Director of Operations

Director of Operations
Charlotte, NC

Position Summary:
A rapidly growing facilities services organization is seeking a highly experienced and results-oriented Director of Operations to lead multi-functional teams and oversee national service delivery. This role will play a pivotal part in shaping operational strategy, optimizing performance, and driving client satisfaction across a diverse service portfolio.

The Director of Operations will report directly to the COO and will have full accountability for operations management, team leadership, process improvement, and financial oversight. This is a high-impact position ideal for someone with strong business acumen, operational rigor, and a proven track record in building scalable systems in fast-paced environments.

Key Responsibilities:

• Develop and execute operational strategies across multiple service divisions including facilities maintenance, preventative maintenance, project services, and construction services.
• Lead and mentor cross-functional teams including project managers, coordinators, and affiliate service providers.
• Implement and improve processes, standard operating procedures (SOPs), and key performance indicators (KPIs).
• Oversee national affiliate network performance, ensuring compliance, onboarding, and quality standards.
• Drive operational excellence using data and technology tools (CRM, CMMS, dashboards) to monitor and improve performance.
• Manage company-wide P&L, operating budgets, and gross margin targets.
• Lead change management initiatives and continuous improvement projects to enhance efficiency and client experience.
• Collaborate with internal stakeholders in sales, finance, IT, and executive leadership to align operational goals with business objectives.
• Ensure timely, high-quality service delivery and lead escalation management with clients and partners.
• Support pricing, contract negotiations, and affiliate partnership strategies.

Qualifications:

• Minimum 10–15 years of progressive experience in operations leadership
• At least 5 years in a senior management role overseeing cross-functional or decentralized teams
• Experience managing operational budgets of $10M+ and full P&L ownership
• Strong understanding of integrated facilities maintenance services
• Proven experience leading change, optimizing workflows, and scaling service delivery across multiple regions
• Proficiency in leveraging CMMS, CRM platforms, and data dashboards for operational insights and decision-making
• Exceptional leadership, team-building, and interpersonal communication skills
• Bachelor's degree in Operations Management, Business Administration, or related field required
• Preferred certifications:
  Lean Six Sigma, PMP, or equivalent

Ideal Candidate Attributes:

• Strategic thinker with hands-on execution ability
• Analytical and process-driven mindset
• Adaptable and composed under pressure
• Strong communicator with the ability to influence across levels
• High accountability and integrity
• Customer-centric approach with a focus on continuous service improvement

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