Director of Operations

Director of Operations

Lake Mary, FL

The Director of Operations will support enterprise-wide operational performance, process optimization, and cross-functional execution initiatives across our client’s service, install, procurement, fleet, customer engagement center, and field operations teams. This role is responsible for improving operational efficiency, standardizing processes, enhancing customer experience, driving accountability through KPI management, and supporting scalable growth across the organization.

The ideal candidate is a strategic operator with strong execution skills who can lead organizational initiatives from concept through implementation while partnering closely with executive leadership and departmental stakeholders.

What Success Looks Like

• Improved operational efficiency and process consistency
• Increased KPI visibility and accountability
• Reduced operational waste and inventory discrepancies
• Improved fleet utilization and compliance
• Increased membership retention and operational effectiveness
• Enhanced customer satisfaction and service delivery performance
• Successful implementation of enterprise operational initiatives

Responsibilities and Expectations

Operational Excellence & Process Improvement

• Lead enterprise operational improvement initiatives across service, install, dispatch, customer care, procurement, and fleet functions
• Develop and standardize operational workflows, SOPs, reporting structures, and accountability measures
• Identify process gaps, bottlenecks, and inefficiencies and implement scalable solutions
• Drive operational consistency across branches and departments in collaboration with Field Leadership
• Support change management initiatives and enterprise alignment efforts

KPI Reporting & Performance Management

• Support development of operational dashboards and KPI reporting structures across departments
• Monitor and analyze metrics related to:
• Revenue performance
• Technician productivity
• Fleet utilization
• Membership performance
• Procurement compliance
• Inventory accuracy
• Customer experience
• Establish accountability frameworks tied to measurable operational outcomes
• Present operational insights and recommendations to executive leadership

Procurement & Inventory Operations

• Oversee operational initiatives related to procurement strategy, vendor performance, inventory management, and replenishment processes
• Improve purchasing controls, approval workflows, and compliance standards
• Partner with warehouse and field operations teams to optimize truck stock and inventory utilization
• Support enterprise sourcing and cost-reduction initiatives
• Price Book oversight

Fleet Operations Oversight

• Partner with fleet leadership to optimize vehicle acquisition, maintenance scheduling, utilization, compliance, and reporting
• Improve fleet visibility, driver accountability, fuel management, and operational readiness
• Support long-range fleet planning and lifecycle management initiatives

Membership & Customer Experience

• Enhance membership operations through reporting improvements, automation initiatives, renewal optimization, and customer retention strategies
• Support customer journey initiatives focused on communication, scheduling, and service experience
• Partner with marketing and customer service teams to improve lifecycle engagement and retention performance

Training, Compliance & Organizational Alignment

• Support operational training initiatives and process adoption across departments
• Ensure operational compliance with company standards, documentation requirements, and internal controls
• Partner with leadership teams to improve communication, alignment, and execution consistency across the organization
• Foster a culture of accountability, continuous improvement, and operational excellence

Requirements

• Bachelor’s degree in Business, Operations Management, Supply Chain, or related field preferred
• 7–10 years of progressive operational leadership experience
• Experience leading multi-department operational initiatives in a service-based or field operations environment
• Strong analytical and KPI-driven management experience
• Proven ability to lead process improvement and organizational change initiatives
• Experience with ERP, field service management, fleet, inventory, or CRM systems preferred
• Excellent communication, project management, and leadership skills
• HVAC, home services, construction services, or field service industry experience strongly preferred

Preferred Experience

• Multi-location operations leadership
• Procurement and inventory optimization
• Fleet operations management
• Membership or recurring revenue program oversight
• Reporting/dashboard development
• Operational scaling and systems implementation

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.