Service Operations Lead

TrustalRecruiting; BLOOMINGTON, Northern (MN, KY); Hybrid; USD 65,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) plan

Generous PTO

Job summary

SGD Garage Door is seeking a Service Operations Lead in Bloomington, MN to act as the operational backbone between field managers, back-office teams, and technicians. You will enforce processes, drive payroll accuracy, and maintain KPI reporting to guide decision-making in a high-growth environment.

Responsibilities include payroll/commission administration, process enforcement, training development, and cross-functional liaison, with a focus on cost discipline and customer satisfaction.

Qualifications

• 3 to 5+ years of operational experience in home services or similar fields.
• Ability to enforce processes and quality checks across field operations.
• Experience coordinating payroll, commissions, and back-office metrics.

Responsibilities

• Enforce weekly processes and routines for field techs and managers.
• Oversee payroll and commissions administration.
• Compile and analyze weekly/monthly KPI reports for leadership.

Skills

Payroll administration

KPI reporting

Operations leadership

Customer escalation handling

Training material development

Tools

Payroll software

Excel

PowerPoint

Job description

Operations Lead ($80K–$100K+ OTE) - Drive Process, Payroll & KPI Strategy in High-Growth Home Services

About the Company

SGD Garage Door - operating as Superior Garage Door in Minnesota and Supreme Garage Door in Texas - is an established, fast-growing leader in the residential and commercial home services industry. Built on a foundation of trust, reliability, and common-sense leadership, we take immense pride in fostering an environment where our team members are genuinely taken care of, enjoy what they do, and have a clear runway for long-term career advancement.

Operating in both the Dallas/Fort Worth and Twin Cities metros, we are embarking on an aggressive growth phase—aiming to scale from our current footprint into 6 to 8 new metropolitan markets and $40M+ in revenue over the next five years.

At SGD, we believe in an authentic "all-hands-on-deck" culture. There are no oversized egos here; from executive leadership down, every single person rolls up their sleeves, supports the team, and takes ownership of our collective success.

About the Role

The Service Operations Lead is the operational backbone connecting our field service managers, back-office team, and field technicians. This role serves as a vital central hub designed to enforce operational consistency, uphold financial discipline, and drive day-to-day execution.

Located in Bloomington, MN, you will serve as a multi-faceted operational leader combining dispatch oversight, office management, financial reporting, and operational HR coordination. While you will not directly manage technicians, you will hold technicians and service managers accountable to established routines, handle customer escalations, run payroll and commissions, and maintain the metrics that inform key business decisions.

If you love solving operational puzzles, bringing clarity to chaotic growth, and working in a high-ownership environment where your work directly impacts bottom-line performance, this role is built for you.

What's In It for You

• Base Salary: $65,000 – $80,000 per year (commensurate with experience).

• On-Target Earnings (OTE): $80,000 – $100,000+ achievable through a highly rewarding performance incentive structure.

• Performance Bonuses & Spiffs:

  • Cash Flow & Compliance Spiff: Monthly bonuses for maintaining zero undeposited tech cash and enforcing on-time job closings.

  • Market Revenue Growth Bonus: Quarterly bonuses tied to hitting or exceeding gross revenue goals for the DFW and Twin Cities branches.

  • Tech Onboarding & Retention Bonus: Earn per-hire incentives for technicians you successfully help onboard who remain active past 90 days.

  • Cost-Reduction Shared Savings: Take home a percentage of the verifiable operational savings you identify and help implement.

  • Metro Expansion Milestone Bonus: Earn lucrative lump-sum payouts for successfully building and launching back-office processes in our upcoming new markets.

• Comprehensive Benefits: Medical, Dental, and Vision coverage options.

• Retirement Planning: 401(k) plan.

• Paid Time Off: Generous PTO and company-paid holidays.

• Uncapped Career Trajectory: Clear pathway to step into higher-level corporate and regional leadership as we expand into new markets.

Core Responsibilities

• Process Enforcement & Quality Checks: Conduct weekly process checks on technician job execution and manager routines to ensure strict operational compliance.

• Accountability Oversight: Follow up on late job closings, undeposited cash, and ensure field technicians complete part-up duties before assigning new jobs.

• Payroll & Commission Administration: Process weekly payroll accurately and calculate technician/sales commission structures.

• KPI & Financial Reporting: Compile and analyze weekly/monthly operational KPI reports and goal sheets using factual data to provide cost-cutting and budget recommendations to leadership.

• Field & Office Liaison: Act as the primary operational bridge between back-office personnel and field technicians, resolving friction and streamlining communication.

• Customer Resolution: Handle elevated customer inquiries, perform resolution follow-ups, and ensure high-touch service recovery.

• Hiring, Onboarding & Training: Drive the recruitment and onboarding process for new hires, and develop operational training materials (e.g., PowerPoint modules for sales/process training).

• Documentation & HR Coordination: Prepare and record documentation for coaching, write-ups, and Performance Improvement Plans (PIPs) for managerial execution.

Required & Preferred Experience

• Industry Experience: 3 to 5+ years of operational experience in home services, trade services, dispatching, office management, or accounting/HR coordination within a field-service setting.

• Field Knowledge: Proven track record of working effectively alongside trade technicians and field crews.

• Financial & Administrative Acumen: Hands-on experience preparing payroll, calculating commissions, and generating operational metric reports.

• Preferred Background: Prior experience as a Garage Door Technician, Service Manager, Sales Manager, or operational HR/accounting leader in home services is a strong plus.

• Scaling Experience: Background working with a company navigating operational growth pains and rapid expansion.

Key Attributes for Success

• Emotional Intelligence & Natural Authority: Humble, grounded, and attitude-free, with the ability to command respect naturally and communicate with both compassion and clarity.

• Critical Thinking & Common Sense: A sharp, analytical mindset focused on data-driven solutions and objective operational decision-making.

• Hands-On Leadership & Grit: Thrives in an "all-hands-on-deck" culture where no task is beneath you and pitching in to support the team is second nature.

• High Ownership & Adaptability: Comfortable wearing multiple operational hats in a dynamic environment, staying calm under pressure, and managing changing priorities.

• Aspirational Drive: A strong desire to continuously learn, grow, and eventually step into expanded executive or multi-unit operational leadership down the line.

Why Join Us?

At SGD Garage Door, you aren't just filling an administrative seat as a Service Operations Lead; you are joining a tight-knit, high-growth leadership ecosystem where your drive is noticed and rewarded. Whether someone starts by hanging garage doors or managing back-office metrics, SGD is built on the belief that anyone with the drive, reliability, and capacity can scale into running a company division. If you want to help guide a growing business through its next massive expansion phase, work alongside leaders who genuinely care, and build a lasting career,

EOE Statement

SGD Garage Door is an equal opportunity employer.