Director of Customer Service Operations

Lickety-Split•Ponte Vedra Beach, FL

About The Position

Lickety Split Air, Plumbing & Electric is Northeast Florida's fastest-growing home services company. We were built on a simple promise: show up fast, do it right, and treat every customer like royalty. We cover HVAC, plumbing, and electrical services across the Jacksonville metro and surrounding areas. We are growing fast. We are not slowing down. And we are looking for the person who will help us build the machine that sustains it. The Opportunity This is not a job for someone who wants to maintain the status quo. This is a role for someone who wants to build a high-performance operational engine that drives one of Northeast Florida's most ambitious home services companies. As Director of Customer Service Operations, you will own the day-to-day and long-term infrastructure of our business. You will sit at the intersection of people, process, and performance. You will be accountable for results that matter. If you have been looking for the kind of role where your decisions actually move the needle, where your track record actually earns you more responsibility, and where the ceiling is determined by your performance rather than someone else's comfort level — this is that role.

Requirements

Minimum 5 years of senior customer operations management experience with progressive responsibility
Background in a fast-paced, service-based industry — we are open to candidates from car dealerships (especially service/fixed operations), logistics and distribution, fleet management, multi-location retail, construction, pest control, or similar environments
Proven track record of building and scaling teams in high-volume, time-sensitive operations
Experience managing 20+ employees across multiple functions
Demonstrated success implementing operational systems and standard operating procedures that improved productivity and customer satisfaction
You lead from the front. You are visible, decisive, and direct.
You hold people accountable without destroying morale
You develop talent intentionally — you build the bench, not just the starting lineup
You communicate with clarity up, down, and across the organization
You are a builder. You see disorganization as opportunity, not obstacle.
You are competitive. You track performance, set targets, and push the team to beat them.
You are structured. You believe in systems, documentation, and repeatable processes.
You are a problem-solver who makes decisions with available information and adjusts as you learn more.
You thrive in an environment that is moving fast and expects the same from you.

Nice To Haves

Not a Fit If: You need extensive corporate process to get a decision made
You are used to slow-paced environment with no accountability
You are not a curious, natural problem solver

Responsibilities

Build and Scale Operations: Continuously refine operational systems, SOPs, and workflows
Own the operational playbook
Identify bottlenecks, inefficiencies, and gaps before they become problems ; drive solutions with speed and precision
Lead the expansion of service capacity as the company grows into new markets and service areas
Lead and Develop the Team: Directly oversee customer service team
Recruit, train, and retain top-performing team members
Build a culture of accountability, urgency, and excellence from the ground up
Hold regular performance reviews and implement structured coaching for all direct reports
Drive Performance and Results: Establish, monitor, and report on KPIs across every operational function
Work closely with ownership on revenue targets, capacity planning, and growth projections
Champion the Customer Experience: Ensure that Lickety Split's customer experience standard — fast, friendly, first-class — is embedded into every touchpoint
Drive resolution speed and satisfaction scores
Use customer feedback data to identify and address systemic service delivery issues