Director, Service

The Director of Service leads the planning and day-to-day execution of service delivery operations, including Service Coordination (scheduling/dispatch) and field service activities. This role is responsible for driving efficient, high-quality, and customer-focused service by improving workforce planning, optimizing scheduling processes, and supporting strong field performance. The Director partners cross-functionally to enhance operational consistency, service outcomes, and overall customer experience.


Why join us:
Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation: We offer highly competitive compensation and a total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

What you’ll do:
Strategic Leadership
• Define and execute the service operations strategy aligned with organizational goals.
• Establish long-term workforce planning, capacity management, and service delivery models.
• Drive initiatives to improve efficiency, scalability, and service quality.
• Lead transformation efforts, including systems, tools, and process optimization.
Operational Oversight
• Oversee end-to-end service operations, including scheduling/dispatch and field execution.
• Ensure optimal alignment between customer demand, Service Coordinator scheduling, and technician capacity.
• Monitor and improve key operational metrics such as technician utilization, SLA adherence, and service turnaround times.
• Ensure consistency and standardization across service coordination and field service teams.
Leadership & Team Development
• Lead and develop managers (e.g., Manager of Service Coordination) and broader service teams.
• Build a high-performing leadership pipeline through coaching, mentoring, and succession planning.
• Drive a culture of accountability, collaboration, and continuous improvement.
• Establish clear goals, performance expectations, and development plans across teams.
Scheduling & Workforce Optimization
• Oversee scheduling strategy and policies to ensure efficient dispatching and routing.
• Partner with field leadership to balance workload, technician skills, and geographic coverage.
• Leverage data analytics to forecast demand and optimize workforce utilization.
• Champion tools and technologies that support intelligent scheduling and automation.
Customer Experience & Service Excellence
• Ensure exceptional customer service through timely, accurate, and professional service delivery.
• Define and monitor customer experience standards across scheduling and field service interactions.
• Address systemic service issues and lead root cause analysis for escalations.
• Drive initiatives to improve customer satisfaction and retention.
Data, Metrics & Continuous Improvement
• Establish and monitor KPIs and dashboards to track service performance.
• Use data-driven insights to identify trends, gaps, and opportunities for improvement.
• Lead continuous improvement initiatives (Lean, Six Sigma, or similar methodologies).
• Report performance, risks, and strategic recommendations to senior leadership.
Cross-Functional Collaboration
• Partner with Customer Service, Sales, Operations, IT, and Supply Chain teams to ensure seamless service delivery.
• Align service operations with business growth strategies and customer commitments.
• Collaborate on system enhancements, process changes, and new service offerings.
Compliance & Risk Management
• Ensure adherence to regulatory requirements, safety standards, and company policies.
• Oversee quality assurance processes across scheduling and field execution.
• Mitigate operational and customer risks through proactive planning and governance.


What you bring:
Education & Expe