The Director of Operations is responsible for leading and executing operational strategies across all branches, departments, and service functions. This role oversees operational performance, process improvement, employee development, customer experience, safety, compliance, and overall business execution to support the company's growth and profitability objectives. The Director of Operations partners closely with Executive Leadership, Sales, Finance, Human Resources, Production, and Branch Management to ensure operational excellence, consistent execution, scalability, and a high-performance culture throughout the organization. This position drives accountability, continuous improvement, and operational efficiency while ensuring the organization delivers exceptional service to customers and achieves business goals.

Key Responsibilities

Strategic & Operational Leadership

• Lead the execution of operational strategies that support company growth, profitability, customer satisfaction, and long-term scalability.
• Provide oversight of branch operations, production, warehouse, logistics, inventory management, order fulfillment, and customer support functions.
• Establish operational priorities, performance expectations, and accountability standards across all locations and departments.
• Ensure all operations are efficient, safe, customer-focused, and aligned with company policies, procedures, and values.
• Identify barriers to performance and lead cross-functional initiatives to improve workflows, communication, planning, and operational execution.
• Partner with Executive Leadership to provide operational insight, recommendations, and reporting that support organizational objectives and business decisions.
• Promote consistency in operational practices across all branches and departments.
• Monitor operational capacity and resources to support current and future business needs.

Financial, Performance & KPI Management

• Lead operational performance against revenue, gross margin, expense control, productivity, service, safety, and profitability goals.
• Review branch and departmental financial performance and implement corrective actions to improve results.
• Support budgeting, forecasting, resource allocation, capital planning, and strategic growth initiatives in partnership with Finance and Executive Leadership.
• Establish, monitor, and communicate key performance indicators (KPIs) to measure operational effectiveness and drive continuous improvement. Monitor and improve: Revenue growth and profitability, Gross margin performance, Expense management, On-time delivery and order fulfillment, Inventory accuracy and working capital efficiency, Open order and backlog management, Production efficiency and labor productivity, Safety performance and compliance, Customer satisfaction and service levels, and Utilize data, reporting tools, and operational metrics to identify trends, evaluate performance, and make informed business decisions.

Leadership & Talent Development

• Lead, mentor, and develop branch managers, production leaders, supervisors, and support teams.
• Foster a culture of accountability, teamwork, urgency, safety, continuous improvement, and customer-focused execution.
• Identify and develop future leaders within the organization through coaching, training, and succession planning initiatives.
• Partner with Human Resources on recruiting, onboarding, training, performance management, employee engagement, and retention efforts.
• Conduct regular operational reviews, leadership meetings, branch visits, and performance discussions to ensure alignment and achievement of company objectives.
• Support employee development initiatives that strengthen organizational capability and leadership effectiveness.

Customer Experience, Sales Support & Cross-Functional Collaboration

• Partner with Sales Leadership to ensure operational capabilities support customer expectations, growth initiatives, and market expansion opportunities.
• Lead the resolution of escalated customer service, quality, delivery, production, and operational issues.
• Strengthen communication and collaboration between Sales, Operations, Production, Warehouse, Customer Service, and Administrative teams.
• Support key customer initiatives, major accounts, strategic projects, and service improvement efforts.
• Ensure operational responsiveness and service excellence throughout the customer experience lifecycle.

Process Improvement, Systems & Compliance

• Develop, standardize, and maintain operational procedures, workflows, and best practices across all locations.
• Ensure compliance with company policies, safety standards, regulatory requirements, and internal controls.
• Identify operational inefficiencies, root causes, and performance gaps and implement corrective action plans.
• Champion the effective use of ERP, CRM, reporting platforms, and operational systems to improve visibility, accountability, and execution.
• Evaluate and implement new technologies, systems, reporting tools, and operational controls that support business growth.
• Drive continuous improvement initiatives that enhance productivity, quality, safety, service levels, employee engagement, and profitability.
• Ensure operational processes remain scalable and aligned with company growth objectives.

• Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, or a related field preferred. Equivalent experience may be considered.
• 7-10 years of progressive operations leadership experience in multi-site, branch, distribution, manufacturing, production, or service environments.
• Proven success leading managers and teams while improving operational performance and profitability.
• Strong understanding of: Operational leadership, P&L management, Budgeting and forecasting, KPI development and reporting, Process improvement methodologies, Inventory management and logistics, Production planning, Customer service operations, Experience with ERP and CRM platforms; Epicor and Salesforce experience preferred. Demonstrated ability to lead change, drive accountability, and achieve measurable business results. Excellent communication, analytical, organizational, problem-solving, and decision-making skills.

Key Competencies

• Operational Leadership
• Strategic Thinking and Execution
• Financial Acumen
• Continuous Improvement Mindset
• Performance Management
• Team Development and Coaching
• Problem Solving and Decision Making
• Change Management
• Cross-Functional Collaboration
• Customer Focus
• Process Optimization
• Accountability and Results Orientation
• Safety and Compliance Leadership
• Strong Communication and Relationship Building Skills