Job Title: Director Of Service Operations 

Department: Operations / Service Products 

Reports To: CEO 

ABOUT LAND GORILLA

Land Gorilla is the industry leader in construction lending risk management. We provide the technology and professional services that top-tier financial institutions rely on to protect their multi-billion dollar construction portfolios. We are a fast-paced, high-growth organization committed to setting the gold standard for transparency, efficiency, and risk mitigation. At Land Gorilla, we aren't just managing projects; we are building the future of construction finance by merging deep industry expertise with cutting-edge, agentic AI technology. 

SUMMARY 

The Director of Service Operations (DSO) is a pivotal leadership role responsible for the end-to-end performance, quality, and scaling of Land Gorilla’s core service products. This individual will own the strategic direction and daily execution of Inspection Services, Pre-Close Risk Reports, and Draw Support. 

Beyond traditional operational management, the DSO is the "business owner" of these services, directly accountable for revenue growth, margin health, and service excellence. A critical component of this role is leading the evolution of Land Gorilla’s service delivery model—transitioning traditional manual processes into modern, agentic services that leverage AI and automation while maintaining high-integrity human-in-the-loop quality controls. 

PRIMARY DUTIES & RESPONSIBILITIES

1. Service Product Ownership & P&L

• Revenue & Growth: Take full accountability for the revenue generated by core service lines; collaborate with Sales to identify market opportunities and expansion paths. 
• Financial Performance: Manage the financial model for service products, ensuring operating efficiency, cost-of-service optimization, and healthy margins. 
• KPI Management: Define, monitor, and report on key performance indicators (KPIs) including turnaround time, accuracy rates, and unit economics. 

2. Customer Advocacy & Feedback Loops

• The Customer as a KPI: Act as the primary internal advocate for the customer experience. Success in this role is directly measured by Customer Satisfaction (CSAT) and Net Promoter Scores (NPS), specifically tied to service delivery. 
• Direct Feedback Integration: Operate and improve systematic processes to capture, analyze, and act upon customer feedback. Ensure that client pain points are translated into immediate operational improvements or product features. 
• Customer-Centric Innovation: Use customer insights to prioritize the development of agentic services, ensuring that automation solves real-world client problems rather than just internal efficiencies. 

3. Innovation: Agentic Service Strategy 

• Future-State Delivery: Lead the transformation of services into "agentic" workflows, identifying areas where AI can drive 10x improvements in speed and scalability. 
• Human-in-the-Loop (HITL): Design and refine the "human-in-the-loop" infrastructure to ensure that as services become more automated, quality and risk mitigation remain uncompromised. 
• Process Engineering: Build the operational infrastructure required to support high-growth, tech-enabled service delivery. 

4. Operational Excellence & Quality

• Quality Assurance: Own the quality standards for all risk reports and inspection data; implement rigorous auditing systems to ensure Land Gorilla remains the industry gold standard. 
• Workflow Optimization: Continuously identify bottlenecks in the service lifecycle and implement process improvements to increase throughput without increasing headcount proportionally. 
• Compliance & Network Management: Oversee a national network of external service providers and inspectors. Ensure strict adherence to state-specific statutory laws governing independent contractor relationships (e.g., California’s AB5/ABC tests). 

5. Leadership & Culture 

• High-Velocity Talent Acquisition: Rapidly identify and onboard top-tier talent ("A-Players") who view AI as a primary force multiplier for their expertise. 
• Talent Density & AI Stewardship: Proactively manage team health by ensuring every seat is occupied by a high-performer who successfully leverages technology to amplify their results. Identify misalignments early—specifically for those unable to adapt to an AI-augmented workflow. 
• Culture of Augmented Excellence: Foster an environment where high-performers thrive by using agentic tools to achieve 10x output. Those who cannot effectively integrate AI into their role to drive efficiency are recognized as a fundamental mismatch for our culture. 

6. Operational Function

• Business Policy Oversight: Ensure specific business policies (e.g., Complaint Policy, Service Levels Agreements, etc) are reviewed and kept up to date to meet evolving industry expectations. 
• Subscription Audits: Ensure completion of monthly audits of departmental software subscriptions to ensure seat-count accuracy, maximize ROI on toolsets, and maintain a lean operational stack. 
• Training & Compliance: Oversee and enforce the completion of required team training programs, including Customer Service Excellence, security awareness, and AI literacy modules. 

• Experience: 7+ years of experience in Operations Management, Service Product Management, or a similar leadership role within a high-growth environment (SaaS or Tech-Enabled Services preferred). 
• Domain Expertise: Proven track record of managing P&L for service-based products; experience in fintech, financial services, real estate, construction lending, or risk management is a significant plus. 
• Customer Obsession: A proven history of using customer feedback and sentiment data to drive operational change and product roadmaps. 
• Tech Savvy: Strong understanding of how AI and automation are changing service delivery; experience managing "human-in-the-loop" or agentic workflows is highly desirable. 
• Communication: Exceptional verbal and written communication skills, with the ability to challenge the status quo transparently and resolve issues decisively. 
• Integrity: High ethical standards and a commitment to creating transparent systems of accountability for both internal teams and external partners. 

This job description is not exhaustive, and the job holder may be required to undertake additional duties from time to time to ensure the continuous growth and success of Land Gorilla’s service offerings.

BENEFITS:

• Health (+Dependent Coverage), Dental, and Vision Insurance Package
• 12 Observed Holidays
• Paid Time Off: Accrues up to 160 hours/ 20 days
• Paid Sick Leave: 40 hours
• 2 Floating Holidays
• Paid Family Leave
• 401(k) and Company Matching
• Employee Assistance Programs (EAPs) for Mental Health, Financial Planning, Crisis Intervention
• Remote Company - Work From Home Policy
• Monthly Stipend

Compensation: $145,000 - $180,000/year + variable pay

The actual pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, and geographical location. It is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

 Land Gorilla is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic.