Director of Service Operations

6 days ago


Burlington, Canada AppleOne Employment Services Full time

Director of Service Operations

Burlington

$85-100K + Bonus


In this role, you’ll lead the service team, manage a team of field technicians, drive key KPIs, and manage daily operations to align with company objectives. If you're a results-driven, strategic thinker with a commitment to delivering world-class service, this is an ideal position for you.


This is a hybrid working role 2 days in office.


Key Responsibilities:

1. Leadership & Culture

  • Cultivate a growth-oriented culture, motivating the team to excel while upholding company values.
  • Lead by example, fostering a positive work environment and continuous development.

2. Team Development & Recruitment

  • Manage team staffing, hiring, and training to support scalability and growth.

3. Operational Excellence

  • Work with the COO to develop strategies for service enhancement, efficiency, and profitability.
  • Analyze KPIs and adjust operations to meet targets.
  • Maintain effective vendor relationships to support business standards.

4. Customer Experience

  • Deliver exceptional service and resolve escalated issues promptly.
  • Enhance the customer experience by addressing pain points and implementing best practices.

5. Strategic Growth & Financial Planning

  • Partner with leadership to identify growth opportunities and develop annual budgets.
  • Innovate service policies, pricing models, and structures for market competitiveness.

6. Financial Accountability

  • Review financials regularly to support revenue growth, sustainability, and cost efficiency.

7. Coaching & Training

  • Clearly communicate goals and expectations, conducting regular feedback and training sessions.
  • Support team development with onboarding, training programs, and performance reviews.

Requirements:

  • Proven experience in Field Service with strong leadership skills.
  • Excellent communication and organizational abilities.
  • In-depth knowledge of field service operations.
  • Automotive or HVAC industry is an asset

Preferred Qualifications:

  • Familiarity with Salesforce and Field Service Lightning; FSL Certification (or willingness to obtain).



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