Senior Director, Service Operations and Strategy

ABOUT LVT

LVT is redefining how businesses operate in the physical world, moving beyond traditional security solutions to deliver AI-driven, actionable intelligence that makes sites smarter, safer, and more secure. Since pioneering our first mobile, solar-powered units, our commitment to scrappy, hands-on innovation has made us an established leader and one of the fastest-growing companies in intelligent site technology. We are building the next generation of solutions—from our physical units in the field to a powerful Agentic AI platform—that allows our customers to gain unprecedented visibility and control over safety, compliance, and operations. This is your chance to join a cutting-edge team that isn't just watching the world change, but actively building the technology that is changing it.

We’re a team that’s focused on growth and innovation, and we’re proud that our crew, products, and leadership are being recognized for it.

• A Top-Tier Growth Company: Named one of the Financial Times’ Fastest Growing Companies 2025 and #10 on the Inc. 5000 Rocky Mountain Regional list for 2025.
• Innovative Leadership: Our CEO, Ryan Porter, was named an EY Entrepreneur of the Year 2025, and our CTO, Steve Lindsey, was inducted into the Silicon Slopes CTO Hall of Fame in 2024.
• Product & Software Excellence: We were named one of The Software Report’s Top 100 Software Companies of 2023 and are a winner of the Security Today Govies Award for 2025.

ABOUT THIS ROLE 

As the Director of Service Operations & Strategy, you will be responsible for the design, execution, and ongoing evolution of the systems, processes, and insights that power LVT’s Client Services organization. This role sits at the intersection of strategy, data, and operational excellence – partnering closely with senior leaders across all post sales operations including: Implementation, Field Service, Support, and Parts to ensure that our services scale with quality, cost-efficiency, and best-in-class customer experience.

You will lead a high-performing team focused on operational efficiency, performance management, and systems optimization. You will also serve as a key thought partner to the Head of Client Services, driving strategic planning, leading high-impact initiatives, and ensuring alignment with broader company objectives.

ROLE RESPONSIBILITIES

• Strategic Leadership: Own the long-term strategy for Service Operations, including roadmap development, cross-functional alignment, and success metrics. Set vision and structure for how the team adds value to Client Services and the broader business.
• Team Management & Development: Build, coach, and scale a team composed of both manager and individual contributors. Foster a culture of accountability, operational rigor, and continuous improvement.
• Client Services Performance & Insights: Define and refine KPI frameworks for service quality, team productivity, and cost efficiency. Lead root-cause analysis and initiative tracking to ensure insights translate into measurable outcomes.
• Process & Systems Optimization: Improve operational ease and efficiency of key systems (e.g., ServiceNow, ERP). Partner with IT, Engineering, Product, and Finance to optimize workflows, automate key functions, and eliminate operational bottlenecks.
• Scalability & Cost Management: Identify and lead initiatives that reduce service delivery cost while maintaining quality, improving gross margin and unit economics across the post-sales lifecycle.
• Stakeholder Partnership: Serve as a trusted advisor to Client Services leadership and cross-functional stakeholders. Communicate tradeoffs, surface risks, and proactively shape decision-making with structured thinking and data-backed rationale.

OUR IDEAL CANDIDATE

• 8-10+  years of experience in strategy & operations and 3+ years managing teams.
• Background in client services, support, or field service organizations strongly preferred.
• Proven project/program management experience driving successful large cross functional initiatives
• Demonstrated success driving large-scale process improvements and system rollouts.
• Proficient in operational analysis, financial modeling, and performance reporting.
• Adept at executive communication, cross-functional collaboration, and influencing without authority.
• Bachelor’s degree in Business Administration, Operations