Head of Operations & Business Management

Director of Operations

Full-time | Exempt | Leadership Team

Compensation $80,000–$100,000 + bonus

Our Purpose Building relationships and enhancing the lives around us is our passion. At Thomas Pest Services, pest management is how we achieve that. We are looking for a relationship-driven leader who can develop people, elevate execution, and foster meaningful relationships with our customers and teammates.

Position Summary The Director of Operations is the company’s senior operational leader and a member of the Leadership Team. Reporting directly to the Integrator, this role translates the company vision into disciplined, measurable field execution. The Director leads the operations organization through the Entrepreneurial Operating System® (EOS®), ensuring the right people, processes, scorecards, and meeting rhythms are in place to deliver outstanding service, profitable growth, and a healthy company culture.

The Director is accountable for the performance and development of operations supervisors and their teams, including service quality, customer retention, labor, production, fleet, inventory, safety, and operational profitability.

Core Responsibilities Leadership Team & EOS Serve as an active Leadership Team member, partnering with the Integrator and other leaders to execute the company vision and annual plan.

Lead, manage, and hold accountable the operations leadership team and their respective teams; Own the Operations Scorecard and ensure weekly data is accurate, visible, and used to drive timely action.

Set and execute quarterly Rocks for Operations; Build and continuously improve the operations processes so they are documented, followed, measured, and improved.

Operational Excellence Maintain high service standards across all accounts and resolve quality or customer-service concerns with urgency and care.

Lead route capacity, service timeliness, urgent-service, and cancellation processes with route and office leadership.

Develop supervisors and technicians through coaching, field observation, regular feedback, independent learning, and group training.

Ensure the field team delivers relationship-based pest management through stellar service delivery, clear communication, and professional conduct.

complete orders, evaluate products, and manage materials spend to budget.

Oversee fleet management: vehicle readiness, maintenance coordination, stocking, cleanliness, acquisition planning, and expense control.

Champion safety and compliance, including vehicle standards, PPE, equipment use, respirator-fit requirements, and applicable regulatory requirements.

Financial, Customer & Team Results Own operational results and partner with the Integrator on department planning, forecasts, budgets, and corrective actions.

Manage direct labor, technician production, gross profit, service effectiveness, and retention in line with company targets.

use scorecards and coaching to help supervisors achieve their team bonus performance.

Work with the Employee Experience Manager to ensure field staff progress through the company development program.

Partner with sales, customer service, office leadership, and finance to remove operational obstacles and create an exceptional customer experience.

Key Performance Indicators The Director will own the Operations Scorecard and work with the Integrator to establish and maintain targets. Monthly customer retention: Fleet, inventory, and maintenance expense: at or below budget

Qualifications 5+ years of progressively responsible operations or service leadership experience, including leading leaders; pest management (a plus), route-based services, home services, facilities, or a similar field-service business is preferred.

Demonstrated success managing team performance, operating metrics, labor, production, customer retention, budgets, and margin.

Experience operating in EOS or a comparable accountability-driven management system is strongly preferred.

A servant-leader mindset: direct, humble, resourceful, organized, and committed to personal and professional growth.

Ability to safely perform occasional field observations in varied environmental conditions, including navigating ladders, roofs, crawlspaces, and attics, and lifting 50+ pounds when needed.

What You Get Compensation: $80,000–$100,000 annually, depending on experience and leadership scope, plus bonus structure. Actual compensation will reflect qualifications, internal equity, and work location.

400 toward health insurance, including dental and vision.

Perks: Company vehicle and gas card; cell phone; company computer; Time Off: Paid time off begins accruing on day one, plus paid holidays.

Training: Company-paid certification exams and renewals, comprehensive training, and ongoing development to keep you sharp and ahead of industry trends.