DIRECTOR OF PERFORMANCE EXCELLENCE, ENVIRONMENTAL SERVICES

TouchPoint; Detroit (MI); Remote; USD 100,000 - 150,000; Full time

Job summary

TouchPoint Support Services is seeking a Director of Performance Excellence to lead operational transformation and strategic initiatives. This role involves collaboration with senior leadership to optimize workflows and implement innovative technologies across the Environmental Services sector. The ideal candidate will have a strong background in operational leadership and a proven track record of driving financial and operational outcomes.

Qualifications

• 10+ years in operational leadership with a focus on strategic outcomes.
• Experience in implementing operational technologies and processes.
• Strong financial acumen and leadership capabilities.

Responsibilities

• Drive change through continuous improvement and strategic initiatives.
• Lead technology deployments and ensure operational targets are met.
• Collaborate with senior leadership to enhance operational success.

Skills

Operational Leadership

Strategic Financial Initiatives

Cross-Functional Collaboration

Change Management

Communication Skills

Education

Bachelor's degree in Business Administration

MBA

Job description

Other Forms of Compensation : 20% bonus eligibility

Reports To : SVP, Strategic, Analytics, & Performance Excellence

Schedule : Full time; requires about 50-60% travel. More details are available upon interviewing. This is a remote position. The ideal candidate is based in Indianapolis, Detroit, Chicago, or Milwaukee.

TouchPoint Support Services was created in 2011 and spans over 14,000 team members nationally. TouchPoint dares to be different than the rest. Where the others will say and be whatever you want them to be, Touchpoint is a proven, standardized turnkey operating platform designed to drive greater efficiency, effectiveness and transformative change for our clients. As a leader in our field, we are seeking a highly skilled Director of Performance Excellence to drive change through continuous improvement and strategic initiatives that achieve tangible financial and operational outcomes. This pivotal role will collaborate directly with senior leadership, including the SVP of Strategy, Operations & Analytics, Division President, Regional Vice Presidents and Standards team to shape the trajectory of our organization and ensure long-term operational success.

Summary :

As the Director of Performance Excellence – EVS, you will play a strategic leadership role at the forefront of innovation and operational excellence at TouchPoint Support Services. You’ll partner closely with executive leaders and field operators to implement scalable solutions, optimize workflows, and champion cutting-edge technology across our national Environmental Services (EVS) footprint. This position is part of a newly established, forward-thinking team focused on national transformation in a rapidly growing business sector. You’ll serve as a catalyst for continuous improvement, driving initiatives that enhance both the client and team member experience while delivering measurable financial and operational outcomes. To succeed in this role, you’ll need a deep understanding of operational strategy, service delivery, and change management. You’ll lead the implementation of key platforms such as TaskUp (digital task management) and ClearVue (quality assurance survey platform), while also refining our EVS Service Level Staffing Model (dynamic statement of work) to meet the evolving needs of our business. Your ability to blend data-driven insights with practical application will empower our teams to perform at their best — and scale those best practices across the country. As a trusted thought partner to the SVP and operational leadership, you’ll lead high-impact conversations, uncover opportunities through analysis, and align cross-functional teams around a shared vision of excellence. You’ll also play a key role in driving the adoption of operational data tools, ensuring they meet real business needs and fuel smarter decision-making. If you’re a collaborative, strategic leader with a passion for operational transformation and a knack for turning vision into reality, we invite you to bring your talents to a team that’s redefining support services for the future.

Key Responsibilities :

• Take ownership of technology deployments to ensure new technology meets or exceeds targeted operational and financial targets.
• Implement, educate and train operational leaders nationally to ensure effective implementation and continuous performance improvement.
• Initially focused on TaskUp (task management software) and ClearVue (quality assurance and survey tool) deployments nationally to expand to overall technology within Support Services.

Performance Excellence :

• Centered on operational rigor ensuring our standards are established and met, developing new processes to foster continuous improvement in operational performance.
• Ensure best practices are identified and scaled nationally.
• Ideate, test and iterate new processes, technologies, and concepts to scale nationally to include in our standardized operating platform.

EVS Scope of Work :

• Take ownership of the EVS Service Level Staffing model, enriching it with additional drivers.
• Continuously monitor and optimize the model to align with evolving business needs.
• Establish and refine the model to ensure accuracy and reliability in new business efforts.
• Educate and equip organizational leaders with a comprehensive understanding of the model's implications and applications.

Leading Critical Business Conversations and Analyses :

• Work closely with the SVP and operational leaders to drive strategic discussions.
• Conduct in-depth analyses that address crucial business challenges, uncover opportunities, and support data-driven decision-making.
• Collaborate with cross-functional teams to align financial and operational goals to exceed client expectations.
• Spearhead the adoption of operational & financial data products throughout the organization.
• Act as a bridge between departments, understanding their unique needs, and ensuring that solutions align with overall business objectives.
• Drive the evolution of data products, leveraging insights to boost operational efficiency and effectiveness.

Qualifications :

• Bachelor's degree in Business Administration, Hospitality Management, Finance, Accounting, or a related field. MBA preferred.
• Proven experience (10+ years) in an operational leadership role, with a focus on strategic financial initiatives and driving tangible outcomes.
• Strong operational and financial acumen.
• Demonstrated success in developing and implementing operational technologies and processes.
• Experience in driving cross-functional projects and collaborating with various departments to achieve organizational objectives.
• Exceptional communication skills, with the ability to present complex concepts to stakeholders.
• Strategic mindset, capable of identifying business opportunities and implementing innovative solutions.
• Strong leadership capabilities, fostering teamwork, and empowering team members to excel.
• Ability to thrive in a fast-paced, dynamic environment and handle multiple priorities effectively.

TouchPoint, Support Services, provides customer focused support services. As specialists, we perform services including healthcare housekeeping, management in laundry processing, patient transportation, and food service. TouchPoint is a compilation of the most committed and talented individuals working in the industry today. Our dedication to quality, exceptional customer service, and unequivocal results allow us to provide the best outcomes to our clients.

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Environmental Service Director • Detroit, Michigan, United States of America