Director of Growth and Customer Operations

TR Miller Heating, Cooling, Plumbing and Electrical is a fast-growing company built on trust and integrity. We're more than a service provider – we're a team that genuinely cares about people. We are looking for an experienced Director of Growth & Customer Operations onsite at our Bolingbrook location who shares our commitment to customer satisfaction and views this opportunity not just as a job, but as a long-term career. This is a newly created executive leadership role with tremendous opportunity for growth. The Director of Growth & Customer Operations will be responsible for building and optimizing our entire growth engine by aligning Marketing, Call Center, Inside Sales, and Customer Experience into one high-performing, data-driven organization. This leader will improve the entire customer journey—from lead generation through completed service—by developing systems, coaching leaders, and driving accountability across multiple departments. This is not a traditional marketing or sales leadership position. Reporting directly to the President and serving as a member of the Executive Leadership Team, this role will play a critical part in shaping the company's growth strategy, driving operational excellence, and influencing key business decisions as TR Miller continues to scale. We're looking for a strategic operator with experience leading within a 500+ team member and/or $100M+ organization – someone who can bring proven systems, leadership, and operational excellence that will help elevate our organization as we continue to grow. Responsibilities Lead and align the Marketing, Call Center, Inside Sales, and Customer Experience teams to drive profitable revenue growth and deliver an exceptional customer journey. Oversee and develop the leaders responsible for Marketing, Call Center, Inside Sales, and Customer Experience, fostering accountability, collaboration, and a culture of continuous improvement. Design and implement systems, dashboards, and KPI scorecards that provide visibility across the customer journey and drive measurable improvements in conversion, efficiency, customer satisfaction, and profitability. Own departmental budgets, performance metrics, and strategic planning across customer acquisition and customer operations to ensure sustainable, profitable growth. Drive organizational change by recommending and implementing technology, process improvements, organizational structure, and performance initiatives that improve business outcomes. Partner with the Executive Leadership Team to develop and execute strategic growth initiatives while continuously improving the customer experience and operational performance. Own the end-to-end revenue funnel from lead generation through booked appointments, completed jobs, and customer retention, ensuring visibility, accountability, and continuous optimization across every stage. Perform other strategic leadership responsibilities necessary to support company growth and operational excellence. What Success Looks Like Increase profitable revenue growth. Improve lead-to-book conversion rates. Improve revenue per opportunity. Reduce customer acquisition costs (CAC). Increase membership growth and customer retention. Improve Net Promoter Score (NPS), Google Reviews, and complaint resolution. Create full visibility across the revenue funnel with KPI dashboards and reporting. Develop high-performing department leaders who operate independently. Build scalable systems and playbooks that support multi-location growth. Pay and Benefits Pay: $160,000 - $200,000 annually (based on experience) plus bonus (based on company and individual performance). Opportunity for executive leadership growth and advancement. Weekly pay checks. Health insurance. Dental insurance. Vision insurance. Life insurance. Pet insurance. Met Life. Short-term and long-term disability. Employee wellness. Tuition reimbursement. Up to two weeks of paid time off yearly. Regular company events and outings throughout the year. President's Club – annual all-expenses-paid trip for top performers and guest. Paid holidays. 401(k) plan with a company match. Requirements 10+ years of progressive leadership experience, including responsibility for multiple business functions, customer operations, revenue growth, or organizational strategy. Proven experience leading multiple departments or cross-functional teams within a growing organization. Experience managing departmental budgets, strategic planning, and organizational performance. Demonstrated success leading organizational change through technology implementation, process improvement, and operational transformation. Proven ability to influence executive-level decision making and lead cross-functional initiatives. Demonstrated success improving business performance through systems, process improvement, and KPI-driven decision making. Strong financial and analytical acumen with experience managing dashboards, metrics, and operational performance. Proven ability to coach, develop, and hold leaders accountable while building high-performing teams. Experience within a multi-location home service company, service organization, private equity-backed business, or similar fast-paced environment preferred. Experience with P&L management and strategic planning preferred. Exceptional communication, collaboration, and change management skills. Master’s in Business or a related field preferred. Must be able to remain in a stationary position (seated) for prolonged periods. Frequent use of computer, keyboard, and telephone headset. Everyone is required to submit a pre-employment background check prior to start date. TR Miller is an equal opportunity employer and is committed to providing reasonable accommodation to qualified individuals with disabilities so that they can perform the essential job functions unless doing so would impose an undue hardship on the operation of the business. #J-18808-Ljbffr Earlsheating