Director of Residential Operations

Job Description

Director of Residential Operations

Three Stone Roofing, LLC | Franklin, Tennessee

Location: Franklin, Tennessee

Employment Type: Full-Time | Senior Leadership

Industry: Residential Roofing, Insurance Restoration & Exterior Construction

Reports To: Chief Operating Officer

About Three Stone Roofing

Three Stone Roofing is a large, rapidly growing roofing and exterior construction company headquartered in Franklin, Tennessee, with expanding operations throughout Middle Tennessee and Northern Alabama.

Built on a foundation of faith, integrity, craftsmanship, and service, Three Stone has established itself as an organization committed to raising the standard of professionalism, quality, and customer experience within the roofing industry.

Our mission extends beyond installing exceptional roofing systems. We are building an organization recognized for the strength of its people, the quality of its leadership, the consistency of its operations, and the experience we deliver to every customer.

As we continue to expand into new markets and strengthen our existing operations, we remain committed to developing exceptional people, investing in our leadership, and building the infrastructure necessary for sustainable, long-term success.

We are seeking an accomplished Director of Residential Operations to join our senior leadership team and play a significant role in shaping the future of our residential construction division.

This is an exceptional opportunity for an experienced roofing and construction professional who thrives in a high-performance environment, believes in developing people, and possesses the leadership maturity and operational expertise necessary to lead a growing organization.

The Opportunity

The Director of Residential Operations will serve as a senior operational leader responsible for overseeing, developing, and optimizing the performance of Three Stone's residential construction operations.

Reporting directly to the Chief Operating Officer, this individual will provide comprehensive leadership to residential operations management and personnel, ensuring consistent execution across production, project management, field operations, construction quality, and customer experience.

The ideal candidate is both a strategic thinker and a disciplined operator—someone who understands the complexities of residential roofing, insurance restoration, construction management, and high-volume project execution.

This position carries meaningful responsibility for operational performance, including project profitability, financial accountability, organizational development, construction quality, and customer satisfaction.

Equally important, this individual must be an exceptional leader of people.

We are looking for someone who can develop strong managers, establish accountability, build a unified team culture, and confidently lead through organizational growth and change.

This is not a position for someone who simply manages daily activity. We are seeking a proven leader who knows how to build an operation, develop its people, strengthen its systems, and deliver measurable results.

Key Responsibilities

Operational Leadership & Execution

• Provide strategic and day-to-day leadership for the residential roofing and exterior construction division.
• Oversee the operational lifecycle of residential projects, from sales-to-production transition through scheduling, construction, quality control, completion, and administrative closeout.
• Establish and maintain efficient, scalable operating procedures that support continued company growth.
• Ensure effective coordination between production management, project management, field operations, quality control, estimating, supplementation, and accounting.
• Monitor operational performance, identify inefficiencies, and implement sustainable improvements.
• Ensure projects are completed safely, professionally, on schedule, and in accordance with Three Stone's quality and customer service standards.
• Anticipate operational challenges and proactively develop solutions before they negatively affect customers, employees, or company performance.

Leadership, Team Development & Accountability

• Lead, mentor, and develop residential operations managers and supporting personnel.
• Build a cohesive, high-performing team characterized by professionalism, ownership, accountability, and mutual respect.
• Establish clear expectations, responsibilities, performance standards, and measurable objectives throughout the department.
• Identify and develop emerging leaders, creating a strong internal leadership pipeline.
• Participate in strategic hiring, performance evaluations, organizational development, and succession planning.
• Foster an environment where employees are supported, challenged, developed, and held accountable.
• Lead organizational and procedural changes with confidence, clarity, and consistency.
• Promote a culture where attention to detail, effective communication, personal responsibility, and commitment to excellence are fundamental expectations.

Construction Quality & Technical Oversight

• Maintain a thorough understanding of residential roofing systems, installation methodologies, construction practices, and applicable building codes.
• Ensure projects are executed in compliance with manufacturer specifications, relevant codes, company standards, and industry best practices.
• Provide leadership and oversight for quality assurance, inspection procedures, corrective work, and warranty-related processes.
• Collaborate with field leadership to improve installation practices, subcontractor performance, training, and workmanship consistency.
• Oversee construction quality across roofing and related exterior trades, including gutters, siding, flashing, metalwork, and other construction scopes.
• Support the effective resolution of complex construction challenges and operational deficiencies.
• Drive continuous improvement in field execution while maintaining the appropriate balance between quality, efficiency, and financial performance.

Financial Leadership & Operational Performance

• Maintain accountability for the financial performance and profitability of residential construction projects within assigned operational responsibilities.
• Participate in regular profit-and-loss reviews with executive leadership.
• Monitor project costs, construction budgets, gross margins, resource utilization, and operational efficiency.
• Identify opportunities to improve profitability through effective cost controls, production practices, and organizational improvements.
• Collaborate with accounting, estimating, and production management to maintain accurate job costing and financial reporting.
• Develop operational practices that support profitable growth without compromising craftsmanship, customer experience, or company standards.

