Services Operations Leader
About The Position
The Services Operations Leader serves as an integral member of the leadership team for Thermo King’s growing company-owned dealer network. The role shapes service strategy, improves operating performance, and drives profitable growth across service and parts. It defines and leads a standardized, disciplined, and scalable service operating model across locations nationwide, improving consistency, productivity, performance visibility, and operational excellence. The leader designs, deploys, and continuously improves the Business Operating System (BOS) for service operations, establishing standards for service execution, parts performance, process discipline, and operating rigor. Working with area leaders and cross-functional partners, the role aligns the organization around shared priorities and sustained business improvement. It also leads integration and standardization of acquired dealer locations and helps define future-state processes, organizational design, data discipline, and systems adoption. The position requires deep service operations experience, commercial acumen, field credibility, and a record of leading transformation in complex service environments. It calls for both strategic leadership and hands-on execution across a nationally distributed organization. The role is onsite Monday through Thursday, with flexibility to choose the work location on Fridays. Regular travel to U.S. branch locations is expected, estimated at 25–50%.
Requirements
- At least 10 years of progressive leadership experience in service operations, including responsibility for service teams, technicians, and back-office operations in a commercial setting.
- Demonstrated experience leading multi-site service organizations across geographically dispersed operations.
- Experience designing and deploying best practices, operating disciplines, and performance standards across disparate or uncoordinated teams.
- Track record of building, leading, and enabling high-performance teams and service cultures.
- Proven accountability for financial performance, including revenue growth, profitability, productivity, and operational results.
- Demonstrated success leading organizational change, overcoming barriers to execution, and driving adoption across field-based operations.
- Regular travel to branch locations across the United States; travel of 25–50% is expected.
Nice To Haves
- Bachelor’s degree in Business, Operations, Engineering, Supply Chain, Industrial Management, or a related field preferred.
- Experience in transportation, commercial vehicle, dealership, industrial service, heavy equipment, or similarly complex service environments is strongly preferred.
Responsibilities
- Define and lead service operations strategy for Thermo King’s company-owned dealer network, with accountability for standardization, operating performance, and profitable growth across service and parts.
- Design, deploy, and continuously improve a scalable Business Operating System (BOS) for the national services organization.
- Serve as the enterprise leader and center of excellence for service operations, parts operations, service process design, and branch-level operating performance.
- Establish national operating standards, performance metrics, and management routines to improve productivity, labor efficiency, cycle time, customer satisfaction, quality, and profitability.
- Identify, develop, and deploy best practices across branch locations with varying levels of operational maturity and consistency.
- Analyze service workflows, time and material activity, technician productivity, parts performance, and branch operating results to identify growth, margin, and execution opportunities.
- Build and sustain management reporting, operational dashboards, and information flows for performance management, decision-making, and organizational planning.
- Align branch leaders, service managers, parts teams, technicians, and back-office teams around shared operating standards, service expectations, and financial objectives.
- Lead operational integration and standardization of acquired dealer locations into a consistent, scalable company-owned dealer model.
- Lead systems harmonization efforts, helping define future-state business processes, organizational design, data discipline, and system adoption.
- Partner with leadership and cross-functional teams to remove barriers, resolve operational issues, and accelerate strategic initiatives.
- Monitor performance against financial and operational targets and recommend improvements to growth, profitability, productivity, and customer outcomes.
- Update leadership on services business performance, strategic priorities, operational risks, and opportunities for improvement.
- Drive continuous improvement, accountability, and operational excellence across a geographically dispersed field organization.
- Travel regularly to U.S. branch locations to assess performance, coach local leaders, reinforce standards, and ensure consistent execution.
Benefits
- Health insurance and holistic wellness programs, including incentives, effective on day one for the employee and family.
- Fertility coverage and adoption/surrogacy assistance.
- Up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
- 401(k) match.
- Educational and training opportunities through company programs.
- Tuition assistance and student debt support.
- Competitive compensation and comprehensive benefits and programs.
- Salary range of $173,343.33–$242,375.00; incentive eligible.
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What This Job Offers
Job Type
Full-time
Career Level
Director
