Senior Director of Operations

Tru West Holdings is a private holding company that scales companies in the enterprise technology space by providing strategic leadership, operational expertise and financial resources. Privately owned by the Kennedy Family, it operates subsidiaries located in the United States, Canada, UK and Europe.

Tru West Holdings’ portfolio includes TRG, a global managed service provider;
Inversion6, tailored cybersecurity solutions;
River Capital Finance, equipment leasing/financing;
River SaaS Capital, debt and equity investments for B2B SaaS businesses; and Sibling Revelry Brewing, a craft brewery and taproom.

Headquartered in Westlake, OH, our environment, culture, and benefits are second to none. We make sure everyone lives and breathes our core values. From senior leadership to interns, everyone is evaluated on the same criteria.

With a basketball court, pickleball court, golf simulator, full-scale gym, brewery and restaurant, we strive to provide a space where our employees can take advantage of our work hard, play hard philosophy.

The Senior Director of Operations leads all operational functions within TRG’s high-volume, technology-driven HQ facility. This role oversees production, configuration, repair, logistics, and deployment services to ensure service excellence, operational efficiency, and adherence to customer-specific SLAs.

Serving as the strategic and operational bridge between executive leadership and on-site teams, the Senior Director drives throughput, quality, cost performance, and scalability. The role also provides leadership to ensure TRG’s operational model supports enterprise growth and delivers consistent, high-quality customer outcomes.

Key Responsibilities:

Strategic & Operational Leadership

• Develop and execute operational strategies aligned with TRG’s mission, growth, and service commitments.
• Lead all daily operations across repair, configuration, logistics, fulfillment, and deployment.
• Establish and enforce operational policies that drive productivity, profitability, safety, and customer satisfaction.
• Build strong interdepartmental relationships with Sales, IT, Procurement, Customer Success, Engineering, Quality, and Project Management to ensure seamless end-to-end delivery.
• Achieve or exceed SLA and KPI targets, including 99%+ on-time delivery, accuracy, turnaround, and quality performance.
• Monitor and manage operating budgets, capacity planning, forecasting, and capital requirements in partnership with Finance.
• Lead Lean/Six Sigma and other continuous improvement initiatives to increase throughput, reduce waste, and improve quality.
• Identify automation and technology enhancements that improve operational visibility, speed, and accuracy.
• Maintain KPI dashboards and performance reporting for executive leadership.
• Foster a culture of accountability, engagement, safety, and continuous improvement across all operational teams.
• Promote employee engagement through communication, recognition, training, and team-development initiatives.
• Serve as the primary operational liaison for key enterprise customers and for HQ operations in executive-level discussions.
• Represent TRG operational capabilities during customer business reviews, audits, and strategic planning sessions.

Key Performance Indicators:

• SLA attainment (on-time performance, accuracy, turnaround time)
• Operational efficiency and budget performance
• Quality metrics and defect rates
• Employee engagement, retention, and workforce stability

Qualifications:

Required

• Bachelor’s degree in Business, Operations Management, Engineering, or related field.
• 8–15 years of progressive operations leadership in technology services, logistics, manufacturing, or managed services.
• Proven success leading complex, multi-function operations supporting enterprise-scale clients.
• Demonstrated expertise in Lean, Six Sigma, and continuous improvement methodologies.
• Experience managing large budgets, high-volume operations, and cross-functional teams.
• Strong communication, analytical, leadership, and problem-solving capabilities.
• Experience with ERP/WMS systems, operational analytics, and automation technologies.
• Strategic, innovative thinker with strong operational and financial acumen
• Exceptional leadership and ability to influence at all organizational levels
• Strong relationship-building and cross-functional collaboration skills
• Continuous improvement mindset and learning agility
• Ability to develop and coach management-level talent

Working Conditions:

• On-site role based at TRG’s Westlake HQ facility.
• Occasional travel to other TRG facilities or customer locations as needed.
• Must be able to perform essential job functions safely and consistently.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.