Director of Shared Services

Legacy Service Partners Career • Lincoln, NE

4d

About The Position

The Director of Shared Services leads the centralized operational functions that support partner company performance across the platform. This role owns the direction and performance of shared services including call center and dispatch operations, marketing coordination, talent acquisition support, and technology systems. The Director will build and maintain a high-performing, customer-focused team while driving the process and systems capability that allows the organization to scale efficiently. This role requires a leader with broad operational scope, strong analytical instincts, and the ability to align multiple functions toward common outcomes.

Requirements

• 10+ years of experience in operations management within residential home services, with a focus on HVAC, plumbing, and/or electrical services
• Demonstrated experience leading call center, dispatch, or shared services functions in a multi-location environment
• High proficiency in ServiceTitan including the ability to build, interpret, and act on operational reporting and functional configurations
• Strong analytical skills with the ability to identify, track, and manage KPIs that drive meaningful operational outcomes
• Proven ability to lead and develop diverse teams in a fast-paced, customer-centric environment
• Demonstrated track record of driving process improvement and operational efficiency
• Excellent communication and interpersonal skills with the ability to collaborate effectively across functions and levels of the organization
• Strong organizational skills and the ability to manage multiple overlapping priorities with precision

Responsibilities

• Lead the day-to-day operations of all shared services functions, setting clear goals, holding teams accountable to daily and monthly performance targets, and removing roadblocks that prevent the teams from executing at a high level.
• Oversee CSR and dispatcher teams, providing coaching, performance management, and professional development that builds a culture of 5-star customer service. Ensure scheduling efficiency, call conversion, and dispatch effectiveness are consistently meeting or exceeding targets.
• Drive continuous improvement across all shared services functions. Identify root cause problems, originate solutions, and implement changes that increase productivity, reduce costs, and improve service quality.
• Own the KPI framework for shared services. Track, analyze, and report on performance metrics across all functions and use data to identify trends, address gaps, and validate improvements.
• Collaborate with marketing, talent acquisition, technology, HR, finance, and field operations counterparts to ensure best practices are shared, reporting is timely, and operational alignment is maintained across the platform.
• Implement and maintain quality control processes that uphold service excellence and company standards across all shared services functions.
• Oversee local marketing coordinator activities including events, sponsorships, reputation management, social media, and local promotions. Serve as the primary liaison between the partner company and the platform marketing function, ensuring local execution aligns with platform strategy, budgets are managed effectively, and performance is tracked against lead generation goals.
• Maintain high proficiency in ServiceTitan and other operational platforms. Identify system enhancements and work with the technology team to implement solutions that improve efficiency and reporting capability.
• Ensure compliance with industry regulations, safety protocols, and company best practices across all shared services operations.

Benefits

• Fully employer-paid medical, dental, and vision options
• 401(k) with company match
• Continuous investment in your growth through training and education stipends

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed