Director of Operations

Role Overview & Reporting Structure

As the Director of Operations, your primary objectives are to ensure the quality of operations and customer service, inspire staff to maximize their potential, and expand the company’s footprint. You are expected to improve company margins, increase operational efficiency, and strengthen the company’s reputation.

• Reporting Structure: You report directly to the Owner/President.
• Authority: All major operational changes, budget implementations, and high-level decisions are subject to review and approval by the Owner/President or Administrator.

Key Responsibilities

Your duties include, but are not limited to, the following:

Operational Management & Strategy

• Plan and monitor day-to-day business operations to ensure smooth progress.
• Regularly evaluate and improve the efficiency of business procedures.
• Revise, formulate, and promote the implementation of company policies.
• Manage relationships and agreements with external partners and vendors.
• Ensure all company actions comply with legal standards and established regulations.
• Liaise with finance and marketing departments to meet department goals and review with the President and/or Administrator.
• Manage contracts and ensure all specifications and client needs are met.

Team Leadership & Human Resources

• Supervise staff across different departments and provide constructive feedback.
• Oversee the hiring, retention, and disciplinary actions of employees, including required record keeping.
• Review potential hires with department leaders with the assistance of the Administrator.
• Provide outstanding leadership, including coaching and development, to maximize work quality.
• Aid in determining staffing requirements and approve employee time.
• Coordinate the use of labor, equipment, and materials with the Owner/President and crew leaders.

Financial & Project Oversight

• Review financial information and adjust operational budgets to promote profitability.
• Work on creating, implementing, and maintaining strict adherence to established budgets.
• Manage and schedule labor, equipment, and materials to meet production schedules within budget.
• Monitor project completion timelines and costs.
• Assist front office staff by checking invoices and reviewing costing sheets for accuracy.

Customer Service & Quality Control

• Oversee customer support processes and organize them to enhance satisfaction.
• Drive sales goals and maintain strong relationships with existing and new clients.
• Visit job sites regularly to ensure work quality, observe organization, and resolve training issues.
• Directly respond to and handle customer complaints to ensure excellent satisfaction.
• Confirm or approve the completion of warranty work as instructed by the Owner/President.

Safety & Asset Management

• Ensure all work adheres to safety policies and guidelines.
• Conduct four random on-site safety inspections annually with written reports.
• Investigate accidents or safety violations and implement solutions for recurring hazards.
• Maintain a high level of care for company assets, including vehicles, tools, the shop, and worksites.

Working Expectations

• Hours: While standard office hours are 7:00 AM to 4:00 PM, this is not a traditional "7 to 4" job; after-hours and weekend work are often required.
• "All-In" Philosophy: You are expected to promote the company’s "All-In" mantra and maintain a team-player attitude, jumping in to help with any task when necessary.
• Vehicle Usage: You are required to use your personal vehicle for company business. A company logo must be displayed on the rear window, not exceeding 1/3 of the window's size.

Key Performance Metrics (KPIs)

Performance will be evaluated based on the following:

• Revenue growth and overall profitability.
• Employee education and development: Actively providing training and mentorship that enables staff to move up within the company.
• Employee retention and customer/contract retention.
• Performance relative to the established budget.
• Safety records and the upkeep/organization of company assets.