Director of Operations

Our Purpose

Position Summary

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; model the company values in every interaction.
• Own the Operations Scorecard and ensure weekly data is accurate, visible, and used to drive timely action.
• Participate in and lead EOS meeting rhythms, including weekly Level 10 meetings, Same Page meetings, quarterly planning, and quarterly conversations.
• Set and execute quarterly Rocks for Operations; identify, discuss, and solve Issues using EOS tools and a strong follow-through discipline.
• 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.
• Maintain appropriate inventory levels at all locations; 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.
• Establish clear weekly department and individual goals; 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

• Service effectiveness: 96% or higher
• Monthly customer retention: 98% or higher
• Direct labor: 23% or less
• Technician production: $210,000 annually / $15,500 monthly average
• Gross profit: 52% or higher
• Service timeliness: 40 or higher
• 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.
• Excellent written and verbal communication, strong judgment, and the ability to solve issues collaboratively and decisively.
• Valid driver’s license and driving record that meets company standards; ability to meet company safety, screening, and certification requirements.
• 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