Insurance Restoration & Project Administration

• Demonstrate advanced knowledge of insurance-related roofing and restoration projects, including scopes of loss, estimating, supplements, and claim-related documentation.
• Understand how insurance restoration requirements affect project planning, production scheduling, material selection, and financial performance.
• Ensure accurate interpretation and execution of approved construction scopes.
• Collaborate with estimating, supplementation, sales, and accounting teams to address scope discrepancies, change orders, documentation, and project closeout.
• Maintain effective operational processes that minimize preventable financial losses, production delays, and unresolved project balances.

Customer Experience & Escalation Management

• Establish and maintain high standards for customer communication, professionalism, and responsiveness.
• Serve as the senior operational leader responsible for resolving complex or escalated customer concerns.
• Demonstrate confidence, sound judgment, and professionalism when navigating challenging customer situations.
• Develop effective resolution plans and coordinate internal resources to address construction or service-related concerns.
• Ensure customer issues are managed with appropriate urgency, accountability, and consistent follow-through.
• Identify recurring causes of customer dissatisfaction and implement organizational improvements to prevent avoidable issues.
• Independently manage operational challenges while recognizing when executive involvement is appropriate.

Strategic Growth & Continuous Improvement

• Partner with executive leadership to establish operational priorities aligned with company growth objectives.
• Evaluate existing processes, organizational structures, and management systems to identify opportunities for improvement.
• Develop scalable operational systems capable of supporting increased production volume and geographic expansion.
• Monitor key performance indicators related to production efficiency, project completion, construction quality, customer satisfaction, and financial performance.
• Utilize operational data to make informed decisions and continuously improve departmental results.
• Help build an organization capable of delivering consistent outcomes across multiple teams, markets, and increasing production demands.

What We're Looking For in This Candidate

At Three Stone, we understand that exceptional operational leadership requires far more than technical experience and a professional resume.

We are looking for an accomplished, detail-oriented professional who combines extensive roofing and construction experience with leadership maturity, operational discipline, and a genuine passion for developing successful teams.

A Proven Leader of People

You understand that successful organizations are built through exceptional people. You have experience leading managers, developing talent, establishing accountability, and creating a culture where employees take ownership of their responsibilities and take pride in their work.

You recognize that effective leadership is not about controlling every decision. It is about developing a team capable of making sound decisions, executing consistently, and taking responsibility for results.

An Exceptionally Detail-Oriented Operator

You value organization, consistency, established processes, and effective follow-through.

You recognize the operational details that drive successful execution while maintaining the ability to see the bigger picture. You understand that operational excellence is achieved through disciplined, repeatable processes and strong accountability.

A Strategic Thinker Who Knows How to Execute

You can identify opportunities, establish direction, develop effective systems, and ensure that plans translate into measurable results. You understand how daily operational decisions affect profitability, customer experience, employee performance, and long-term organizational growth.

An Accountable, Results-Driven Professional

You take ownership of outcomes, confront challenges directly, and hold yourself and others to high standards.You understand the financial responsibilities of running a successful construction operation and take pride in producing meaningful results that strengthen the organization.

A Confident and Effective Problem-Solver

You remain composed under pressure and exercise sound judgment when navigating construction challenges, difficult customer conversations, personnel matters, and operational obstacles. You do not avoid problems or allow issues to linger unnecessarily. You take ownership, establish appropriate solutions, coordinate resources, and drive matters toward resolution.

An Adaptable Leader Who Embraces Change

You recognize that growing organizations must continuously evolve. You are comfortable refining processes, adapting to new challenges, and providing clarity and stability to your team through periods of organizational growth and change. You view change as an opportunity to strengthen the organization rather than an obstacle.

A Team Builder Who Values Culture

You recognize that strong teams are built through trust, accountability, mutual respect, and a shared commitment to success. You invest in developing others, communicate effectively, and are motivated by the accomplishments of the organization rather than individual recognition.

A Professional with Integrity and Character

You approach leadership with humility, confidence, professionalism, and sound judgment. You value honesty, accountability, service, and respect for others. You understand the importance of representing both yourself and your organization at the highest professional level.

Someone Who Wants to Be Part of a Mission

You are seeking more than another position or title. You want to be part of a growing organization where you can contribute meaningfully, develop exceptional people, and help build something enduring. You are motivated by meaningful responsibility, strong values, and the opportunity to make a lasting impact.

Required Qualifications

• Minimum of 3 years of leadership experience in a comparable operational management role within the roofing industry, with demonstrated success managing roofing operations, teams, and project execution.
• Significant professional experience in residential roofing, construction management