Director, Service Operations & Strategy

About This Role

As the Director of Service Operations & Strategy, you will be responsible for the design, execution, and ongoing evolution of the systems, processes, and insights that power LVT’s Client Services organization. This role sits at the intersection of strategy, data, and operational excellence – partnering closely with senior leaders across all post sales operations including: Implementation, Field Service, Support, and Parts to ensure that our services scale with quality, cost-efficiency, and best-in-class customer experience.

You will lead a high-performing team focused on operational efficiency, performance management, and systems optimization. You will also serve as a key thought partner to the Head of Client Services, driving strategic planning, leading high-impact initiatives, and ensuring alignment with broader company objectives.

Responsibilities

• Strategic Leadership: Own the long-term strategy for Service Operations, including roadmap development, cross-functional alignment, and success metrics. Set vision and structure for how the team adds value to Client Services and the broader business.
• Team Management & Development: Build, coach, and scale a team composed of both manager and individual contributors. Foster a culture of accountability, operational rigor, and continuous improvement.
• Client Services Performance & Insights: Define and refine KPI frameworks for service quality, team productivity, and cost efficiency. Lead root-cause analysis and initiative tracking to ensure insights translate into measurable outcomes.
• Process & Systems Optimization: Improve operational ease and efficiency of key systems (e.g., ServiceNow, ERP). Partner with IT, Engineering, Product, and Finance to optimize workflows, automate key functions, and eliminate operational bottlenecks.
• Scalability & Cost Management: Identify and lead initiatives that reduce service delivery cost while maintaining quality, improving gross margin and unit economics across the post-sales lifecycle.
• Stakeholder Partnership: Serve as a trusted advisor to Client Services leadership and cross-functional stakeholders. Communicate tradeoffs, surface risks, and proactively shape decision-making with structured thinking and data-backed rationale.
  
  

Qualifications

• 8-10 years of experience in strategy & operations and 3 years managing teams.
• Background in client services, support, or field service organizations strongly preferred.
• Proven project/program management experience driving successful large cross functional initiatives
• Demonstrated success driving large-scale process improvements and system rollouts.
• Proficient in operational analysis, financial modeling, and performance reporting.
• Adept at executive communication, cross-functional collaboration, and influencing without authority.
• Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA or advanced degree a plus).
  
  

Who You Are

• A Lifelong Learner: You never stop learning. Your intellectual curiosity drives your growth – no external motivation is required. You see the value of learning about ‘all things.’
• A Systems Thinker: You see problems as interconnected and solve them holistically. You can architect scalable solutions that support the next phase of company growth.
• A Trusted Partner: You bring clarity to complexity and build trust through transparency, follow-through, and results.
• A Change Driver: You thrive in fast-paced environments and have a bias for action. You’re not afraid to challenge the status quo if it means building something better.
• An Empowering Leader: You invest in people. You set high standards, give clear feedback, and create opportunities for your team to grow.
  
  

A Catalyst: You are an agent of change and an accelerant to everything you touch; you simply just make things better. You turn insights into action. You love having fun but also know when to roll-up your sleeves and get to work.