Job Overview

The Operations Director is responsible for leading and managing the company's field operations to ensure consistent, high-quality service delivery and strong client satisfaction across all accounts. This senior leadership role is critical in setting and executing operational strategy, driving continuous improvement, and ensuring that all service commitments are met or exceeded. The Operations Director oversees multiple layers of operational leadership, including Regional Managers, Area Managers, and front-line supervisors, and works cross-functionally with other departments such as Sales, Human Resources, and Finance to support the company's goals.?

This position reports to Senior Leadership and plays a key role in both day-to-day operations and long-term planning.

Key Responsibilities

Operational Strategy & Service Excellence

·        Develop and implement short- and long-term operational strategies aligned with company goals, focused on quality, efficiency, consistency, and scalability.

·        Create and enforce operating standards, policies, and procedures that ensure uniform service delivery across all markets.

·        Conduct regular evaluations of service delivery performance, identifying trends, root causes, and improvement opportunities.

·        Develop and deploy tools and systems for tracking operational performance, holding team members accountable for results.

Team Leadership & Performance Management

·        Provide leadership, direction, and development for all levels of the operations team, including Regional Managers, Area Managers, and Account Managers.

·        Foster a strong leadership culture by mentoring, coaching, and developing team members at all levels of the organization.

·        Set clear goals and expectations, conduct regular performance reviews, and address underperformance through coaching or corrective action plans.

·        Maintain appropriate staffing levels through collaboration with HR and ensure smooth onboarding and training processes for new leaders and team members.

Process Improvement & Quality Control

·        Establish and continuously refine quality control systems to monitor service standards and drive accountability at the site level.

·        Implement and lead initiatives to reduce operational inefficiencies, streamline workflows, and improve service consistency.

·        Leverage data and analytics to make informed decisions, evaluate team performance, and identify areas for improvement.

·        Ensure cleaning processes are consistent with industry best practices and supported by proper training and documentation.

Resource Management & Budgeting

·        Oversee regional and account-level budgets to ensure financial goals are met while maintaining service quality.

·        Make data-driven staffing and resource allocation decisions based on customer needs, contract requirements, and labor cost targets.

·        Monitor and manage expenditures, identifying opportunities for cost reduction without compromising service.

·        Ensure that equipment, supplies, and other resources are distributed efficiently and appropriately maintained.

Client Relations & Satisfaction

·        Develop and maintain strong relationships with key clients, regularly reviewing performance, gathering feedback, and addressing concerns.

·        Lead client retention efforts by ensuring exceptional service, timely issue resolution, and proactive communication.

·        Support the transition of new accounts by partnering with the sales and implementation teams to build trust and deliver on client expectations.

·        Represent the company at client meetings, inspections, and service reviews as needed.

Cross Department Collaborat