Director, Operations Excellence

SERVPRO; Gallatin (TN); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Profit sharing plan

Generous paid time-off and holidays

Paid parental leave

On-site fitness rooms

Employee Assistance Program

Employee Resource Groups

Personal and professional development

Job summary

SERVPRO is seeking a Director of Operations Excellence to drive process mapping, standards, and technology adoption across categories like construction and disaster response. You will lead UAT testing, pilot programs with franchisors, and manage the Strategic Operations project portfolio reporting to the VP.

You will collaborate with HQ and Field Operations, influence cross-functional teams, and push continuous improvement while aligning with corporate goals and budgets.

Qualifications

• Five+ years in operations and strategy in a cross-functional environment.
• Demonstrates integrity and commitment to SERVPRO's values.
• Strong interpersonal and leadership skills.
• Passion to serve franchisees through consultative skills.
• Technical skills in data analysis, prototyping, troubleshooting.
• Project management and budgeting experience.
• Excellent written and verbal communication.

Responsibilities

• Manage key deliverables for process mapping and standards for supported categories.
• Execute tasks aligned with strategic方向 and priorities for operations excellence.
• Monitor industry trends to anticipate changes in technology and standards.
• Coordinate with HQ and Field Operations for program deployment.
• Guide IS team on priorities for technological improvements.
• Develop and execute internal UAT and Franchise Testing protocols.
• Support executive discussions with business insights and metrics.
• Assist with SLT/OLT reporting of operations excellence activities.

Skills

Data analysis

Prototyping

Troubleshooting

Project management

WorkCenter 2.0

Salesforce

Tableau

Verisk

MS Office

Leadership

Education

Bachelor’s Degree

Tools

Salesforce

Tableau

Verisk

MS Office

WorkCenter 2.0

Job description

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

What We Offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

The Director, Operations Excellence is responsible for driving continuous improvement and operational excellence within the Strategic Operations Division. This role focuses on mapping processes, defining standards for supported categories (e.g., Construction, Roofing, Disaster Response, Restoration, etc.), and identifying technology solutions to enhance these processes. A key objective of this role is to conduct testing and feedback initiatives through User Acceptance Testing (UAT) internally and administering Beta Testing with select franchisees. The Director will also support, track, and manage the Strategic Operations Division project portfolio, ensuring alignment with the company's strategic goals. This position reports to the Vice President, Strategic Operations.

You will

• Manage the execution of key deliverables related to process mapping and standards definition for supported categories.
• Assign and execute supporting tasks based upon the strategic direction and priorities for operations excellence initiatives with the goal of driving continuous improvement.
• Maintain a focus on industry developments and trends to anticipate changes and new requirements for technology solutions and process standards.
• Coordinate with HQ departments to ensure all operations excellence initiatives are vetted, goals are clearly defined, training resources are created to the defined programs/processes and delivered to the Field Operations division for proper deployment to the field.
• Coordinate with the Information Systems team to provide guidance on the business priorities for technological improvements as identified by operations excellence initiatives.
• Develop and execute internal User Acceptance Testing (UAT) and Franchise Testing (Pilot or Beta) protocols for all items delivered to the field, including clearly identified and communicated success criteria and administering the selection process for Pilot or Beta testers.
• Contribute to discussions with company divisions and executives that consist of business insight associated with the strategic initiatives of the company.
• Assist with SLT, OLT and division communication and reporting of operations excellence activities that may impact the broader group.
• Be prepared to execute other duties as assigned based on the needs of the division and the company.

You have

• A minimum of five years’ experience in operations and strategy, with a proven ability to lead with influence in a cross-functional and complex environment within both SERVPRO® Headquarters (HQ) and the franchisees.
• Demonstrates integrity, tact, diplomacy, and commitment to SERVPRO®’s values.
• Strong interpersonal and leadership skills with ability to effectively collaborate with multiple levels within the organization.
• \"Passion to serve\" franchisees through consultative skills.
• Technical skills include specialized knowledge and expertise in using data analysis to improve workflows, development, researching, prototyping, and troubleshooting. Project management involving the planning and organizing of a company's resources to move a specific task, event, or duty toward completion are critical in this role.
• Computer skills include a WorkCenter™ 2.0 or equivalent franchise operating system platform, Salesforce, Tableau Software, Verisk Software, and MS Office software.
• Analytical skills of gathering data, analyzing it, deciphering the meaning, and presenting it. Additionally, forecasting, data presentation, resource management, data and metrics interpreting, reporting, diagnostics, and creativity skills are necessary.
• Marketing skills, including the general knowledge of sales, advertising, and consumer research, as well as a digital skill required for success in modern-day online marketing.
• Presentation skills, including the ability to facilitate presentations or executive level report-outs. Hard skills in this area should include visual communication, slideshows, research, data analysis, reporting, persuasion, and graphic design.
• Management skills necessary for this position are fundamental business knowledge of budgeting, project management, hiring, finance, office management skills, resource coordination, new business development, negotiating, and planning. Strong business acumen, financial skills, and analytical abilities. Strong organizational and time management skills, including ability to meet deadlines and balance competing demands.
• Excellent written and oral communication skills, especially in conveying technical concepts to non-technical audience.
• Strong attention to detail to ensure accuracy and provide validation of results.
• Intellectual curiosity, along with excellent critical thinking skills, to be able to disaggregate issues, identify root causes and recommend solutions.

Education

• Bachelor’s Degree required in Economics, Business Administration, Finance or the equivalent combination of education, training, and work experience.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.