Director, Operations Excellence

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

The Director, Operations Excellence is responsible for driving continuous improvement and operational excellence within the Strategic Operations Division. This role focuses on mapping processes, defining standards for supported categories (e.g., Construction, Roofing, Disaster Response, Restoration, etc.), and identifying technology solutions to enhance these processes. A key objective of this role is to conduct testing and feedback initiatives through User Acceptance Testing (UAT) internally and administering Beta Testing with select franchisees.

The Director will also support, track, and manage the Strategic Operations Division project portfolio, ensuring alignment with the company's strategic goals. This position reports to the Vice President, Strategic Operations.

• Manage the execution of key deliverables related to process mapping and standards definition for supported categories.
• Assign and execute supporting tasks based upon the strategic direction and priorities for operations excellence initiatives with the goal of driving continuous improvement.
• Maintain a focus on industry developments and trends to anticipate changes and new requirements for technology solutions and process standards.
• Coordinate with HQ departments to ensure all operations excellence initiatives are vetted, goals are clearly defined, training resources are created to the defined programs/processes and delivered to the Field Operations division for proper deployment to the field.
• Coordinate with the Information Systems team to provide guidance on the business priorities for technological improvements as identified by operations excellence initiatives.
• Develop and execute internal User Acceptance Testing (UAT) and Franchise Testing (Pilot or Beta) protocols for all items delivered to the field, including clearly identified and communicated success criteria and administering the selection process for Pilot or Beta testers.
• Contribute to discussions with company divisions and executives that consist of business insight associated with the strategic initiatives of the company.
• Assist with SLT, OLT and division communication and reporting of operations excellence activities that may impact the broader group.
• Be prepared to execute other duties as assigned based on the needs of the division and the company.

• A minimum of five years’ experience in operations and strategy, with a proven ability to lead with influence in a cross-functional and complex environment within both SERVPRO® Headquarters (HQ) and the franchisees.
• Demonstrates integrity, tact, diplomacy, and commitment to SERVPRO®’s values.
• Strong interpersonal and leadership skills with ability to effectively collaborate with multiple levels within the organization.
• Passion to serve  franchisees through consultative skills.
• Technical skills include specialized knowledge and expertise in using data analysis to improve workflows, development, researching, prototyping, and troubleshooting. Project management involving the planning and organizing of a company's resources to move a specific task, event, or duty toward completion are critical in this role.
• Computer skills include a Work Center™ 2.0 or equivalent franchise operating system platform, Salesforce, Tableau Software, Verisk Software, and MS Office software.
• Analytical skills of gathering data, analyzing it, deciphering the meaning, and presenting it. Additionally, forecasting, data presentation, resource management, data and metrics interpreting, reporting, diagnostics, and creativity…