Service Operations Director: Drive Efficiency & Growth

BTAC Inc.; Lubbock (TX); Presencial; USD 110.000 - 150.000; Jornada completa

Descripción de la vacante

Air Comfort, Inc. in Lubbock, TX is seeking a Service Director to oversee the Service Operations department, including Dispatchers and Service Supervisors.

The role focuses on improving profitability, efficiency, and customer satisfaction by enforcing standardized processes and accountability across the team. You will drive scheduling, billing accuracy, and performance management, while partnering with cross-functional teams to support operational scalability and sustained service excellence for

Formación

• Proven experience in service operations management or a related leadership role.
• Strong understanding of financial controls, operational performance metrics, and process improvement.
• Ability to lead, coach, and develop teams in a fast-paced environment.
• Excellent organizational, communication, and problem-solving skills.
• Experience with dispatch software and ERP/accounting systems.

Responsabilidades

• Lead and manage the Service Operations department, including direct supervision of Dispatchers and Service Supervisors.
• Monitor and control departmental financial performance, including gross profit margin, labor efficiency, and operational costs.
• Oversee technician scheduling, dispatch workflow, and workforce deployment to align with operational demand and revenue objectives.
• Enforce service quality standards, reduce repeat service events, and ensure consistent completion of service calls.
• Resolve customer escalations and maintain high levels of customer satisfaction through structured escalation management.
• Ensure accurate and timely completion of service documentation, billing, and invoicing processes.
• Implement and maintain departmental accountability systems, including performance reviews and operational policy compliance.
• Coordinate cross-functional operations with dispatch, accounting, warehouse, and executive leadership.
• Identify and elevate operational, staffing, or financial risks as needed.
• Support leadership development and continuous improvement initiatives within the department.

Conocimientos

Leadership

Operational management

Communication

Problem-solving

Organizational skills

Herramientas

Dispatch software

ERP/accounting systems

Service management platforms

Reporting dashboards

Descripción del empleo

Air Comfort, Inc. in Lubbock, TX is seeking a Service Director to oversee the Service Operations department, including Dispatchers and Service Supervisors.

The role focuses on improving profitability, efficiency, and customer satisfaction by enforcing standardized processes and accountability across the team. You will drive scheduling, billing accuracy, and performance management, while partnering with cross-functional teams to support operational scalability and sustained service excellence for