Director of Operations

Thomas Pest Services•Town of Colonie, NY

25d•$80,000 - $100,000•Onsite

About The Position

The Director of Operations is the company’s senior operational leader and a member of the Leadership Team. Reporting directly to the Integrator, this role translates the company vision into disciplined, measurable field execution. The Director leads the operations organization through the Entrepreneurial Operating System® (EOS®), ensuring the right people, processes, scorecards, and meeting rhythms are in place to deliver outstanding service, profitable growth, and a healthy company culture. This is a hands-on leadership role. The Director is accountable for the performance and development of operations supervisors and their teams, including service quality, customer retention, labor, production, fleet, inventory, safety, and operational profitability.

Requirements

5+ years of progressively responsible operations or service leadership experience, including leading leaders; pest management (a plus), route-based services, home services, facilities, or a similar field-service business is preferred.
Demonstrated success managing team performance, operating metrics, labor, production, customer retention, budgets, and margin.
Experience operating in EOS or a comparable accountability-driven management system is strongly preferred.
A servant-leader mindset: direct, humble, resourceful, organized, and committed to personal and professional growth.
Excellent written and verbal communication, strong judgment, and the ability to solve issues collaboratively and decisively.
Valid driver’s license and driving record that meets company standards; ability to meet company safety, screening, and certification requirements.
Ability to safely perform occasional field observations in varied environmental conditions, including navigating ladders, roofs, crawlspaces, and attics, and lifting 50+ pounds when needed.

Nice To Haves

pest management (a plus)
route-based services, home services, facilities, or a similar field-service business is preferred
Experience operating in EOS or a comparable accountability-driven management system is strongly preferred

Responsibilities

Serve as an active Leadership Team member, partnering with the Integrator and other leaders to execute the company vision and annual plan.
Lead, manage, and hold accountable the operations leadership team and their respective teams; model the company values in every interaction.
Own the Operations Scorecard and ensure weekly data is accurate, visible, and used to drive timely action.
Participate in and lead EOS meeting rhythms, including weekly Level 10 meetings, Same Page meetings, quarterly planning, and quarterly conversations.
Set and execute quarterly Rocks for Operations; identify, discuss, and solve Issues using EOS tools and a strong follow-through discipline.
Build and continuously improve the operations processes so they are documented, followed, measured, and improved.
Maintain high service standards across all accounts and resolve quality or customer-service concerns with urgency and care.
Lead route capacity, service timeliness, urgent-service, and cancellation processes with route and office leadership.
Develop supervisors and technicians through coaching, field observation, regular feedback, independent learning, and group training.
Ensure the field team delivers relationship-based pest management through stellar service delivery, clear communication, and professional conduct.
Maintain appropriate inventory levels at all locations; complete orders, evaluate products, and manage materials spend to budget.
Oversee fleet management: vehicle readiness, maintenance coordination, stocking, cleanliness, acquisition planning, and expense control.
Champion safety and compliance, including vehicle standards, PPE, equipment use, respirator-fit requirements, and applicable regulatory requirements.
Own operational results and partner with the Integrator on department planning, forecasts, budgets, and corrective actions.
Manage direct labor, technician production, gross profit, service effectiveness, and retention in line with company targets.
Establish clear weekly department and individual goals; use scorecards and coaching to help supervisors achieve their team bonus performance.
Work with the Employee Experience Manager to ensure field staff progress through the company development program.
Partner with sales, customer service, office leadership, and finance to remove operational obstacles and create an exceptional customer experience.