Senior Director of Service Operations

Job description

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.

About the Organization

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.

Location

Remote LA

Exempt/Non-Exempt

Exempt

Full-Time/Part-Time

Full-Time

Description

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 afterhours 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.

Essential Duties and Responsibilities

Department Leadership & Oversight

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.

Operational Excellence & Process Improvement

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.

Performance & Profitability

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 support informed decision-making and resource allocation.

Client Relationship & Escalation Management

Establish consistent standards for client communication and service delivery across all Operations teams.

Support Directors in managing key client relationships and participate directly in significant client escalations when appropriate.

Ensure client commitments, service level agreements, and communication expectations are consistently met.

Identify trends in client feedback and satisfaction and implement improvements to address recurring concerns.

Develop strategies to strengthen client retention and the overall service experience.

Represent Branded Group professionally when addressing complex or high-priority client concerns.

Subcontractor & Vendor Management

Maintain operational oversight of subcontracted service providers as it relates to service delivery.

Establish expectations for vendor utilization, dispatch, communication, pricing, and service execution within Service Operations.

Exercise authority over operational vendor decisions, including vendor selection and utilization when appropriate.

Partner with the Vendor Relations team to address vendor issues requiring additional support or intervention.

Ensure vendor decisions support service quality, client expectations, profitability, and operational efficiency.

Leadership & Workforce Management

Establish staffing strategies and workforce requirements based on service volume, client needs, workload, and business objectives.

Exercise authority over staffing decisions, including hiring, promotions, transfers, performance management, and corrective action.

Evaluate organizational capacity and recommend changes to the structure of Service Operations as business needs evolve.

Develop Directors and other operational leaders through coaching, mentoring, performance feedback, and leadership development.

Establish succession planning and development strategies for key operational positions.

Promote a culture of accountability, collaboration, continuous improvement, and exceptional client service.

Cross-Functional Collaboration

Partner closely with Vendor Relations, Finance, Sales, Human Resources, Projects, and other departments to support effective service delivery.

Identify and resolve issues that impact multiple departments or broader customer experience.

Ensure Service Operations decisions align with Company financial and strategic objectives.

Provide executive leadership with operational insights, recommendations, and performance reporting.

Participate in organizational planning and provide input regarding departmental budgets, resources, and organizational changes.

Risk Management & Problem Solving

Identify operational risks and potential obstacles before they impact client satisfaction, profitability, service levels, or employee performance.

Develop and implement solutions to address operational challenges.

Lead the resolution of complex service and client issues that require senior-level intervention.

Escalate significant risks, issues, and decisions when executive input or approval is required.

Maintain composure and professionalism when managing high-pressure situations and competing priorities.

Exercise sound judgment and independent decision-making while maintaining appropriate communication with executive leadership.

Work Environment

Fully remote position requiring a dedicated home office workspace that meets Company standards.

Reliable high-speed internet connection is required.

Compensation

$140,000 to $210,000 per year, depending on qualifications and experience.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life and AD&D Insurance

Short-Term Disability Insurance

Long-Term Disability Insurance

Critical Illness Insurance

Accident Insurance

Hospital Indemnity Insurance

Employee Assistance Program (EAP)

Pet Insurance

401(k) Plan with Employer Matching Contributions

Paid Vacation

Paid Sick Leave

Paid Personal Days

Paid Holidays

Fitness Reimbursement Program

Employee Recognition Programs

Bonus Opportunities

Tuition Reimbursement

Home Office Stipend

Paid Volunteer Time

Position Requirements

Qualifications

Minimum of eight years of progressive operations leadership experience, with significant experience leading managers and other leaders.

Experience in facilities maintenance, commercial services, facilities management, or a related service industry strongly preferred.

Experience managing high-volume, multi-client service operations.

Strong understanding of service level agreements, client service, operational metrics, profitability, and subcontractor-based service delivery.

Demonstrated ability to establish standardized processes and performance expectations across multiple teams.

Proven ability to develop leaders and hold management-level employees accountable for performance and results.

Strong financial, analytical, problem-solving, and decision-making skills.

Ability to work independently, manage multiple priorities, and exercise sound judgment in a fast-paced environment.

Proficiency with Microsoft Office, Google Workspace, and internet-based applications.

Ability to effectively lead a nationwide, distributed workforce and collaborate across departments.

This position is currently accepting applications.

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Worksite address

workfromhome, CA, 90630, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.