Operations Director

Swooped; United States; A distancia; USD 130.000 - 250.000; Jornada completa

Descripción de la vacante

Swooped is seeking an Operations Director to lead the day-to-day execution of its inside sales and appointment-setting team. The role centers on coaching, staffing, and process improvements to maximize contractor revenue.

You will own frontline metrics and drive scalable workflows across a remote United States team. As the leader, you will shape coverage plans, deliver targeted feedback from call reviews, and implement fixes for bottlenecks while maintaining a high-performance culture and clear

Formación

• Experience managing a team with direct accountability for performance metrics and team-level outcomes.
• Ability to analyze call recordings and diagnose actionable coaching improvements for representatives.
• Experience conducting candid, objective performance management conversations.
• Demonstrated capacity to identify operational slippage before it appears in reporting data.
• Strong organizational skills to maintain team structure independently.
• Comfort operating effectively in an ambiguous, fast-changing operational environment.

Responsabilidades

• Manage day-to-day team operations, including staffing schedules, inbound lead coverage, attendance, and weekend rotations.
• Recruit, onboard, and train new representatives to achieve rapid productivity.
• Review live and recorded calls to deliver targeted, tactical coaching and performance feedback.
• Track and manage core performance metrics—including speed to lead, contact rate, booking rate, and show rate—and execute rapid interventions when figures decline.
• Address performance issues directly through transparent, constructive conversations.
• Develop and maintain comprehensive operational documentation to ensure consistency and eliminate single points of failure.
• Identify systemic workflow bottlenecks and implement structural fixes.

Conocimientos

Team leadership

Coaching

Analytical skills

Organizational skills

Adaptability

Descripción del empleo

The hiring organization is seeking an Operations Director to lead the day-to-day execution of its inside sales and appointment-setting team. This role is responsible for overseeing the team that qualifies inbound leads and books onsite appointments on behalf of contractor clients.

Working in direct partnership with operational leadership, the Operations Director will actively shape operational processes, coverage plans, coaching cadences, and onboarding workflows to maximize client revenue outcomes.

Key Responsibilities

• Manage day-to-day team operations, including staffing schedules, inbound lead coverage, attendance, and weekend rotations.
• Recruit, onboard, and train new representatives to achieve rapid productivity.
• Review live and recorded calls to deliver targeted, tactical coaching and performance feedback.
• Track and manage core performance metrics—including speed to lead, contact rate, booking rate, and show rate—and execute rapid interventions when figures decline.
• Address performance issues directly through transparent, constructive conversations.
• Develop and maintain comprehensive operational documentation to ensure consistency and eliminate single points of failure.
• Identify systemic workflow bottlenecks and implement structural fixes.

Qualifications

• Demonstrated experience managing a team with direct accountability for performance metrics and team-level outcomes.
• Proven ability to analyze call recordings and diagnose actionable coaching improvements for representatives.
• Experience conducting candid, objective performance management conversations.
• Demonstrated capacity to identify operational slippage before it appears in reporting data.
• Strong organizational skills with the ability to maintain team structure independently.
• Comfort operating effectively in an ambiguous, fast-changing operational environment.

Preferred Qualifications

• Prior experience leading an inside sales or appointment-setting team.
• Experience as a team lead or sales floor manager providing daily direct coaching.
• Operational leadership experience in sales operations or support operations involving direct people management.
• Industry experience within home services, remodeling, or related sectors managing teams that book in-home appointments.
• Prior direct experience conducting phone sales or appointment setting.

Schedule and Role Expectations

• Expected work schedule of 60 to 70 hours per week.
• Operational coverage aligned with inbound lead volume, including scheduled weekend coverage.
• Assumption of full operational ownership of the team within the first two weeks of employment.
• Ongoing accountability for team metrics, including participation in regular performance reviews.
• Flexibility to manage an evolving scope of responsibility as the team and organization scale.

Compensation and Work Details

• Role Title: Operations Director
• Employment Type: Full time
• Location: Remote (United States)
• Total Compensation: $130,000–$250,000 (base salary plus equity)

Equal Opportunity Employer

The organization is committed to creating a diverse and inclusive workplace where all individuals are treated with respect and provided equal opportunities. The organization does not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. All qualified candidates are encouraged to apply.