Director of Operations

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

📋 Description

• Take ownership of regional performance encompassing growth, retention, service stability, operational execution, and overall business health.

• Set performance expectations and accountability standards across regions.

• Detect trends, performance gaps, and emerging risks, while coaching Regional Directors on action plans.

• Promote continuous performance improvement by addressing root causes and reinforcing effective operating behaviors.

• Act as the primary leader, coach, and mentor for Regional Directors.

• Enhance the leadership capabilities, business acumen, critical thinking, decision-making, prioritization, and ownership of key metrics for Regional Directors.

• Implement a consistent leadership rhythm across regions.

• Direct Regional Directors and their teams towards high-impact business drivers and priorities.

• Address systemic handoff issues, friction points, and breakdowns that affect customer experience, COB experience, or overall business performance.

• Collaborate with functional VPs and enterprise leaders to tackle regional constraints.

• Recognize early warning signs across performance, talent, service delivery, customer experience, and operational execution.

• Ensure that Regional Directors are aware of emerging issues and take appropriate actions.

• Escalate significant risks with context, business impact, actions taken, and recommendations.

• Identify systemic risks across regions and differentiate isolated issues from broader trends.

• Drive issues to resolution until risks are mitigated or resolved.

⛳️ Requirements

• At least 10 years of progressive leadership experience in a service-oriented business environment.

• Experience in franchise or multi-unit operations is highly preferred.

• A bachelor's degree is preferred; however, an equivalent combination of education and relevant experience will be taken into account.

• Proven financial acumen, including the ability to analyze profit and loss (P&L) statements, identify performance trends, and implement operational improvements.

• Capability to balance hands-on operational leadership in the field with strategic planning and executive-level communication.

• Experience in developing and presenting business strategies, operational insights, and performance recommendations to senior leadership.

• Strong analytical, problem-solving, and decision-making abilities.

• A track record of driving operational excellence and continuous improvement.

• Exceptional leadership and relationship-building skills.

• Ability to influence and collaborate across multiple locations and functions.

• Willingness and capability to travel up to 50% within the assigned region to company-operated branch offices.

• Regular travel to the corporate headquarters located in Atlanta, GA.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity and inclusion.

• At-will employment relationship.