Join a dynamic and growing Service Operations team in Lubbock, TX as a Service Director. This leadership role is responsible for ensuring the financial performance, operational stability, and service quality of the department. The Service Director will oversee a team of Dispatchers and Service Supervisors, driving measurable improvements in technician productivity, scheduling efficiency, billing accuracy, and customer satisfaction. This is an opportunity to make a significant impact on departmental profitability, operational scalability, and customer retention by enforcing standardized processes and fostering a culture of accountability. If you are passionate about operational excellence and leading high-performing teams, this role offers a rewarding career path within a supportive and results-driven organization.
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Lead and manage the Service Operations department, including direct supervision of Dispatchers and Service Supervisors
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Monitor and control departmental financial performance, including gross profit margin, labor efficiency, and operational costs
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Oversee technician scheduling, dispatch workflow, and workforce deployment to align with operational demand and revenue objectives
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Enforce service quality standards, reduce repeat service events, and ensure consistent completion of service calls
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Resolve customer escalations and maintain high levels of customer satisfaction through structured escalation management
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Ensure accurate and timely completion of service documentation, billing, and invoicing processes
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Implement and maintain departmental accountability systems, including performance reviews and operational policy compliance
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Coordinate cross-functional operations with dispatch, accounting, warehouse, and executive leadership
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Identify and escalate operational, staffing, or financial risks as needed
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Support leadership development and continuous improvement initiatives within the department
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Proven experience in service operations management or a related leadership role
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Strong understanding of financial controls, operational performance metrics, and process improvement
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Demonstrated ability to lead, coach, and develop teams in a fast-paced environment
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Excellent organizational, communication, and problem-solving skills
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Experience with dispatch software, ERP/accounting systems, service management platforms, and reporting dashboards
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Ability to enforce accountability, manage escalations, and drive operational consistency
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Commitment to maintaining high standards of service quality and customer satisfaction
Offered compensation: $75,000/yr - $90,000/yr
- HVAC, plumbing, refrigeration, or service-trades leadership experience.
- Proven success managing service workflows, scheduling operations and technician accountability
- Supervisor/Management
- Texas State Board of Plumbing (optional)
