Operations Director Job ID: 404941

Pieces of HR; Northern (KY); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Pieces of HR is seeking a Director of Operations to own how we deliver service at scale. You will design the operating system, standards, and cadence, ensuring locations are staffed, stable, and within labor and quality targets as we grow across states.

You will lead three functions: Service Operations, Quality & Field Operations, and Implementation, reporting to the CEO. This is a manager-of-managers role; you will address systemic problems while your managers handle day-to-day operations and

Qualifications

• 7+ years in operations leadership, including 3+ years managing managers in a multi-site, hourly-workforce business.
• Track record of building operating systems: SOPs, KPIs, capacity models, management cadence.
• Strong financial acumen: labor budgets, cost control, location-level profitability.
• Experience scaling operations across multiple states or regions.
• Ability to lead remotely and hold managers accountable through data and cadence.
• Bilingual English/Spanish required.

Responsibilities

• Own operations strategy, org design, management cadence, KPIs, and service-delivery standards
• Build the SOPs, escalation paths, technology workflows, and management systems that hold as location count grows
• Own capacity planning and the labor model; govern labor spend and the operating budget
• Lead and develop the Service Operations, Quality, and Implementation managers; build bench strength beneath them
• Own major client and service escalations, partnering with Customer Success on client communication
• Partner with Sales on feasibility and operational commitments before deals close, and with People on hiring demand, training needs, and retention
• Bring scaling constraints and operational risk to the CEO before they become client problems

Skills

Operations leadership

Managing managers

SOPs & KPIs

Capacity planning

Labor budgeting

Remote leadership

Bilingual English/Spanish

Job description

Our client is a fast-growing facility services company operating across multiple states, with a growing workforce and a plan to more than double over the next two years. The leadership team is small, decisions are fast, and the company is investing in the operating structure needed to scale.

The role

The Director of Operations owns how the company delivers service at scale. You'll design and run the operating system structure, standards, KPIs, capacity, and management cadence so that locations are staffed, stable, and within labor and quality targets as the business grows. You'll lead three functions: Service Operations (the live portfolio and daily execution), Quality & Field Operations (independent inspection and quality management), and Implementation (launching new clients and locations). You'll report to the CEO.

This is a manager-of-managers role. You'll handle systemic problems and major escalations; your managers handle the day-to-day.

What you'll do

• Own operations strategy, org design, management cadence, KPIs, and service-delivery standards
• Build the SOPs, escalation paths, technology workflows, and management systems that hold as location count grows
• Own capacity planning and the labor model; govern labor spend and the operating budget
• Lead and develop the Service Operations, Quality, and Implementation managers; build bench strength beneath them
• Own major client and service escalations, partnering with Customer Success on client communication
• Partner with Sales on feasibility and operational commitments before deals close, and with People on hiring demand, training needs, and retention
• Bring scaling constraints and operational risk to the CEO before they become client problems

What success looks like

• Service completion and fill rates hold as locations are added
• Labor cost stays within budget across markets
• Quality issues are found internally before clients report them
• New locations launch on time, fully staffed, and stable within 30 days
• The CEO is no longer involved in routine operational escalations

What you bring

• 7+ years in operations leadership, including 3+ years managing managers in a multi-site, hourly-workforce business — commercial cleaning, facilities, field services, logistics, or hospitality
• A track record of building operating systems: SOPs, KPIs, capacity models, management cadence
• Strong financial acumen: labor budgets, cost control, location-level profitability
• Experience scaling operations across multiple states or regions
• Ability to lead remotely and hold managers accountable through data and cadence
• Bilingual English/Spanish required