VP of Operations

Title: VP of Operations

Reports To: Chief Operating Officer

Department: GTM Leadership

Location: Cincinnati, OH

Position Status: Salary Exempt

Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.

We are leading the way with our technology, creating world‑class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.”

DMG is a Certified Great Place to Work with a strong, inclusive culture and top‑notch benefits.

The Vice President of Operations manages and leads our business operations team, directly managing 4 leadership reports with oversight of 12 indirect reports, while owning operational performance for a ~$1 billion revenue company,driving standards for over 450 individuals who touch operations daily. In this high‑visibility role, you will own the end‑to‑end execution, service quality, and continuous improvement of our work order fulfillment engine across all commercial service lines, upholding DMG’s core brand promise of Speed, Quality, and Cost.

You will oversee the operational architecture connecting customer requests with a nationwide network of service providers across all major trades (landscaping, snow removal, plumbing, electrical, and facility maintenance). Success in this role is defined by three core outcomes: reducing the work order lifecycle, maximizing service reliability through assignment and arrival metrics, and driving defect reduction alongside swift resolution protocols.

• Work Order Lifecycle Optimization:
  Analyze and streamline every phase of the work order lifecycle to eliminate operational friction, automate intake and dispatch, and accelerate turnaround times.
• Service Reliability & Execution:
  Drive provider assignment and arrival metrics across all trades,ensuring high acceptance rates and strict on‑time schedule compliance.
• Quality Excellence & Defect Reduction:
  Implement quality assurance controls and real‑time monitoring solutions to reduce customer‑identified defects.
• Rapid Defect Resolution:
  Establish fast‑reaction protocols and root‑cause frameworks to resolve customer‑reported issues swiftly and prevent repeat failures.
• Operational Accountability:
  Establish and communicate clear performance expectations, operating standards, and accountability measures for operational leaders and teams; continuously monitor performance, provide targeted coaching, and hold leaders strictly accountable for the results of their assigned areas.
• Operational Leadership:
  Lead, mentor, and scale a high‑performing operations team dedicated to accountability, urgency, and operational excellence.
• Process Standardization & Best Practices:
  Proactively identify and scale best practices, standardized operating processes, and successful service models across teams, markets, and trades to drive organizational consistency and continuous improvement.
• Financial Oversight & Margin Management:
  Exercise strict financial oversight on proposal creations, timely customer billing, and large‑scale project execution to eliminate operational margin erosion, control revenue leakage, and consistently achieve agreed‑upon profitability targets.
• Provider Network Accountability:
  Partner with provider management teams to enforce operational metrics and technology‑enabled tracking for third‑party contractors.
• Cross‑Functional Alignment & Resource Orchestration:
  Partner closely with cross‑functional support teams - including HR, Finance, Product/Engineering, and GTM leaders to secure the necessary resources, alignment, and strategic support to execute operational initiatives and achieve core business objectives.
• Other duties as assigned…