Director of Customer Service Operations

Description

Lickety Split Air, Plumbing & Electric is Northeast Florida's fastest-growing home services company.

We were built on a simple promise: show up fast, do it right, and treat every customer like royalty. We cover HVAC, plumbing, and electrical services across the Jacksonville metro and surrounding areas.

We are growing fast. We are not slowing down. And we are looking for the person who will help us build the machine that sustains it.

The Opportunity

This is not a job for someone who wants to maintain the status quo. This is a role for someone who wants to build a high-performance operational engine that drives one of Northeast Florida's most ambitious home services companies.

As Director of Customer Service Operations, you will own the day-to-day and long-term infrastructure of our business. You will sit at the intersection of people, process, and performance. You will be accountable for results that matter.

If you have been looking for the kind of role where your decisions actually move the needle, where your track record actually earns you more responsibility, and where the ceiling is determined by your performance rather than someone else's comfort level - this is that role.

What You'll Do

Build and Scale Operations
• Continuously refine operational systems, SOPs, and workflows
• Own the operational playbook
• Identify bottlenecks, inefficiencies, and gaps before they become problems ; drive solutions with speed and precision
• Lead the expansion of service capacity as the company grows into new markets and service areas

Lead and Develop the Team
• Directly oversee customer service team
• Recruit, train, and retain top-performing team members
• Build a culture of accountability, urgency, and excellence from the ground up
• Hold regular performance reviews and implement structured coaching for all direct reports

Drive Performance and Results
• Establish, monitor, and report on KPIs across every operational function
• Work closely with ownership on revenue targets, capacity planning, and growth projections

Champion the Customer Experience
• Ensure that Lickety Split's customer experience standard - fast, friendly, first-class - is embedded into every touchpoint
• Drive resolution speed and satisfaction scores
• Use customer feedback data to identify and address systemic service delivery issues

What You Bring

Experience
• Minimum 5 years of senior customer operations management experience with progressive responsibility
• Background in a fast-paced, service-based industry - we are open to candidates from car dealerships (especially service/fixed operations), logistics and distribution, fleet management, multi-location retail, construction, pest control, or similar environments
• Proven track record of building and scaling teams in high-volume, time-sensitive operations
• Experience managing 20+ employees across multiple functions
• Demonstrated success implementing operational systems and standard operating procedures that improved productivity and customer satisfaction

Leadership
• You lead from the front. You are visible, decisive, and direct.
• You hold people accountable without destroying morale
• You develop talent intentionally - you build the bench, not just the starting lineup
• You communicate with clarity up, down, and across the organization

Mindset
• You are a builder. You see disorganization as opportunity, not obstacle.
• You are competitive. You track performance, set targets, and push the team to beat them.
• You are structured. You believe in systems, documentation, and repeatable processes.
• You are a problem-solver who makes decisions with available information and adjusts as you learn more.
• You thrive in an environment that is moving fast and expects the same from you.

Not a Fit If:
• You need extensive corporate process to get a decision made
• You are used to slow-paced environment with no accountability
• You are not a curious, natural problem solver


Lickety Split is an Equal Opportunity Employer

#INDP1