly understand what's happening, establish a plan, earn the confidence of the customer and field team, and lead the project toward a successful resolution. We need someone who is equally comfortable sitting across the table from a commercial developer and walking an active construction site wearing a hard hat. Key Responsibilities 1. Oversight of High-Risk Projects Proactively monitor our largest and most complex commercial projects, particularly those with contract values exceeding $50,000. Conduct weekly on-site inspections of designated high-risk projects. Independently verify reported project completion, workmanship quality, schedule adherence, and labor budgets. Identify potential problems before they become significant financial or customer service issues. Work directly with project managers and Directors of Operations to develop corrective action plans. Ensure project reporting accurately reflects actual field conditions. 2. Customer Escalation Management Take ownership of serious customer complaints and operational escalations that cannot be resolved through our normal management structure. Step in when customers are threatening legal action, negative reviews, contract termination, or withholding payment. Handle escalations of any project size, from a $5,000 residential job to a multimillion-dollar commercial development. Meet directly with customers to understand concerns, establish realistic solutions, and restore confidence. Negotiate appropriate resolutions that balance customer satisfaction, financial exposure, and long-term business relationships. Take ownership of difficult situations through their final resolution. 3. Financial Risk Management Protect the company from avoidable financial losses associated with poor execution, quality issues, project delays, and customer disputes. Identify projects at risk of significant budget overruns, back charges, or nonpayment. Evaluate potential financial exposure and recommend corrective actions. Work with ownership to negotiate settlements and resolve contract disputes when appropriate. Make informed decisions about when additional resources or concessions are justified to protect the company's overall interests. Track the financial impact of major escalations and their resolutions. 4. Operational Leadership & Accountability Work closely with our Directors of Operations and project managers to strengthen project execution and prevent recurring problems. Provide an independent assessment of project performance when necessary. Hold teams accountable for accurate reporting, quality standards, and project commitments. Identify recurring operational weaknesses and recommend improvements. Coach project managers and operations leaders through challenging situations. Develop systems and procedures that reduce the frequency and severity of future escalations. 5. Long-Term Operational Improvement Help build the processes, accountability, and leadership structure necessary to support the company's continued growth. Identify patterns behind major project failures and customer complaints. Improve quality control, project reporting, and escalation procedures. Partner with ownership to establish measurable operational performance standards. Contribute to the development of a scalable operations structure as the company expands. Who We're Looking For We are looking for an experienced leader with a strong operational background, exceptional problem-solving skills, and the confidence to handle difficult situations independently.

The ideal candidate will have:

Significant experience in construction, contracting, field operations, or a closely related industry. A demonstrated ability to manage complex projects, resolve customer disputes, and lead teams through difficult situations. Strong financial judgment and an understanding of project budgets, labor costs, and profitability. Excellent communication and negotiation skills, particularly when dealing with frustrated customers or challenging business relationships. The ability to independently assess a situation, make decisions, and take ownership of the outcome. Experience leading project managers, field supervisors, or other operational leaders. A strong sense of accountability, integrity, and attention to detail. Experience in commercial construction, painting, or specialty contracting is highly desirable. The Type of Leader Who Will Succeed Here We're looking for someone who is gritty, resourceful, and willing to get their hands dirty. This is not a desk-only management position. You need to be comfortable walking active construction sites, inspecting workmanship, having difficult conversations with contractors, and working alongside field teams to understand and resolve problems. You don't need to be a professional painter, and we aren't hiring you to spend your days painting walls. But when a project is falling apart, we need someone who is willing to show up, put on a hard hat, roll up their sleeves, and do whatever is reasonably necessary to get things back on track. We're looking for someone who takes personal responsibility for results rather than simply identifying problems and passing them along to someone else. This position offers the opportunity to earn additional compensation based on measurable contributions to operational performance, financial risk reduction, customer retention, and successful resolution of major escalations.

Pay:

$110,000.00 - $140,000.00 per year

Benefits:

Paid time off

Work Location:

In person