What are the responsibilities and job description for the Director of Operations position at CornerStone Technology Talent Services?
Director of Operations & Service Delivery
About the Position
This is not a strategic, desk-based leadership role. This position is deeply embedded in daily operations—managing active projects, balancing technician workloads, driving customer outcomes, and ensuring service delivery is executed at a high level in a fast-paced, high-volume environment. The ideal candidate is a player-coach leader who thrives in the details, can operate in a constantly shifting environment, and is comfortable owning both execution and team performance while contributing to overall business results.
Responsibilities
- Daily Operations & Execution
- Lead daily service delivery across depot and field operations, including active project oversight and issue resolution
- Run and participate in high-volume operational cadence (customer calls, internal huddles, status updates)
- Manage technician scheduling, load balancing, and resource allocation across multiple concurrent projects
- Drive SLA adherence and ensure work is completed on time, on budget, and to quality standards
- Step directly into operational issues, customer escalations, and delivery gaps to resolve in real time
Depot & Field Service Oversight
- Oversee warehouse/depot operations including procurement, imaging, staging, repair, and asset disposition
- Manage field service teams supporting installations, relocations, break/fix, and decommissioning work
- Ensure seamless coordination between depot and field teams to support project delivery
- Maintain visibility into all active workstreams and adjust priorities as needed
Team Leadership (Player-Coach)
- Lead a team of 50 through frontline leaders and supervisors
- Provide hands-on leadership, coaching, and direction—not just oversight
- Hold teams accountable to performance, output, and customer expectations
- Quickly address performance issues, gaps, and execution breakdowns
Operational & Financial Ownership
- Own day-to-day operational performance tied to a regional P&L
- Identify inefficiencies and drive improvements in throughput, utilization, and delivery quality
- Support job-level costing, margins, and operational decision-making
- Partner with leadership on execution—not just planning
Customer & Delivery Focus
- Engage directly with customers to manage expectations, resolve issues, and ensure successful delivery
- Support SOW and SLA alignment to ensure work can be operationalized effectively
- Act as the escalation point for high-priority customer issues
Qualifications
Required
- 8–12 years of experience in operations, service delivery, or field services leadership
- Proven experience managing teams in high-volume, fast-paced environments
- Experience owning or driving operational metrics (SLAs, throughput, utilization, delivery timelines)
- Background in IT services, field services, logistics, or similar execution-driven environments
- Demonstrated ability to operate hands-on in day-to-day operations
Preferred
- Experience across both depot/warehouse operations and field services
- Exposure to data center, desktop, or infrastructure-related services
- Experience in project-based or service-driven organizations
Pay range and compensation package:
Compensation: Base salary performance-based incentives
We are committed to diversity and inclusivity in our hiring practices.