Director of Operations

The Director of Operations is the senior operational leader for a local market and is accountable for the overallfinancial performance, operational execution, team leadership, and client relationships of the business.

This is a highly hands‑on leadership role requiring an experienced operational leader with a strong track record of managing a full P&L, leading and developing large teams, driving profitability, and building a high-performance culture.

The Director of Operations is responsible for making strategic and day‑to‑day decisions that impact revenue, profitability, labor performance, client retention, employee engagement, and overall market growth. This individual must be comfortable operating as a business leader—not simply managing day‑to‑day operations.

Key Responsibilities

• Own and manage the overallP&L and financial performance of the local market.
• Drive revenue growth, profitability, gross margin, and overall financial performance.
• Develop and execute operating plans, budgets, forecasts, and financial targets.
• Analyze financial and operational results and take action to address performance gaps.
• Maintain strong control of labor costs, operating expenses, overtime, equipment, and other key cost drivers.
• Monitor job profitability, margins, labor utilization, and productivity to ensure the market meets financial objectives.
• Identify opportunities to improve efficiency, reduce costs, and increase profitability.
• Partner with Finance and Accounting to ensure accurate billing, invoicing, forecasting, and accounts receivable performance.

Operational Leadership

• Provide overall leadership and accountability for all operations within the local market.
• Oversee daily execution while maintaining a strategic focus on long‑term performance and growth.
• Ensure appropriate staffing, scheduling, labor planning, equipment allocation, and operational readiness.
• Establish and monitor key performance indicators to drive accountability and continuous improvement.
• Identify operational challenges and implement scalable solutions that improve efficiency, quality, and profitability.
• Ensure work is completed safely, efficiently, on time, and in accordance with company and client expectations.
• Maintain accountability for fleet, equipment, inventory, and other operational resources.
• Lead, develop, and hold accountable a large team of operational and field employees.
• Build and develop a strong leadership team capable of effectively managing day‑to‑day operations.
• Establish clear expectations, performance standards, and accountability throughout the organization.
• Hire, develop, coach, and retain strong operational leaders and employees.
• Conduct performance reviews, address performance concerns, and make appropriate personnel decisions.
• Create development plans and succession strategies to strengthen leadership capability within the market.
• Foster a culture of accountability, ownership, safety, teamwork, and continuous improvement.
• Ensure leaders are effectively managing their teams and delivering against operational and financial expectations.

Client & Business Leadership

• Serve as a senior leader and key point of contact for major clients within the market.
• Build and maintain strong client relationships while ensuring exceptional service delivery.
• Proactively address service concerns and resolve complex operational or client issues.
• Partner with Sales and internal teams to support client retention, account growth, and new business opportunities.
• Participate in strategic client conversations and help identify opportunities to expand services and revenue.

Strategic Leadership

• Develop and execute strategies to improve market performance, profitability, operational efficiency, and team effectiveness.
• Use financial and operational data to identify trends, risks, and opportunities.
• Drive continuous improvement initiatives across labor management, productivity, quality, and service delivery.
• Ensure compliance with company policies, safety requirements, and applicable regulations.
• Provide regular updates on financial, operational, and team performance to senior leadership.

Qualifications

• Bachelor’s degree preferred; equivalent combination of education and significant leadership experience will be considered.
• 7+ years of progressive operations leadership experience with increasing responsibility for financial and team performance.
• Demonstrated experience owning and managing a full P&L or significant business unit with direct accountability for revenue, profitability, and operating expenses.
• Proven experience leading and developing large teams, including managers and frontline employees.
• Strong business and financial acumen with the ability to analyze P&L statements, budgets, forecasts, margins, and key operational metrics.
• Demonstrated success improving profitability, productivity, operational performance, and employee accountability.
• Strong leadership presence with the ability to make decisions, solve complex problems, and drive results.
• Excellent client relationship and communication skills.
• Experience in facility services, restoration, specialty services, construction, or another labor‑intensive service environment preferred.
• Proficiency in Microsoft Office, particularly Excel.
• Ability to travel up to 30%.

Success Metrics

Success in this role will be measured by:

• P&L performance and overall market profitability
• Revenue growth and achievement of financial targets
• Gross margin and labor cost performance
• Budget and expense management
• Operational productivity and efficiency
• Client retention and satisfaction
• Team performance, engagement, and retention
• Leadership development and succession strength
• Safety, quality, and compliance performance
• Achievement of overall market growth objectives