Chief Operating Officer

Chief Operating Officer

Nutri‑Green Professional Services – Tulsa, OK (in‑person leadership required; field presence required)

Reports to: Owner / CEO (Visionary)
Direct Reports: Field Team Leaders, Office/Customer Experience Leader, Sales/Marketing lead, Training/Quality, Admin/Finance & HR Leaders

Job Summary

Accountable for executing the company’s strategic objectives by building operational discipline, strengthening systems, and leading the leadership team across field and office. Works closely with the Owner/CEO to translate priorities into measurable plans, create accountability, and ensure a consistently high customer experience.

Critical Result Areas

• People, Leadership Bench, and Training: Recruit, onboard, and develop leaders; maintain a deep bench and consistent training; measure success by scorecard performance, retention, onboarding rates, and time‑to‑fill.
• Customer Retention and Experience: Own cancel prevention, complaint resolution, and “Make It Right” systems; success measured by cancel rate, NPS, resolution time, and reactivation rate.
• Operational Execution, Quality, and Safety: Ensure service delivery meets standards; measure route completion, on‑time service, QA pass rate, and safety incidents.
• Profitability and Financial Discipline: Drive labor productivity, routing efficiency, and material usage to protect margins; measure gross margin, contribution margin, labor cost %, and budget variance.
• Scaling Capacity and Cross‑Business Coordination: Build capacity ahead of growth; manage Hook & Ladder seasonal integration; measure capacity vs. revenue plan and staffing absorption.

Duties / Responsibilities

• Leadership, Operating Rhythm, and Traction: Lead weekly EOS L10 meetings, quarterly and annual planning sessions, and maintain accountability across departments.
• Visionary Partnership and Priority Execution: Serve as Owner’s primary operating partner, translate priorities, and protect the Owner’s time.
• People, Culture, HR, and Accountability Systems: Hire, evaluate, coach, and terminate staff; establish performance systems; partner with HR on onboarding.
• Customer Retention and Experience Systems: Own cancel prevention, standardize escalation workflows, and coordinate with sales and CSR for conversion and reactivation campaigns.
• Field Operations Oversight: Ensure accurate field workflows, routing, staffing, inventory, and quality standards, and manage safety programs.
• Office Operations and Customer Experience: Ensure scheduling, billing, communication, and documentation are accurate and responsive.
• SOPs, Systems, Reporting, and Admin Coordination: Maintain and update SOPs, improve operational systems, and ensure timely reporting.
• Financial and KPI Management: Build weekly scorecards, partner on budgeting, and drive productivity improvements.
• Scaling Capacity, New Services, and Cross‑Business Coordination: Support growth through staffing, training, system rollouts, and seasonal transitions.

Success Measures

• Company profitability, customer satisfaction score, and on‑time service %.
• Cancellation rate, labor productivity metrics, and gross margin %.
• Team leader performance and rock completion rate.

Skill Set and Education Requirements

• Required: 7–10+ years progressive operations leadership in a route‑based or field‑service business; bachelor’s degree; proven leadership experience; process discipline; strong communication; data‑driven decision making; EOS knowledge; valid driver’s license.
• Preferred: Bilingual (Spanish/English); experience with CRM/scheduling/routing software; EOS Integrator experience.

Compensation

Salary commensurate with experience. Performance incentives tied to profitability, productivity, retention, quality, and rock completion.

First 90 Days – What Success Looks Like

• Days 1–30: Listen, assess, establish weekly cadence and baseline scorecard.
• Days 31–60: Standardize escalation, QA loops, routing, and SOPs; align expectations and measurables.
• Days 61–90: Drive core KPIs, solidify training cadence, and present a 2‑quarter execution roadmap.

How to Apply

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