Head of Service Operations: Scale Systems & Profitability

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

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