Director of Operations

Role Overview The Director of Operations serves as the senior operational leader responsible for the strategic oversight, performance, and integration of multiple funeral home locations. This role is critical to ensuring consistent service excellence, regulatory compliance, operational efficiency, and financial performance across all facilities under management. The Director of Operations partners closely with location managers, corporate leadership, and support teams to drive cultural alignment, execute growth initiatives, and lead the successful integration of acquired properties. A strong command of funeral industry standards, combined with proven multi-site management expertise, is essential to success in this role. Key Responsibilities Multi-Location Operations Management Provide direct operational oversight for all funeral home locations within the assigned region, ensuring adherence to company standards, policies, and regulatory requirements. Conduct regular on-site visits to evaluate performance, support management teams, and identify operational gaps or improvement opportunities. Develop and execute annual operational plans, including staffing models, service delivery benchmarks, and community engagement strategies. Monitor key performance indicators (KPIs) including call volume, revenue per call, market share, customer satisfaction scores, and cost controls across all locations. Acquisition Integration Lead the end-to-end operational integration of newly acquired funeral home businesses, including systems conversion, staff onboarding, brand alignment, and process standardization. Conduct pre-acquisition due diligence assessments and post-acquisition audits to ensure smooth transitions with minimal disruption to families served. Collaborate with COO, finance, HR, and marketing teams to execute integration timelines and resolve operational challenges. Serve as the primary point of contact for acquired location leadership during transition periods, fostering trust and cultural assimilation. Financial Oversight & Business Acumen Manage P&L performance, including revenue growth targets, expense management, and EBITDA improvement initiatives. Review and approve location-level budgets; identify variances and implement corrective action plans. Identify opportunities to improve preneed sales performance, at-need revenue, and ancillary revenue streams across the region. Prepare and present operational performance reports to senior leadership on a regular cadence. Team Leadership & Development Recruit, coach, develop, and retain high-performing funeral home managers and support staff. Conduct performance evaluations, succession planning discussions, and individual development planning for direct reports. Model and reinforce a family-centered service culture grounded in dignity, compassion, and professionalism. Address employee relations issues in partnership with Human Resources, ensuring a respectful and compliant workplace. Compliance & Risk Management Ensure all locations operate in full compliance with federal, state, and local funeral industry regulations, including FTC Funeral Rule, OSHA, and applicable state licensing requirements. Oversee facility maintenance, fleet management, and health & safety standards across the region. Manage risk exposure by promptly addressing service complaints, quality concerns, or audit findings. Qualifications Minimum 5 years of progressive management experience in funeral home operations, including direct responsibility for multiple locations simultaneously. Active funeral director license in at least one state; licensure in multiple states or willingness to obtain additional licensures strongly preferred. Demonstrated experience leading or participating in the integration of acquired funeral businesses. Proven financial acumen with experience managing multi-location P&L, budgets, and operational KPIs. Strong understanding of funeral industry regulations, competitive dynamics, preneed and at-need service lines, and market trends. Ability and willingness to travel a minimum of 60% of the time within the assigned region, with occasional extended travel for special projects or acquisitions. Valid driver's license with a clean driving record. Benefits Medical, Dental, Vision Insurance and more Paid Time Off Sick Leave Maternity Leave 401(k) Plan #J-18808-Ljbffr