Senior Director of Service Operations

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

At Branded Group, we help some of the nation's leading brands maintain and improve their facilities through responsive service, trusted vendor partnerships, and a commitment to operational excellence. Our team members are empowered to make decisions, solve problems, and contribute directly to the success of our clients and our company.

Remote LA

Exempt

Full-Time

Location:
Remote

Position Type:
Full Time, Exempt (Salaried)

About the Role Branded Group is seeking an experienced and highly motivated Senior Director of
Service Operations to provide strategic and day-to-day leadership for our nationwide
Service Operations department. This role serves as the primary operational leader
between senior executive leadership and the Directors of Operations and is responsible
for ensuring the department operates consistently, efficiently, and profitably.
Service Operations supports clients and locations throughout the United States,
managing reactive, recurring, emergency, and after hours services. The Senior Director
provides leadership to the Directors of Operations who oversee dedicated client teams
and is responsible for establishing consistent operational standards, performance
expectations, and leadership practices across the department.
The ideal candidate is a strong people leader and strategic thinker who can balance
client service, operational performance, profitability, and employee development. This
role requires the ability to lead through other leaders, establish accountability,
standardize processes, resolve complex issues, and make sound decisions in a fast
- paced, high-volume service environment.

If you are an experienced operations leader who enjoys developing leaders, improving
processes, driving accountability, and delivering exceptional service at scale, we
encourage you to apply.

• Provide overall leadership and direction for the Service Operations department, including Directors of Operations, Operations Managers, Supervisors, and Coordinators.
• Provide direct leadership, coaching, development, and accountability to the Directors of Operations.
• Establish consistent department-wide processes, standards, expectations, and performance objectives.
• Monitor overall departmental performance and proactively address operational issues, performance gaps, and emerging risks.
• Serve as the primary operational escalation point for complex client, staffing, service, and performance issues.
• Assume day to day operational oversight from executive leadership and provide clear visibility into departmental performance, priorities, and significant issues.
• Ensure Directors consistently operate within established Company standards and expectations.

• Develop, implement, and maintain standardized processes across Service Operations.
• Ensure consistent execution of reactive, recurring, emergency, and after-hours service.
• Establish operational standards that support timely response, effective communication, first time completion when possible, and compliance with client SLAs.
• Evaluate workflows, staffing models, technology, and departmental processes to identify opportunities to improve efficiency, scalability, and service quality.
• Lead department-wide operational initiatives and ensure successful implementation and adoption.
• Use operational data to identify trends, inefficiencies, capacity concerns, and opportunities for improvement.

• Establish and monitor key performance indicators, including response time, timely communication, first time completion, SLA compliance, gross profit margin, and customer satisfaction.
• Hold Directors accountable for achieving established performance and profitability objectives.
• Review team and client performance regularly and require corrective action when expectations are not met.
• Monitor departmental profitability and identify opportunities to improve gross profit while maintaining service quality and client satisfaction.
• Partner with Directors to address underperforming clients, teams, processes, or service areas.
• Use operational and financial data to…