Service Director - Operations Excellence

Service Director
- Operations Excellence# Service Director
- Operations Excellence Hot JobREMOTE
- Corporate Office Located in
- Memphis, TN 38104## Overview Position Type Full Time

Travel Percentage Up to 50%
Category Construction## Description#
** About the Role
** We are seeking an experienced operations leader to drive performance, consistency, and leadership development across our service center network. As the Service Director of Operations Excellence, you will serve as a trusted partner to service center managers, traveling regularly to locations to assess operations, identify opportunities for improvement, and implement sustainable solutions that enhance performance.

This is a highly collaborative, field-focused role that combines operational expertise with leadership coaching. The ideal candidate is passionate about developing people, strengthening teams, and fostering a culture of continuous improvement. By partnering closely with leadership, you will help elevate operational excellence, build leadership capabilities, and develop a strong pipeline of talent to support the company's long-term growth and success.
** Capture & Deploy Best Practices
*** Identify operational and leadership practices that are working well at individual locations
* Document, package, and help deploy those practices across the broader network
* Promote consistency in standards and expectations without stifling what makes each location effective
* Champion the use of data, metrics, and accountability systems to drive decision-making
** Be a Field Presence That Actually Moves the Needle
*** Travel to service center locations nationwide, spending meaningful time at each (not just quick walkthroughs)
* Observe operations firsthand- how teams are led, how work flows, how customers are served
* Build honest, trusted relationships with local managers and their teams
* Identify what each location does exceptionally well and where the gaps are
** Elevate Our Service Center Managers
*** Coach managers one-on-one on leadership effectiveness, team accountability, and performance management
* Help managers strengthen the day-to-day habits that drive team performance: clear expectations, consistent follow-through, strong communication
* Provide candid, constructive feedback that leaders can actually act on
* Develop individualized growth plans for managers at different stages of their development
** Assess & Build Our Leadership Pipeline
*** Evaluate emerging leaders and high-potential employees for advancement readiness
* Lead succession planning efforts for service and operations leadership roles
* Partner with executive leadership to identify where we need to grow talent from within- and where external hiring may be needed
* Recommend promotions, developmental assignments, and targeted training where appropriate
** Report Back to Executive Leadership
*** Provide clear, objective assessments of leadership capability and organizational health across locations
* Surface risks, gaps, and opportunities that leadership needs to see- even when the message is difficult
* Recommend structural or personnel changes when warranted, with supporting rationale## Qualifications
** Experience
* ** 7+ years of progressive operations leadership experience, with direct responsibility for managing managers
* Proven track record of coaching and developing leaders- not just managing them
* Background in multi-location service operations (field service, branch operations, facilities, or similar environments)
* Experience conducting leadership assessments, team evaluations, or organizational effectiveness reviews
* Demonstrated success implementing operational best practices across multiple locations or teams
* Glass and glazing industry experience is a plus, but not required- we'll take a great leader and operator from any service-intensive industry
** Skills & Capabilities
*** Demonstrated leadership coach and mentor with a proven ability to develop talent and strengthen leadership capabilities
* Strong operational and organizational assessment skills, with the ability to quickly evaluate team dynamics, culture, and business performance
* Skilled in providing constructive feedback with professionalism, credibility, and a solutions-oriented approach
* Exceptional communication and facilitation skills, capable of building relationships and influencing stakeholders at all levels of the organization
* Data-driven decision maker who leverages metrics and performance indicators to identify opportunities and…