Business Operations Director - Field Service

About Culligan Quench Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement.  Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan.  Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/   About Culligan There’s nothing more fundamental to life on Earth than water.  At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love.  For more information visit www.culligan.com.    Values: 5Cs Culligan as One Customers come first Commitment to Innovation Courage to do what's right Consistently deliver exceptional results

The Business Operations Director, Field Service serves as a key strategic leader within the National Field Service organization, partnering closely with the National Vice President, Field Service to drive operational excellence, business performance, compliance, and continuous improvement across the enterprise.

This role is responsible for leading the systems, processes, analytics, governance, and operational disciplines that enable the Field Service organization to achieve its strategic objectives related to safety, customer experience, productivity, quality, workforce effectiveness, and financial performance.

The Business Operations Director provides leadership and direction to Regional Operations Managers (ROMs) while serving as the operational steward of the Culligan Business System (CBS) for the Field Service Organization. Through data-driven decision making, performance management, and cross-functional collaboration, this position translates organizational goals into actionable initiatives that improve service delivery, reduce operational risk, and drive sustainable business results.

The ideal candidate combines strong business acumen, operational leadership, analytical expertise, and change management capabilities to create alignment between field operations, strategic priorities, and enterprise objectives.

Key Responsibilities - Business Performance Management & Analytics Business Performance Management & Analytics

• Own the monitoring and governance of key performance indicators (KPIs) across the Field Service organization.
• Analyze operational and financial performance trends to identify opportunities, risks, and corrective actions.
• Lead the development of dashboards, scorecards, and operational review materials for the Field Service leadership team and assist in developing Root Cause/Countermeasures as needed.
• Support the National Vice President of Field Service to drive accountability for performance results through structured business reviews and action planning processes.
• Partner with functional leaders to identify root causes of performance gaps and implement sustainable solutions.
• Monitor organizational performance related to:
  • Technician productivity and utilization
  • Work order completion and aging
  • Backlog management
  • Schedule adherence
  • Customer satisfaction and Net Promoter Score (NPS)
  • Service quality and first-time fix rates
  • Safety performance
  • Response and restoration metrics
  • Workforce capacity and staffing effectiveness
  • Revenue realization and cost management
  • Budget performance and operational efficiency

Key Responsibilites - Operational Leadership & Governance

• Provide strategic leadership and operational direction to Regional Operations Managers to ensure performance consistency across all service regions.
• Develop and enforce enterprise-wide operational governance, performance standards, and accountability mechanisms through a comprehensive audit strategy that drives compliance, consistency, and continuous improvement.
• Lead cross-functional initiatives and projects that improve service delivery, operational efficiency, and customer outcomes.
• Ensure field operations are aligned with organizational objectives, customer commitments, and service standards.
• Evaluate organizational capacity and workforce planning strategies to anticipate future business needs.
• Partner with Operations, Sales, Supply Chain, Customer Care, Finance, HR, Learning & Development, and EHS teams to drive enterprise-wide operational effectiveness.
• Serve as a trusted advisor to the National Vice President of Field Service on operational strategy, risk mitigation, organizational design, and performance improvement initiatives.

Key Responsibilites - Financial Management & Productivity Improvement

• Support the execution of the annual operating plan development, forecasting, and budget management activities.
• Monitor operational expenses and productivity metrics to ensure achievement of financial objectives.
• Identify opportunities to optimize labor utilization, service delivery costs, and overall operational efficiency.
• Develop business cases and ROI analyses supporting strategic investments, technology initiatives, and process improvements.
• Evaluate performance trends and implement cost-reduction initiatives while maintaining customer experience and service quality.
• Drive initiatives that improve technician productivity, workforce utilization, and operational scalability.

Key Responsibilites - Compliance, Quality & Risk Management

• Provide leadership and oversight for operational compliance, quality assurance, and regulatory adherence programs.
• Ensure compliance with all federal, state, and local regulations applicable to field service operations.
• Verify adherence to installation standards, service procedures, quality requirements, and licensing regulations as applicable.
• Monitor technician compliance with safety procedures, certifications, training requirements, and operating standards.
• Oversee field audit programs conducted through Regional Operations Managers to validate operational execution and compliance.
• Investigate compliance concerns, identify root causes, and implement corrective and preventive action plans.
• Monitor organizational compliance with Standard Operating Procedures (SOPs), Work Instructions, and quality management standards.
• Partner with Learning & Development to establish and maintain SOP governance, documentation controls, and procedural training programs.
• Collaborate with Environmental Health & Safety (EHS) teams to ensure compliance with OSHA, DOT (safe driving), environmental, and industry-specific regulations.
• Promote a culture of accountability, ethics, quality, and operational compliance throughout the organization.

Key Responsibilites - Leadership & Talent Development

• Lead, coach, and develop a high-performing operations team consisting of Regional Operations Managers, Business Analysts, and Project Management resources.
• Establish performance expectations and development plans that support both organizational goals and employee growth.
• Foster a culture of ownership, accountability, continuous improvement, collaboration, and operational excellence.
• Build organizational capability through leadership development, succession planning, and talent assessment practices.
• Support change management initiatives that drive adoption of new processes, systems, and performance expectations.
• Recognize and develop emerging leadership talent throughout the Field Service organization.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Engineering, Supply Chain, or a related field; Master's degree preferred.
• 10+ years of progressive leadership experience in field service, operations, business operations, or service delivery organizations.  
• 5+ years of experience leading managers and cross-functional teams.
• Demonstrated success leading medium to large-scale operational performance improvement initiatives.
• Strong financial acumen with experience in budgeting, forecasting, workforce planning, and business case development.
• Advanced analytical skills with the ability to convert operational data into strategic recommendations and measurable actions.
• Experience utilizing Lean, Six Sigma, Kaizen, or other continuous improvement methodologies.
• Strong executive communication and presentation skills with experience influencing leaders at all levels of the organization.
• Proven ability to lead organizational change and drive accountability across geographically dispersed teams.
• Ability to travel up to 50% as business needs require.

Preferred Qualifications

• Experience in field service, water treatment, beverage, facilities services, route-based operations, or a related service industry.
• Lean Six Sigma Green Belt, Black Belt, or equivalent certification.
• Experience operating within structured business systems and operational excellence frameworks.
• Advanced proficiency with Microsoft Power BI, Excel, PowerPoint, and data visualization tools.
• Experience with Salesforce, ServiceMax, Monday.com, Lucidchart, and project portfolio management systems.
• Knowledge of workforce optimization, service operations analytics, and performance management systems.
• Experience supporting multi-site or national service organizations.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.