Director, Operations

Suddath Companies•Coppell, TX

About The Position

The Director, Operations is responsible for customer satisfaction and operational excellence by translating the Home Delivery operating strategy into consistent field execution across an assigned region, portfolio of markets, and customer operations. The role owns operational performance, financial results, service quality, safety, contractor capacity, continuous improvement initiatives, and leadership effectiveness within the assigned scope. This field-oriented, data-driven leader leads, coaches, and mentors geographically dispersed site leaders; establishes operating discipline through performance reviews and field engagement; and partners with Business Operations and other functional teams to resolve systemic issues, improve profitability, and support scalable growth. The Director develops leaders, applies sound financial judgment, and builds a culture of accountability, collaboration, continuous improvement, and excellence. The position directly and indirectly leads regional, market, and site operations leaders and their teams. It requires frequent travel within the United States, including regular field visits and occasional overnight, weekend, or extended travel. Work takes place in climate-controlled offices and in warehouse, cross-dock, delivery, and customer operating environments that may not be climate controlled. Schedules may occasionally include early mornings, evenings, weekends, holidays, or emergency response based on business and customer needs.

Requirements

Bachelor’s degree in Supply Chain, Logistics, Business Administration, Engineering, or a related field, or an equivalent combination of education and relevant operational leadership experience.
Eight or more years of progressively responsible experience in transportation, logistics, supply chain, final mile, home delivery, or a related operating environment.
At least three years leading multiple sites, markets, or geographically dispersed teams.
Demonstrated responsibility for an operating budget or P&L and ability to translate financial and operating data into corrective actions and business decisions.
Experience leading operations supported by independent contractor delivery networks.
Direct final mile or home delivery experience.
Strong operational leadership and change-management capability in complex, decentralized, and fast-paced environments.
Financial acumen and working knowledge of Home Delivery unit economics, contractor expense, labor productivity, forecasting, budgeting, and profitability drivers.
Ability to use KPIs, scorecards, trend analysis, and root-cause problem solving to improve service, safety, quality, capacity, and financial results.
Working knowledge of warehouse, routing, dispatch, delivery, installation, claims, contractor compliance, and customer-experience processes.
Ability to develop leaders, set clear expectations, hold teams accountable, and build succession depth across multiple locations.
Strong customer relationship, negotiation, presentation, written communication, and executive escalation skills.
Ability to influence across Operations, Business Operations, Account Management, Finance, Technology, Human Resources, Sales, and Client Success without relying solely on direct authority.
Commitment to safety, compliance, service, quality, profitability, continuous improvement, and the Company’s 4 Pillars of Excellence.
Willing and able to travel frequently within the United States, including regular field visits and occasional overnight, weekend, or extended travel.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals; write routine reports; and speak effectively before groups of customers or employees.
Excellent written and verbal communication skills.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume, and apply basic algebra and geometry.
Ability to solve practical problems in situations with limited standardization and interpret written, oral, diagram, or schedule instructions.
Proficiency with Microsoft Office Suite and operational reporting tools; working knowledge of transportation management, routing and dispatch, warehouse management, customer-service, labor/timekeeping, contractor-management, financial, and business-intelligence applications.
Ability to learn and drive consistent adoption of new technology.
Ability to prioritize and re-prioritize as situations change, multitask, organize workflow, meet deadlines, and prioritize work.
Certificates, licenses, and registrations are not required.
Must be able to occasionally lift and/or move up to 25 pounds.
Must comply with posted safety rules and use required personal protective equipment in operational environments.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Nice To Haves

Experience with big-and-bulky products, appliance delivery and installation, or national retailer programs.
Experience with customer implementations, market launches, operational turnarounds, contract renewals, or expansion programs.
Lean, Six Sigma, or comparable continuous improvement training or certification.

Responsibilities

Lead day-to-day execution across assigned Home Delivery markets, including warehouse, transportation, routing, dispatch, delivery, installation, returns, and customer-resolution activities.
Own assigned operational and financial results, including service improvement plans, continuous improvement initiatives, revenue, direct labor and contractor expense, contribution margin, controllable costs, budget performance, and profit improvement plans.
Establish performance expectations through KPIs and review operating results using client scorecards and measures such as on-time delivery, completion, customer satisfaction, damages, claims, revisits, productivity, capacity, safety, and profitability.
Lead structured daily, weekly, and monthly operating reviews; identify root causes, assign accountable actions, and verify sustained resolution of performance gaps.
Maintain a strong field presence through market visits, site observations, leader coaching, customer engagement, and direct validation of operating standards.
Ensure sufficient qualified delivery capacity for forecasted demand, seasonal peaks, new business, and contingency requirements in partnership with Business Operations and local leaders.
Execute approved contractor settlement, compensation, incentive, compliance, and performance programs while preserving the independent contractor operating model and escalating control gaps.
Ensure adherence to company policies, customer requirements, contractual commitments, safety standards, and applicable federal, state, and local regulations, including OSHA and DOT requirements where applicable.
Partner with the Vice President of Business Operations and support functions on carrier capacity, compliance, quality, claims, settlement governance, safety, and risk-mitigation initiatives; provide field feedback and execute approved programs.
Serve as the operational leader and escalation point for assigned customer relationships; communicate performance transparently, lead corrective actions, and support business reviews.
Support customer retention, contract renewals, implementations, market launches, operational expansions, and integration of new service offerings with Account Management, Client Success, Sales, Finance, Technology, and Implementation teams.
Develop annual operating plans, forecasts, staffing and capacity plans, and capital or equipment requirements for the assigned scope; adjust resources as demand and business conditions change.
Drive standard work, process documentation, technology adoption, data integrity, and consistent use of transportation, warehouse, labor, customer-service, and reporting systems.
Apply Lean, Six Sigma, or comparable continuous improvement methods to reduce waste, improve productivity, prevent claims and service failures, and scale effective operating practices.
Build and develop a high-performing leadership team through selection, onboarding, coaching, performance management, succession planning, recognition, and leadership development.
Create an inclusive, accountable operating culture in which leaders seek, evaluate, and apply relevant feedback from employees, contractors, customers, and cross-functional stakeholders.
Provide the Vice President, Operations and Chief Operating Officer, Home Delivery, as practical, with timely visibility to material financial, customer, safety, compliance, capacity, talent, and operational risks, together with recommended actions.
Perform other duties and responsibilities as assigned.
Lead workforce and capacity planning, selection, goal setting, coaching, performance management, development, succession planning, and ensure leaders have needed resources and support.