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