Business Operations Director – Field Service

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Act as a strategic leader within the National Field Service organization, collaborating with the National Vice President of Field Service.

• Promote operational excellence, enhance business performance, ensure compliance, and foster continuous improvement throughout the enterprise.

• Oversee systems, processes, analytics, governance, and operational practices that support safety, customer experience, productivity, quality, workforce efficiency, and financial outcomes.

• Provide leadership and guidance to Regional Operations Managers and uphold the Culligan Business System.

• Take ownership of KPI monitoring and governance; assess operational and financial trends while identifying risks, opportunities, and corrective measures.

• Create dashboards, scorecards, operational review documents, and initiatives for root-cause analysis and countermeasures.

• Foster accountability through business reviews and action planning.

• Spearhead cross-functional projects that enhance service delivery, operational efficiency, and customer results.

• Assist in the development of the annual operating plan, forecasting, budget oversight, ROI assessments, and cost-reduction strategies.

• Manage operational compliance, quality assurance, regulatory requirements, field audits, SOP governance, documentation controls, and corrective actions.

• Collaborate with teams across Operations, Sales, Supply Chain, Customer Care, Finance, HR, Learning & Development, and EHS.

• Lead, mentor, and develop Regional Operations Managers, Business Analysts, and Project Management personnel.

• Set performance expectations, create development plans, establish succession planning, conduct talent assessments, and implement change-management initiatives.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Operations Management, Engineering, Supply Chain, or a related discipline.

• Over 10 years of progressive leadership experience in field service, operations, business operations, or service delivery organizations.

• At least 5 years of experience leading managers and cross-functional teams.

• Proven success in leading medium to large-scale operational performance enhancement initiatives.

• Strong financial acumen with experience in budgeting, forecasting, workforce planning, and business case creation.

• Advanced analytical capabilities with the proficiency to translate operational data into strategic insights and actionable results.

• Experience with Lean, Six Sigma, Kaizen, or other continuous improvement methodologies.

• Excellent executive communication and presentation abilities, with a track record of influencing leaders at various organizational levels.

• Demonstrated capability to lead organizational change and ensure accountability across geographically dispersed teams.

• Willingness to travel up to 50% as business needs dictate.

• Preferred: experience in field service, water treatment, beverage, facilities services, route-based operations, or a similar service sector.

• Preferred: Lean Six Sigma Green Belt, Black Belt, or equivalent certification.

• Preferred: familiarity with operating within structured business systems and frameworks for operational excellence.

• Preferred: advanced skills in Microsoft Power BI, Excel, PowerPoint, and data visualization tools.

• Preferred: experience with Salesforce, ServiceMax, Monday.com, Lucidchart, and project portfolio management systems.

• Preferred: knowledge of workforce optimization, service operations analytics, and performance management systems.

• Preferred: experience supporting multi-site or national service organizations.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and paid time off.

• Engaging and supportive work environment.