Director of Operations

At Modern Construction Services, we’re searching for a senior leader to provide overall strategic direction and operational oversight for our Facilities Maintenance multi-client, nationwide work order management division.

In addition to the $105,000/yr base salary, the position offers a quarterly, goal-driven, incentive bonus.

The Director of Operations will collaborate with Senior Leadership on sales management, budgeting, and the establishment of both short-term and long-term departmental growth objectives.

We are seeking an energetic candidate who possesses practical operational experience in providing outstanding customer service. In this role, you will supervise a team of service coordinators and relationship managers responsible for managing, processing, and fulfilling a large volume of work orders through the Fexa CMMS for our nationwide commercial facilities clients.

The ideal candidate will have an extensive background in commercial service request management, with a comprehensive understanding of developing and interpreting scopes of work and repair for commercial facilities maintenance and construction trades.

The selected individual will have previously established and overseen departmental Key Performance Indicators and Service Level Agreements.

Requirements

• 8+ years' customer service and high-volume work order management experience, with a proven track record of developing and executing customer service strategies that improve customer satisfaction and operational efficiency.
• 5+ years' in a management and leadership role.
• Oversee the day-to-day operations of the division, including staffing, training, performance management, and employee development.
• Optimize workflows, processes, and technologies to ensure efficiency, productivity, and cost-effectiveness.
• Track key performance indicators (KPIs), identify areas for improvement, and implement data-driven solutions.
• Ensure adherence to quality standards, compliance with regulations, and best practices in customer service.
• Work closely with other departments, such as accounting and HR, to ensure seamless collaboration and alignment.
• Develop and manage the division budget, including resource allocation and cost control.
• Identify and implement process improvements to enhance efficiency, reduce costs, and improve customer experience.
• Oversee the selection, implementation, and maintenance of call center technology, including CRM systems, call center software, and analytics tools.

Benefits

• On-Target Bonus based on achieving performance goals.
• Annual profit sharing.
• Medical, vision, and dental.
• Flexible Spending Account (FSA), Health Saving Account (HSA).
• Employer-paid Basic Term Life Insurance, Short- and Long-term disability insurance.
• Voluntary supplemental life insurance.
• 401(k).