Director of Operations

Concentric LLC • Jacksonville, FL

11d • Hybrid

About The Position

The Director of Operations oversees day-to-day operations, drives strategic initiatives to achieve operational success, and maintains high standards of customer service. The position may report to the Vice President, Regional Vice President, or another individual assigned by management. Depending on the size of the region, the role typically has two or more direct reports and multiple indirect reports.

The Director trains, coaches, and manages Service Managers and Technicians; supports customer relationships and branch readiness; oversees safety, training, work standards, and performance; and travels to assigned branches or job sites as needed. The role also monitors operational performance and key performance indicators, ensures accurate and timely documentation, and promotes the company’s core values, collaboration, and continuous improvement.

Requirements

• High school diploma or GED required.
• Proficiency in Microsoft Office, including Excel, Word, and PowerPoint.
• Strong communication, problem-solving, and analytical skills.
• Ability to organize work and work independently with limited supervision.
• Ability to collaborate with people from diverse backgrounds across locations and departments.
• Ability to clearly communicate ideas in writing and verbally to internal and external customers, and listen effectively to customer needs.
• Ability to adapt to a fast-changing environment.
• Attention to detail and accuracy.
• Ability to identify and complete critical tasks independently with a sense of urgency.
• Must pass a background check and drug screen.
• Must maintain a valid driver’s license.
• Must be able to travel up to 40%, including occasional overnight travel.

Nice To Haves

• Associate degree from an approved two-year college or university, or equivalent experience.

Responsibilities

• Maintain reliable attendance and punctuality.
• Train and coach Service Managers and Technicians on efficiency, quality workmanship, and customer service.
• Build and maintain strong customer relationships.
• Ensure branch locations have the tools and training needed to support customer needs.
• Hire, lead, train, and manage Service Managers, including conducting performance evaluations, making merit-increase decisions, and recommending progressive disciplinary actions.
• Develop Service Managers’ ability to retain Technicians and operational staff within their branches.
• Ensure completion of safety and other required company training.
• Set clear work standards and communicate expectations to direct and indirect reports.
• Ensure branch locations maintain clean and safe work environments.
• Assist with inventory management as needed.
• Travel frequently to job sites or branches within assigned service areas to assist with projects as needed.
• Model the company’s core values.
• Encourage trust, teamwork, and collaboration across departments.
• Plan, communicate, and manage key performance indicators; monitor progress and make adjustments for improvement.
• Conduct timely performance evaluations and provide constructive feedback.
• Comply with company policies and procedures, including Warranty, Safety, Environmental, OSHA, DOT, and Hazmat policies.
• Take ownership of company assets, including vehicles, inventory, tools, furniture, and equipment.
• Ensure service orders, Preventative Maintenance worksheets, timecards, expense reports, and other required documents are accurate and submitted on time.
• Meet performance measures that may include technician efficiency and utilization, inventory completion and variance, work-in-process control, profitability, service-order proficiency, customer satisfaction, and resolution.
• Perform other duties as assigned by the supervisor.

Benefits

• Three medical plan options with employer premium contribution, starting on day one.
• Employee-paid dental and vision insurance, starting on day one.
• Health Savings Account with company contribution on eligible High-Deductible Health Plans.
• Medical and dependent care Flexible Spending Accounts.
• Company-paid life and AD&D insurance, short-term disability, and long-term disability coverage, starting on day one.
• Company 401(k) plan with 100% match on the first 4% of employee contributions.
• Eight paid holidays.
• Full-time employees receive 128 hours of paid time off annually.
• Employee-paid accident, critical illness, and hospital indemnity insurance.
• Employee-paid legal plans and identity protection, plus pet insurance and home and auto discounts.
• Training and mentoring.
• Advancement opportunities.
• Competitive pay, incentive opportunities, and overtime potential for hourly employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED