DTC National Field Operations Manager

Stiltz Inc.•Bethlehem, PA

3d•Onsite

About The Position

As the Direct-to-Consumer Field Operations Manager, you will own the end-to-end performance of all U.S. Direct-to-Consumer homelift installations. This role ensures consistent delivery of the Stiltz Gold Standard Service through strong operational leadership, scalable systems, and full accountability for customer outcomes, cost control, and execution across all markets.

Requirements

Proven experience in a multi-site operations leadership role within construction, home services, or installation-led industries
Scaling operational models
Field team and vendor management
Strong commercial and cost control skills
Strategic and hands-on capability

Responsibilities

Accountable for consistent, on-time, right-first-time DTC installations across all U.S. markets, protecting the Stiltz Gold Standard Service.
Build and scale a repeatable national field operating model, with clear ownership, branch structures and standard ways of working.
Lead, coach and hold Local Field Operations Managers and field teams accountable for safety, quality, technical excellence and customer outcomes.
Ensure central support functions, including scheduling, customer service, technical support, engineering, permitting and procurement, enable field delivery and remove bottlenecks.
Own the customer journey from sale through installation and aftercare, resolving escalations quickly and improving NPS and complaint resolution performance.
Use KPI, cost and field performance data to improve installation delivery, first-time completion, response times, CPI and margin performance.
Standardize and continuously improve SOPs, playbooks, workflows and systems across installation, service, permitting, scheduling and customer communications.
Partner with Sales and New Market Expansion to align demand, capacity and operational readiness for successful market launches and national growth.