Director of Operations – East Division

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

📋 Description

• Oversee regional performance related to growth, retention, service stability, operational execution, and overall business health.

• Set performance expectations and accountability across various regions.

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

• Promote sustained performance enhancement by addressing root causes and reinforcing effective operational behaviors.

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

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

• Create a consistent leadership cadence across regions.

• Direct teams and resources towards the most impactful business drivers.

• Reduce organizational noise and competing priorities.

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

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

• Recognize early warning signs in performance, talent, service delivery, customer experience, and operations.

• Ensure Regional Directors acknowledge and respond to emerging risks.

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

• Identify systemic patterns and risks that necessitate enterprise-level action.

• Drive issues to resolution and maintain accountability until risks are addressed.

⛳️ Requirements

• A minimum of 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; a combination of education and relevant experience will be considered.

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

• 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, with a successful track record of driving operational excellence and continuous improvement.

• Exceptional leadership and relationship-building skills, with the capability to influence and collaborate across multiple locations and functions.

• Willingness and ability 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

• An equal opportunity employer dedicated to diversity and inclusion.

• At-will employment relationship.