Director, Operations

Position Overview:

Reporting to the VP, Field Operations, this role will provide operational oversight and support of multiple offices throughout parts of New York, New England, New Jersey, Pennsylvania, Colorado & Minnesota.  The Director, Operations is directly responsible for Dispatch, Workload Management and Inventory Management.  The Director, Operations will formulate, and implement, strategies and policies to enhance operational efficiency, productivity and customer satisfaction.  The Director, Operations will ensure all locations within the organization function similarly to achieve desired customer satisfaction levels, while meeting bottom line expectations.

Responsibilities:

• Directly responsible for key support organizations including Dispatch, Workload Management and Inventory Management


• Provide oversight, direction, and management of the service and installation operations to achieve profitability, revenue, compliance, and customer service objectives


• Work collaboratively with Corporate Finance to develop and monitor the budget to achieve operational goals within budget parameters


• Ensure proper allocation and deployment of field workforce to achieve customer service levels at the lowest possible cost


• Manage adequate inventory levels to achieve service and budget objectives. Develop and ensure compliance of all policies and procedures to prevent loss and improve inventory accuracy.


• Provide oversight of multiple locations throughout the Energy Services territory to drive process improvement, as well as constancy and adherence to company policies and procedures to maximize workforce productivity and efficiency


• In collaboration with the Area General Managers, develop Fee for Service opportunities to grow the revenue streams and profitability of the Energy Services locations


• Assist the VP in strengthening relationships with unions to drive the cultural change necessary to remain profitable in a highly competitive industry


• Continuously assess organization to implement best practices and incorporate technology enhancements to deliver best in class service for HomeServe customers

Job Requirements:

• Bachelor's degree or equivalent experience


• Minimum 5 years’ experience managing workforce productivity and customer service in highly competitive home services industries


• Direct experience with Salesforce or other workforce management & route optimization systems


• Minimum 5 years’ experience managing service-based field organizations in a union environment, preferably within HVAC industry


• Minimum 5 years’ financial/cost management experience related to direct labor and inventory control


• Strong analytical skills with ability to utilize data to identify areas of opportunity for performance improvement


• Proficiency in Microsoft products including in depth knowledge of Excel (creation of formulas, pivot tables and macros)


• Excellent communication skills both written and verbal. Must be able to communicate at all levels of the organization up to and including C-level officers


• Well organized, detail oriented with ability to work under pressure and meet deadlines while managing multiple concurrent tasks


• Strong work ethic and willingness to take ownership


• Ad-hoc responsibilities as assigned

Starting Salary Range: $143,266.60 - $191,022.13

Annual Bonus Potential: 20%

Minimum Physical Requirements: 

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.  The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.   

HomeServe USA is an equal opportunity employer.

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