VP of Operations

Divisions Maintenance Group•Cincinnati, OH

39d•Onsite

About The Position

The VP of Operations manages and leads DMG’s business operations team, directly managing four leadership reports and overseeing 12 indirect reports. The role owns operational performance for a company with approximately $1 billion in revenue and sets standards for more than 450 people who work with operations daily. It is responsible for end-to-end execution, service quality, and continuous improvement of work order fulfillment across commercial service lines, maintaining DMG’s focus on speed, quality, and cost. The VP oversees the operational architecture connecting customer requests to a nationwide provider network across trades including landscaping, snow removal, plumbing, electrical, and facility maintenance. Success is measured by reducing the work order lifecycle, maximizing service reliability through assignment and arrival metrics, and reducing defects while resolving issues quickly. The role also establishes operational standards and accountability, scales best practices, manages financial performance and margins, and aligns with support teams and business leaders to deliver operational initiatives.

Requirements

Bachelor’s degree in Business, Operations, Facilities Management, or Engineering.
12+ years of progressive operational leadership experience in facility management, marketplace operations, third-party logistics (3PL), or tech-enabled service delivery.
Demonstrated success driving operational metrics, including lifecycle reduction, schedule adherence or arrival rates, and defect reduction.
Proven process-improvement experience with Lean, Six Sigma, or Root-Cause Analysis, including auditing complex cross-functional workflows and deploying scalable, data-driven solutions.
Data-driven leadership, ownership of outcomes in matrix organizations, rigorous metric tracking, and a test-and-learn mindset.
Strong executive presence and exceptional leadership, communication, and change-management skills.
Ability to recruit, empower, and develop high-performing teams, supporting employee engagement and strong team NPS.
Ability to manage stress in a fast-paced environment.
Ability to meet in-person requirements of the team and/or business needs.

Nice To Haves

MBA.
Excitement about a lucrative, rapidly growing business model with the potential to become a preeminent scaled platform in facilities maintenance.

Responsibilities

Analyze and streamline every phase of the work order lifecycle to eliminate friction, automate intake and dispatch, and accelerate turnaround times.
Drive provider assignment and arrival metrics across trades, ensuring high acceptance rates and on-time schedule compliance.
Implement quality assurance controls and real-time monitoring to reduce customer-identified defects.
Establish rapid-response protocols and root-cause frameworks to resolve reported issues and prevent repeat failures.
Set and communicate performance expectations, operating standards, and accountability measures; monitor results, coach leaders, and hold them accountable.
Lead, mentor, and scale a high-performing operations team focused on accountability, urgency, and operational excellence.
Identify and scale best practices, standardized processes, and successful service models across teams, markets, and trades.
Oversee proposal creation, timely customer billing, and large-scale project execution to protect margins, control revenue leakage, and meet profitability targets.
Partner with provider management teams to enforce operational metrics and technology-enabled tracking for third-party contractors.
Work with HR, Finance, Product/Engineering, and GTM leaders to secure resources and alignment for operational initiatives and business objectives.
Perform other duties as assigned by management.