Director of Operations

About Us

We’re building Johnny Tsunami into the go-to exterior cleaning powerhouse in the Pacific Northwest and beyond. The trusted, top-of-mind brand homeowners feel confident calling before we even pull onto their street.

Everything we do is built around long-term care, craftsmanship, and a premium experience that stands out in an industry full of shortcuts. Our custom-built systems, highly trained teams, and obsession with customer experience are what set us apart and we’re scaling that advantage fast.

Your Role

This role sits at the intersection of field leadership, operational scale, and market expansion.

Quality matters. Efficiency matters. And the systems you build will determine how far and how fast we grow.

Your mandate:

Engineer the operational engine, build the team that runs it, and make Johnny Tsunami the most trusted name in exterior cleaning in every market we enter.

The brand makes the promise. You make sure we keep it.

What You’ll Do

1. Own Field Operations

• Lead, develop, and scale the production team
• Uphold and continuously raise quality standards, safety protocols, and service delivery benchmarks
• Develop the next layer of field leadership: crew leads, production managers, market-level ops leaders
• Build accountability systems that hold whether you’re watching or not

2. Lead Office Operations

• Oversee dispatch, scheduling, customer communication, and admin
• Own crew scheduling systems that maximize utilization and keep the field running at capacity
• Drive speed-to-lead, call answer rate, estimate follow-up, and booking conversion
• Build workflows and SOPs that eliminate bottlenecks and protect the customer experience
• Align office capacity with field capacity so neither side is the constraint

3. Build Scalable Systems

• Enhance, systematize, and standardize every repeatable process in production and office
• Co-own the job management platform (HouseCall Pro) with ops accountability for data hygiene, workflow integrity, and team adoption. Partner with marketing and sales on CRM and lead management (GoHighLevel)
• Actively leverage AI and automation to improve efficiency across scheduling, reporting, and communication
• Build for where we’re going, not just where we are

4. Lead Market and Office Expansion

• Build the operational playbook for opening new markets without reinventing the wheel
• Develop satellite office infrastructure: staffing models, training, quality standards, communication protocols
• Identify and develop internal leaders who can run new locations
• Evaluate and operationalize new service offerings before we launch them
• Align with ownership and marketing on expansion timelines and go-to-market readiness

5. Drive Performance and Financial Accountability

• Own operational KPIs: crew utilization, revenue per labor hour, job completion rate, rework rate, schedule accuracy
• Manage operational budgets and control costs with the same discipline you bring to field performance
• Build dashboards that give leadership real-time visibility
• Run weekly ops reviews: data-driven, focused on trends and corrective action
• Partner with marketing and sales to keep lead volume, capacity, and conversion aligned

6. Develop People and Culture

• Recruit, develop, and retain top field and office talent
• Keep the best. Move fast on underperformers
• Build a performance culture where accountability and recognition go hand in hand
• Create career paths that keep great people growing inside Johnny Tsunami
• Ensure the culture in the field matches the culture at the top: Happy, Humble, Hungry, Healthy, Smart, Safe

7. Collaborate Across the Business

• Align with marketing on capacity, seasonality, and new market launches
• Work with ownership on capital decisions, equipment, and vendor relationships
• Provide interim leadership to the sales function until a dedicated leader is hired
• Serve as the connective tissue between field execution and company strategy

What Success Looks Like

• Crew utilization consistently above target, not just at peak season
• Rework rate and reschedule rate trending toward zero
• Technician output per day improving quarter over quarter
• Office team hitting speed-to-lead, call answer, and conversion targets
• A leadership bench developing beneath you that can run satellite markets
• Operational systems that don’t break when we add a new city
• New service lines and markets launched on time, on standard, without chaos
• Strong performers stay and grow. Underperformers are identified early and managed out

Key Metrics You Own

Capacity and Production

• Crew Utilization Rate
• Revenue per Labor Hour
• Scheduled vs. Available Capacity
• Technician Output per Day
• Daily Job Efficiency (Revenue per Crew Hour Target Hit Rate)

Service Delivery and Quality

• Job Completion Rate (First Visit)
• On-Time Arrival Rate
• Rework Rate
• Reschedule Rate (especially due to Internal Error)
• Percent of Jobs Completed on Scheduled Date
• Safety Compliance Rate
• Before-and-After Photo Compliance
• Schedule Communication Accuracy Rate

Sales and Booking Conversion

• Speed to Lead
• Call Answer Rate
• Lead-to-Estimate Conversion Rate
• Estimate-to-Job Conversion Rate
• Follow-Up Completion Rate
• Lost Estimate Recovery Rate

Who Thrives Here

Someone who:

• Thinks in systems, not tactics
• Has scaled a field team and knows what breaks as headcount grows
• Leads from the front, not from behind a desk
• Builds cultures of accountability, not just compliance
• Leads with clarity, not chaos
• Treats the P&L like it’s their own money
• Actively uses AI and automation to solve real operational problems
• Wants to build something, not maintain something

Required Strengths

• Proven track record leading field operations in home services or comparable industry
• Experience developing team leads and middle managers, not just front-line staff
• Demonstrated success scaling operations across multiple locations or markets
• Deep understanding of crew scheduling, capacity planning, and job optimization
• Data-driven: KPI dashboards, P&L basics, performance reporting
• Strong communicator who holds people accountable without destroying morale
• Experience with field service platforms (HouseCall Pro, GoHighLevel, or similar)
• Enhances and standardizes systems, doesn’t just inherit and follow them
• Active user of AI and automation tools, has put them to work in a real operation

Why Join Johnny Tsunami?

1. We’re at an inflection point.

We’re expanding into new cities and new service lines. You’ll shape how fast and how efficiently we grow, and build the operational machine that makes expansion possible.

2. Massive room to leave your mark.

You get real ownership of the operational engine AND the people culture. The systems you build, the leaders you develop, and the standards you set will define how Johnny Tsunami operates at scale. Your fingerprints will be on everything we grow.

3. You get autonomy (with support).

We don’t micromanage. We expect outcomes. You’ll get the trust and support to do your best work.

4. You get to build a category leader.

This is a chance to build a company that becomes the model for how exterior cleaning is done, starting in the PNW and expanding well beyond it.

5. You’ll work with leaders who respect operations.

This isn’t a culture where ops is an afterthought.

“Ops isn’t the back office. It’s the backbone.”

If that excites you, you’re our kind of person.

How to Apply

Send us:

• An example of an operational system you built from scratch
• The before and after results
• A short note on how you would structure Johnny Tsunami’s operations to support $10M in revenue

We don’t hire based on fancy résumés.

We hire based on proven ability to lead people, build systems, and drive results.