Director of Service

Sherman's Inc.•Peoria Heights, IL

12h•$90,000 - $100,000•Onsite

About The Position

This is a high-level, strategic leadership role. You'll lead our Service Department: Appliance Service, Customer Care, Furniture Service, and Service Support. You'll develop leaders, use data to identify opportunities, improve processes and systems that drive long-term success, and help shape the future of our Service organization. We're looking for someone who connects data, people, and processes to move the business forward. You believe every process can be improved, and every leader can continue to grow. You enjoy digging into operational data, identifying trends, asking thoughtful questions, and uncovering the "why" behind performance. Whether it's technician utilization, customer satisfaction, call volume, profitability, or operational efficiency, you're naturally curious about what the data is telling you — and confident recommending improvements based on those insights. You're just as passionate about developing leaders as you are about improving processes, because you know sustainable results come from both. This role is for you if you love improving organizations—not by doing everything yourself, but by developing leaders, building better systems, and using data to drive smarter decisions. If you're energized by solving operational challenges, coaching experienced leaders, and helping shape the future of a growing organization, we'd love to meet you!

Requirements

5+ years of leadership experience in service, operations, field service, logistics, or a related industry.
Experience leading leaders and developing high-performing teams.
Experience using operational data and KPIs to drive business decisions.
Demonstrated success improving systems, processes, and organizational performance.
Strong business acumen with the ability to balance people, processes, and profitability.
Strategic and systems thinking.
Curiosity and analytical problem-solving.
Ability to influence through data.
Leadership coaching and talent development.
Comfortable navigating change.
Strong business communication.
Intermediate Excel skills

Nice To Haves

Power BI experience is a plus

Responsibilities

Set the long-term vision for the Service department.
Help experienced leaders continue growing through coaching, development, and accountability.
Build leadership capability that strengthens the entire organization.
Analyze performance data to identify trends and opportunities.
Build dashboards, scorecards, and KPIs that help leaders make better decisions.
Standardize processes that improve consistency, quality, and profitability.
Recommend operational improvements backed by data so that the department has the capacity to improve — not just keep up.
Understand how every part of the department connects before recommending change.
Build scalable systems that support future growth.
Balance today's priorities while creating capacity for tomorrow's opportunities.