Global Technical Operations Control Center (TOCC) Leader

About Us

Apollo is a Mission-Critical Infrastructure Engineering, Construction, Commissioning, and Operations Support Services Company. We serve mission-critical industries globally with commissioning, emergency response, operations support, and owner's representative services. Apollo is currently executing projects in multiple states in the United States, in Canada and Brazil. 

Since our inception, we have built a commissioning firm based on trust, one relationship at a time. We hire the best people who can handle critical systems, love challenges, and thrive in a dynamic environment. We focus on understanding each client's needs and are relentless in meeting them. 
 

Location

Multiple U.S. and International Locations – Atlanta, GA; Ashburn, VA; Chicago, IL; Phoenix, AZ; Columbus, OH; Portland, OR; Jackson, MS

Job Description

The Global Technical Operations Control Center Leader serves as the organization’s operational command center, providing real-time visibility, coordination, and decision-making across all projects and technical operations. This role ensures alignment between customers, field teams, project leadership, and executive management while driving operational excellence, customer success, and profitable growth.

The Global Technical Operations Control Center (TOCC) Leader is responsible for overseeing the real-time execution of technical operations while ensuring exceptional customer experience outcomes. This role serves as the central coordination point between commissioning teams, field operations, customers, project leadership, engineering, finance, and executive management to maintain operational excellence, mitigate disruptions, and achieve business objectives.

The Global TOCC Leader drives daily operational performance, leads incident response and escalation management, develops workforce and resource strategies, and provides financial and operational insights that support company growth, project execution, and profitability.

Key Responsibilities

Technical Operations Leadership

• Lead the day-to-day activities of the Global Technical Operations Control Center (TOCC).


• Monitor operational performance across all active projects, commissioning activities, and customer engagements.


• Provide centralized oversight of field operations, commissioning schedules, critical milestones, and resource deployment.


• Coordinate real-time decision-making during operational disruptions, technical issues, project delays, and customer escalations.


• Establish and maintain operational control processes, communication protocols, and escalation procedures.


• Develop and implement operational playbooks for commissioning, startup, turnover, and emergency response activities.


• Drive continuous improvement initiatives focused on safety, quality, productivity, and customer satisfaction.
  

Customer Experience & Service Delivery

• Ensure customer commitments, service levels, and project milestones are consistently achieved.


• Serve as the executive escalation point for customer concerns and operational issues.


• Coordinate cross-functional teams to resolve customer-impacting challenges quickly and effectively.


• Monitor customer satisfaction metrics and implement corrective action plans when necessary.


• Lead after-action reviews and lessons-learned sessions following major project events, outages, or escalations.
  

Resource Planning & Workforce Management

• Oversee workforce deployment and resource allocation across multiple projects and geographic regions.


• Manage technician, engineer, commissioning manager, and field leadership assignments to optimize utilization.


• Analyze current and future capacity requirements to support business growth.


• Collaborate with recruiting and operational leadership on hiring plans and succession planning.


• Develop workforce forecasting models to support project demand and customer commitments.
  

Financial Planning & Analysis (FP&A)

• Develop and manage operational budgets for labor, travel, equipment, training, and project support activities.


• Monitor actual performance against budget and forecast targets.


• Analyze operational KPIs, labor utilization, project profitability, backlog performance, and resource efficiency.


• Identify cost reduction and productivity improvement opportunities without compromising quality or customer experience.


• Support annual budgeting, quarterly forecasting, and long-range strategic planning initiatives.


• Partner with Finance to develop dashboards and reporting tools that provide visibility into operational and financial performance.


• Deliver monthly business reviews and operational performance reports to executive leadership.
  

Performance Management & Analytics

• Establish and monitor key performance indicators (KPIs) related to:
  
  
  
  • Project execution performance
  
  
  • Revenue and gross margin performance
  
  
  • Customer satisfaction
  
  
  • Schedule adherence
  
  
  • Resource utilization
  
  
  • Safety and quality performance
  
  
  • Commissioning productivity
  
  
  • Change order execution
  
  
  • Forecast accuracy
  
  
  
  


• Utilize data analytics to identify operational trends, risks, and opportunities.


• Provide executive leadership with actionable recommendations to improve operational effectiveness.
  

Incident & Escalation Management

• Lead the response and coordination of critical project issues, outages, startup challenges, and customer escalations.


• Maintain a centralized incident management and communication process.


• Ensure rapid issue identification, root cause analysis, and corrective action implementation.


• Coordinate executive communications during significant operational events.


• Drive organizational learning through incident review and continuous improvement programs.
  

Leadership & Team Development

• Lead, mentor, and develop TOCC personnel, operational coordinators, planners, and technical support staff.


• Foster a high-performance culture centered on accountability, collaboration, innovation, and customer success.


• Conduct coaching, performance evaluations, and professional development planning.


• Build strong working relationships across operations, engineering, project management, finance, and executive leadership teams.

Qualifications

Education

• Bachelor’s degree in Engineering, Business, Operations Management, Construction Management, Finance, or related field preferred.


• MBA or advanced business degree preferred.

Experience

• 8+ years of leadership experience in technical operations, commissioning, mission-critical facilities, construction, engineering, or industrial operations.


• Experience managing multi-site operations and field service organizations.


• Strong understanding of project execution, workforce planning, and operational controls.


• Experience with budgeting, forecasting, and financial analysis.


• Proven ability to lead teams through complex technical and operational challenges.

Skills

• Technical Operations Management


• Commissioning & Startup Operations


• Operational Excellence


• Financial Planning & Analysis (FP&A)


• Workforce & Capacity Planning


• Customer Relationship Management


• Incident & Crisis Management


• Data Analytics & Reporting


• Project Management


• Executive Communication


• Change Management


• Strategic Planning

Key Performance Indicators (KPIs)

The Global TOCC Leader will be measured on:

• Project Delivery Performance


• Customer Satisfaction Scores


• Revenue and Gross Margin Achievement


• Labor Utilization


• Forecast Accuracy


• Resource Efficiency


• Schedule Adherence


• Safety & Quality Metrics


• Escalation Resolution Time


• Employee Engagement & Retention


• Operational Productivity Improvements

Prerequisites for Employment

• Successful background check, including pre-employment drug screening 

• US citizens, permanent residents or any candidate with eligibility to work in the US
  

What We Offer

Apollo offers its employees a full benefits package, including: 

• Health and wellness plans (medical, dental, vision, life, disability) 

• Flexible spending accounts 

• Paid time off, holidays, and more 

• Paid parental leave 

• 401K plan with immediate match benefits 

• Employee assistance programs 

• Tuition reimbursement programs 

• Employee discount programs 
     

Apollo challenges the brightest, most talented, and driven individuals in the industry by providing an environment that embraces initiative, diversity, and achievement. We are an Equal Employment Opportunity, Affirmative Action employer supporting women, minorities, veterans and people with disabilities. We participate in the Department of Homeland Security E-Verify program.