Operations Director - Scale a Home-Service Team

Mr. Appliance of Central New Jersey; Jamesburg (NJ); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health benefits

PTO

Performance bonus

Job summary

Mr. Appliance of Central New Jersey is seeking an Operations Director to run day-to-day operations, lead both office and field teams, and report to the owner.

You will ensure calls are answered, schedules are optimized, and customers are kept happy while scaling the business in Central New Jersey. You will recruit, train, and manage staff, build processes, manage dispatch, and drive growth in revenue per capita, territory expansion, and budgets.

Qualifications

• 3+ years managing operations in a home-service or field-service business (appliance repair, HVAC, plumbing, electrical, or similar).
• Proven track record of scaling a business: growing revenue, headcount, and/or territory significantly.
• Experience leading both office staff and field technicians.
• Experience with dispatch, scheduling, or field-service management software.
• Valid driver's license.

Responsibilities

• Lead, coach, and hold accountable our customer service representatives, office staff, and appliance repair technicians.
• Own daily dispatch and scheduling so technicians' routes are full and efficient and customers get timely appointments.
• Drive down past-due work orders and follow-ups, and keep parts orders, warranty claims, and return visits moving.
• Track and improve key numbers: revenue, average ticket, first-time fix rate, technician productivity, call booking rate, and customer reviews.
• Build and enforce clear processes and checklists for the office and the field.
• Handle escalated customer issues with empathy and good judgment.
• Lead our expansion plan with the owner: grow revenue per capita in our territories, open up new service areas, and add technicians and office staff without losing quality.
• Build the systems, hiring pipeline, and management structure the business needs to scale.

Skills

Leadership

Dispatch

Scheduling

Data analysis

Customer service

Communication

Problem solving

Growth mindset

Tools

Dispatch software

Microsoft Office (Excel, Outlook, Teams)

Job description

Mr. Appliance of Central New Jersey is seeking an Operations Director to run day-to-day operations, lead both office and field teams, and report to the owner.

You will ensure calls are answered, schedules are optimized, and customers are kept happy while scaling the business in Central New Jersey. You will recruit, train, and manage staff, build processes, manage dispatch, and drive growth in revenue per capita, territory expansion, and budgets.