Business Operations Director

Total Warehouse Inc. is seeking an experienced and results-driven Director of Service Operations to lead and oversee all service-related operations. Reporting directly to the CEO, this role will be responsible for the overall strategy, leadership, and performance of the service department, including managing a team of service technicians and ensuring the highest levels of service quality and customer satisfaction. This position requires a dynamic, forward-thinking leader who can develop and execute strategies that drive operational excellence, revenue growth, and cost efficiency within the service sector of the company.

Key Responsibilities: Strategic Planning

• Develop and implement long-term service strategies aligned with company goals to improve service delivery, profitability, and customer satisfaction.
• Design scalable service frameworks across regions, including technician structures, service site operations, and support systems.

Team Leadership

• Lead and inspire multi-state service teams, including managers, technicians, and support staff.
• Promote a culture of accountability, development, and engagement.
• Build leadership pipelines and technician career paths through training and performance programs.

Operational Excellence

• Optimize service workflows and technician dispatch processes using Oracle NetSuite and mobile technology tools.
• Ensure adherence to SLAs, safety standards, and compliance regulations across all operations.
• Drive efficiency through process improvements and best practice implementation.

Financial Management

• Own the Service P&L: manage departmental budgets, labor allocation, pricing models, and cost controls.
• Implement margin-enhancing strategies and monitor TCO-reduction efforts in alignment with company objectives.

Performance Monitoring

• Build and manage robust KPI dashboards to track technician performance, service profitability, turnaround time, warranty rates, and customer feedback.
• Leverage real-time data for decision-making, forecasting, and departmental planning.
• Drive strategic lean events (VSM, Kaizen, etc.); update knowledge and applications of Lean tools, 6S, Six Sigma and Project Management.

Customer Satisfaction

• Ensure prompt and high-quality service delivery that meets or exceeds customer expectations.
• Monitor feedback and proactively resolve escalations and systemic service issues.
• Support customer retention and growth through consistent service excellence.

Qualifications & Experience:

• 10 years in service operations leadership, preferably in material handling, industrial services, or related sectors.
• Proven experience in structuring and scaling technician teams and service programs across multiple states.
• Strong financial acumen, including budgeting, forecasting, and P&L ownership.
• Expertise in KPI development, performance analytics, and tech-enabled service delivery.
• Familiarity with Oracle NetSuite or similar ERP/asset management platforms.
• Exceptional leadership, communication, and interpersonal skills.
• Strategic thinker with a hands-on approach and a passion for innovation and continuous improvement.
• Bachelor’s degree required; MBA or advanced certifications in Operations, Engineering, or Financial Management preferred.
• Black Belt Six Sigma Certification

Key Competencies:

• Leadership & Management: Inspire, delegate, and develop high-performing teams.
• Strategic Thinking: Ability to see the big picture while executing tactical improvements.
• Operational Expertise: Deep understanding of field service operations and asset lifecycle.
• Customer Focus: Champion of service excellence and customer experience.
• Analytical Rigor: Data-driven decision-maker with strong problem-solving skills.
• Communication: Clear, persuasive communicator with stakeholders at all levels.