Director of Growth and Customer Operations

Director Of Growth & Customer Operations

TR Miller Heating, Cooling, Plumbing and Electrical is a fast-growing company built on trust and integrity. We're more than a service provider – we're a team that genuinely cares about people. We are looking for an experienced Director of Growth & Customer Operations onsite at our Bolingbrook location who shares our commitment to customer satisfaction and views this opportunity not just as a job, but as a long-term career.

This is a newly created executive leadership role with tremendous opportunity for growth. The Director of Growth & Customer Operations will be responsible for building and optimizing our entire growth engine by aligning Marketing, Call Center, Inside Sales, and Customer Experience into one high-performing, data-driven organization. This leader will improve the entire customer journey
-from lead generation through completed service - by developing systems, coaching leaders, and driving accountability across multiple departments.

This is not a traditional marketing or sales leadership position. Reporting directly to the President and serving as a member of the Executive Leadership Team, this role will play a critical part in shaping the company's growth strategy, driving operational excellence, and influencing key business decisions as TR Miller continues to scale. We're looking for a strategic operator with experience leading within a 500+ team member and/or $100M+ organization - someone who can bring proven systems, leadership, and operational excellence that will help elevate our organization as we continue to grow.

• Lead and align the Marketing, Call Center, Inside Sales, and Customer Experience teams to drive profitable revenue growth and deliver an exceptional customer journey.
• Oversee and develop the leaders responsible for Marketing, Call Center, Inside Sales, and Customer Experience, fostering accountability, collaboration, and a culture of continuous improvement.
• Design and implement systems, dashboards, and KPI scorecards that provide visibility across the customer journey and drive measurable improvements in conversion, efficiency, customer satisfaction, and profitability.
• Own departmental budgets, performance metrics, and strategic planning across customer acquisition and customer operations to ensure sustainable, profitable growth.
• Drive organizational change by recommending and implementing technology, process improvements, organizational structure, and performance initiatives that improve business outcomes.
• Partner with the Executive Leadership Team to develop and execute strategic growth initiatives while continuously improving the customer experience and operational performance
• Own the end-to-end revenue funnel from lead generation through booked appointments, completed jobs, and customer retention, ensuring visibility, accountability, and continuous optimization across every stage
• Performs other strategic leadership responsibilities necessary to support company growth and operational excellence.

• Success in this role will be measured by your ability to:
• Increase profitable revenue growth
• Improve lead-to-book conversion rates
• Improve revenue per opportunity
• Reduce customer acquisition costs (CAC)
• Increase membership growth and customer retention
• Improve Net Promoter Score (NPS), Google Reviews, and complaint resolution
• Create full visibility across the revenue funnel with KPI dashboards and reporting
• Develop high-performing department leaders who operate independently
• Build scalable systems and playbooks that support multi-location growth

• Pay: $160,000 - $200,000 annually (based on experience) plus bonus (based on company and individual performance)
• Opportunity for executive leadership growth and advancement
• Weekly Pay checks
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Pet Insurance
• Met Law
• Short-Term and Long-Term Disability
• Employee Wellness
• Tuition Reimbursement
• Up to Two Weeks of Paid Time Off Yearly
• Regular company events and outings throughout the year
• President's Club – Annual all-expenses-paid trip for top performers + guest
• Paid Holidays
• 401(k) plan with a company…