Director of Operations

Express Employment Professionals - Cincinnati East; Lubbock (TX); On-site; USD 85,000 - 100,000; Full time

Job summary

Express Employment Professionals - Cincinnati East is seeking a Director of Operations to step into the operating seat and take ownership of day-to-day execution of a growing service business. The role is not just departmental leadership; you will lead the entire operation, align office and field teams, drive accountability, improve profitability, and build scalable systems.

If you have 7+ years leading operations in a service-based field and want to directly impact company performance, we want

Qualifications

• 7+ years of progressively responsible operations leadership experience.
• 3+ years managing people, including managers and supervisors.
• Experience within HVAC, Plumbing, Electrical, Home Services, or another comparable field-service business.
• Experience leading both field and office operations.
• P&L accountability and business management experience.
• Understanding of Dispatching, Capacity planning, Technician management, Installation and service workflows, Customer escalation and service recovery.
• Experience managing performance through KPIs, scorecards, and measurable outcomes.
• Proven ability to build accountability systems that do not depend on direct owner involvement.
• Track record of successfully implementing operational systems and processes.

Responsibilities

• Direct the day-to-day operations of the company.
• Ensure office and field teams work together efficiently.
• Manage staffing, scheduling priorities, workforce capacity, and operational execution.
• Resolve operational issues before they impact customers or employees.
• Create consistency, accountability, and clarity across the organization.
• Lead managers and supervisors across multiple functions.
• Establish clear ownership, expectations, and performance standards.
• Drive follow-through and accountability at every level.
• Coach, develop, and support leaders while addressing performance gaps when necessary.
• Own the operational drivers behind company success.
• Monitor and improve: Revenue growth, Gross margin, Labor efficiency, Technician productivity, Capacity utilization, Customer retention, Quality and callback reduction.
• Manage the business through metrics, scorecards, and data-driven decision making.
• Ensure customers receive exceptional service from the first phone call through job completion.
• Create processes that deliver professionalism, communication, dependability, and accountability.
• Lead customer recovery efforts when issues arise.
• Identify recurring operational challenges and solve them permanently.
• Develop and implement SOPs, processes, workflows, and operational standards.
• Improve onboarding, training, quality control, communication, and workforce planning.
• Build an operation that performs consistently without depending on the owner.

Skills

Operations leadership

People management

Service industry experience

P&L accountability

Tools

ServiceTitan

Service Fusion

Job description

Director of Operations

$85,000 - $100,000 Annually

Ready to Run a Company, Not Just a Department?

We're looking for a Director of Operations who can step into the operating seat and take ownership of the day-to-day execution of an established, growing service business.

This is not a departmental leadership role.

This is an opportunity to lead the entire operation, align office and field teams, drive accountability, improve profitability, and build systems that allow the company to scale.

If you've successfully run operations for a service-based business and are ready to make a direct impact on company performance, we want to talk with you.

What You'll Do

As Director of Operations, you'll serve as the operational leader of the business, ensuring that people, processes, and performance are aligned to deliver exceptional customer service and sustainable growth.

You'll Be Responsible For:

Leading Daily Operations

• Direct the day-to-day operations of the company.
• Ensure office and field teams work together efficiently.
• Manage staffing, scheduling priorities, workforce capacity, and operational execution.
• Resolve operational issues before they impact customers or employees.
• Create consistency, accountability, and clarity across the organization.

Building Accountability

• Lead managers and supervisors across multiple functions.
• Establish clear ownership, expectations, and performance standards.
• Drive follow-through and accountability at every level.
• Coach, develop, and support leaders while addressing performance gaps when necessary.

Driving Business Performance

• Own the operational drivers behind company success.
• Monitor and improve:
  • Revenue growth
  • Gross margin
  • Labor efficiency
  • Technician productivity
  • Capacity utilization
  • Customer retention
  • Quality and callback reduction
• Manage the business through metrics, scorecards, and data-driven decision making.

Elevating the Customer Experience

• Ensure customers receive exceptional service from the first phone call through job completion.
• Create processes that deliver professionalism, communication, dependability, and accountability.
• Lead customer recovery efforts when issues arise.

Improving Systems & Scalability

• Identify recurring operational challenges and solve them permanently.
• Develop and implement SOPs, processes, workflows, and operational standards.
• Improve onboarding, training, quality control, communication, and workforce planning.
• Build an operation that performs consistently without depending on the owner.

What You Need to Bring

Required Qualifications

? 7+ years of progressively responsible operations leadership experience

? 3+ years managing people, including managers and supervisors

? Experience within:

• HVAC
• Plumbing
• Electrical
• Home Services
• Or another comparable field-service business

? Experience leading both field and office operations

? P&L accountability and business management experience

? Understanding of:

• Dispatching
• Capacity planning
• Technician management
• Installation and service workflows
• Customer escalation and service recovery

? Experience managing performance through KPIs, scorecards, and measurable outcomes

? Proven ability to build accountability systems that do not depend on direct owner involvement

? Track record of successfully implementing operational systems and processes

Strongly Preferred

? Residential HVAC experience

? Experience leading operations within a $3M-$10M service business

? Experience helping a founder-led business become more structured, scalable, and professionally managed

? Experience with:

• ServiceTitan
• Service Fusion
• Similar field-service management platforms

You Might Be the Right Fit If...

You don't wait for someone else to solve problems.

You build systems instead of workarounds.

You believe accountability creates freedom.

You know how to lead both office and field teams.

You use data to make decisions.

You can balance people, process, customer experience, and profitability.

Most importantly, you understand that you do not need to be an HVAC expert to succeed in this role. You need to know how to run a service business.

What Success Looks Like

Within your first year, you'll have:

• Reduced owner involvement in daily operations.
• Improved accountability across teams and departments.
• Established clear operating systems and performance metrics.
• Improved efficiency, customer satisfaction, and profitability.
• Created a stronger leadership structure.
• Built a business that runs smoothly whether the owner is present or not.