Director of Operations

Job Summary
We are a dynamic and growing service-based company seeking a hands-on and results-driven Director of Operations to implement structure, efficiency, and accountability across our entire operational infrastructure. As a key leader and driver of our operational standards, you will be based in our warehouse and will be the force behind standardizing our processes, directly managing our team of technicians, enabling our sales function, and ensuring the highest level of service delivery.

Our company is at a pivotal point in its growth trajectory, with a strong focus on professionalizing and stabilizing the business for expansion. Therefore, this role is centered on building a scalable and well-documented operational foundation that will have the capability of supporting a nationwide brand. You will be instrumental in organizing and refining our entire operation, from creating detailed training materials to optimizing our digital infrastructure.

We are looking for a leader who is not afraid to roll up their sleeves, who thrives on creating order out of chaos, and who understands that consistent processes are the bedrock of a successful service business. You will work closely with our Head of Sales and our administrative lead to ensure seamless collaboration between all departments. If you are a proactive problem-solver with a knack for process improvement and a desire to make a tangible impact on the company's future, we encourage you to apply.

Responsibilities

Process Development and Documentation:

• Develop, document, and implement standard operating procedures (SOPs) for all sales reps, technical and field operations, including creating "how-to" videos and detailed written guides for tasks such as furniture wrapping and equipment handling.
• Organize and maintain the company's technology, creating a logical and intuitive structure for all operational documents and establishing a streamlined CRM and project management process.
• Manage a system for tracking and completing tasks, ensuring that projects are seen through to completion without getting bogged down or sidetracked.

Team Leadership and Empowerment:

• Inspire and Lead: Provide direct, hands-on leadership and mentorship to our dedicated team of technicians, fostering a collaborative and high-performance environment at the warehouse.
• Empower and Develop: Implement and manage a robust performance review system, including the use of scorecards, not just to track individual and team performance, but to empower our team members, celebrate their achievements, and guide them in exceeding their goals.
• Connect and Strategize: Conduct regular team meetings that go beyond performance reviews, use them as opportunities to share successes, collectively strategize on challenges, provide constructive feedback, and ensure every team member feels a vital part of achieving our shared company objectives.
• Cultivate Growth: Proactively identify training needs and develop engaging programs that not only enhance the skills and efficiency of our technical team but also foster their professional growth and long-term success within the company.

Skills and Experience

Required:

• Proven experience in an operations management role, preferably in a service-based industry with a field-based workforce.
• Demonstrated ability to develop, document, and implement operational processes from the ground up.
• Strong leadership and team management skills with a track record of improving team performance and accountability.
• Excellent organizational skills and experience in managing digital files and creating structured data systems.
• A proactive and hands-on approach to problem-solving.
• Basic accounting knowledge and the ability to read and interpret P&L statements.

Preferred:

• Experience creating video-based training materials.
• Familiarity with EOS (Entrepreneurial Operating System) or the use of scorecards.
• Experience working in a fast-paced, entrepreneurial environment.

Examples of Work You Will Be Doing

First 30 Days:

• Understand Our Operations: Spend time at the warehouse observing the current workflow of the technicians to identify immediate areas for improvement.
• Meet with each technician to understand their challenges and get their feedback on current processes.
• Shadow on a pack-in, storage and pack-out to understand how our process works.
• Meet our accounts manager and understand our job management software.
• Understand Our Sales & Marketing: Spend time with our head of marketing and sales to understand the role and responsibilities of business development representatives.
• Set-up and standardize our CRM for sales and marketing.

First 60 Days:

• Minimize Damages: Create and record the first set of "how-to" videos for core technical tasks, such as the proper procedure for wrapping different types of furniture.
• Implement a daily and weekly checklist for the technicians to ensure all standard procedures are being followed.
• Develop and introduce performance scorecards for each technician, outlining key metrics for success.
• Increase Sales & Marketing: Establish key performance indicators (KPIs) for sales and marketing efforts.
• Begin working with the head of sales and marketing to develop a recruitment strategy for additional representatives.

First 90 Days and Beyond:

• Operational Excellence & Scalability: Have a comprehensive library of training videos and Standard Operating Procedures (SOPs) in place for all major operational tasks, ensuring consistency and quality across the board.
• Continuously monitor operational efficiency and profitability, making data-driven recommendations for improvement and implementing solutions to optimize workflows and resource allocation.
• Develop and refine strategies for scaling operations to support the company's growth trajectory, with a focus on building a robust and adaptable operational foundation for nationwide expansion.
• Team Development & Accountability: Conduct the first round of quarterly performance reviews with the technicians and administrative staff based on their scorecard results, providing constructive feedback and setting clear goals for continued growth.
• Implement ongoing training programs to further enhance the skills and efficiency of the technical team, fostering a culture of continuous learning and professional development.
• Refine and manage the performance review system, ensuring it effectively tracks individual and team achievements, empowers team members, and guides them in exceeding their goals.
• Strategic Collaboration & Financial Impact: Collaborate closely with the Head of Sales and administrative lead to ensure that operational capabilities are fully aligned with sales goals and administrative processes, driving seamless inter-departmental synergy.
• Prepare and present regular operational reports to senior leadership, providing clear insights into performance, challenges, and strategic recommendations.

Compensation and Benefits

Total Expected Compensation: $90,000 - $120,000 (Base Salary plus performance bonus potential)

Incentive & Support Package:

• Base Salary: $90,000 - $100,000 (commensurate with experience).
• Performance Bonus: An attainable, structured quarterly bonus plan will be implemented after the first 90 days, designed to bridge the total compensation up to and potentially exceeding $120,000 annually. This is tied to key operational and financial KPIs (e.g., operational efficiency, process adherence, and service profitability).
• Long-Term Growth Incentives: After the first year, you will be eligible to receive Profit Interest Units, aligning your financial success with the company's long-term valuation and future growth.
• Administrative Support: To ensure a focus on high-leverage process work, a dedicated Virtual Administrative Assistant will be provided within the first 90 days to support you with documentation and scheduling needs.
• Benefits: Comprehensive health, dental, and vision package.

Job Type: Full-time

Pay: $90,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $90,000 - $120,000