Director of Growth and Customer Operations

• Proudly recognized on the Inc. 5000 list for the 6th year in a row – TR Miller continues to grow as one of North America’s fastest-growing private companies, thanks to a relentless team spirit and unwavering drive for excellence.
• Recognized as Chicago Tribune’s Top Workplace of 2025
• Company Events & Team Culture: From casino nights and bowling outings to fall festivals, baseball games, and tubing trips - we make sure our team has fun together outside of work.
• President’s Club: Top performers earn an all-expenses-paid trip for themselves and a guest, including flights, accommodations, and spending money. Destinations have included Nashville and Las Vegas, with our next trip set for Cancun, Mexico!

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…