Service Director - Operations Excellence

About the Role

We are seeking an experienced operations leader to drive performance, consistency, and leadership development across our service center network. As the Service Director of Operations Excellence, you will serve as a trusted partner to service center managers, traveling regularly to locations to assess operations, identify opportunities for improvement, and implement sustainable solutions that enhance performance.

This is a highly collaborative, field-focused role that combines operational expertise with leadership coaching. The ideal candidate is passionate about developing people, strengthening teams, and fostering a culture of continuous improvement. By partnering closely with leadership, you will help elevate operational excellence, build leadership capabilities, and develop a strong pipeline of talent to support the company's long-term growth and success.

Capture & Deploy Best Practices

• Identify operational and leadership practices that are working well at individual locations
• Document, package, and help deploy those practices across the broader network
• Promote consistency in standards and expectations without stifling what makes each location effective
• Champion the use of data, metrics, and accountability systems to drive decision-making

Be a Field Presence That Actually Moves the Needle

• Travel to service center locations nationwide, spending meaningful time at each (not just quick walkthroughs)
• Observe operations firsthand- how teams are led, how work flows, how customers are served
• Build honest, trusted relationships with local managers and their teams
• Identify what each location does exceptionally well and where the gaps are

Elevate Our Service Center Managers

• Coach managers one-on-one on leadership effectiveness, team accountability, and performance management
• Help managers strengthen the day-to-day habits that drive team performance: clear expectations, consistent follow-through, strong communication
• Provide candid, constructive feedback that leaders can actually act on
• Develop individualized growth plans for managers at different stages of their development

Assess & Build Our Leadership Pipeline

• Evaluate emerging leaders and high-potential employees for advancement readiness
• Lead succession planning efforts for service and operations leadership roles
• Partner with executive leadership to identify where we need to grow talent from within- and where external hiring may be needed
• Recommend promotions, developmental assignments, and targeted training where appropriate

Report Back to Executive Leadership

• Provide clear, objective assessments of leadership capability and organizational health across locations
• Surface risks, gaps, and opportunities that leadership needs to see- even when the message is difficult
• Recommend structural or personnel changes when warranted, with supporting rationale