Company Overview:
BOSS Facility Services, Inc. is a national leader in facility maintenance, serving major retail, finance, and corporate clients across the U.S., Hawaii, Puerto Rico, and Canada. Since 2001, BOSS has grown through its industry expertise, white-glove service, and commitment to excellence. Our experienced team handles HVAC/R, electrical, lighting, plumbing, and general maintenance. We’re a fast‑paced, team-oriented company that values hard work and celebrates together with events throughout the year. BOSS Facility Services is truly “Built on Superior Service,” and continues to expand through fair pricing, strong communication, and exceptional customer care.
Department: Operations
Reports To: CEO
Direct Reports: Assistant Operations Manager, Operations Supervisor, Vendor Development Manager, Team Leads, and future Operations leadership positions
Position Summary
BOSS Facility Services is seeking an experienced Director of Operations to lead and strengthen our national operations organization.
This role is responsible for building structure, accountability, leadership, operational consistency, and scalable processes across every operational department. The Director of Operations will oversee the day-to-day execution of our Service, Preventative Maintenance, Projects, HVAC, Vendor Development, and supporting operational functions while developing the leadership team responsible for those areas.
This is not simply a role focused on maintaining operations. We are looking for someone who has successfully improved operations, developed leaders, implemented measurable performance standards, and built high-performing teams in a fast-paced service organization.
The Director of Operations will work closely with the CEO and partner with Finance, HR, Sales, and other leadership teams to ensure operational decisions support the long-term goals of the business.
Primary Responsibilities
Operational Leadership
- Lead the overall Operations organization
- Establish clear priorities across all operational departments
- Create consistency across Service, PM, Projects, HVAC, and Vendor Development
- Improve communication and collaboration between departments
- Remove operational bottlenecks and improve overall workflow
- Build an organization that can scale as the company grows
Leadership Development
- Coach, mentor, and develop managers and Team Leads
- Build accountability throughout the Operations organization
- Conduct regular one-on-one meetings with direct reports and establish an appropriate leadership meeting cadence, including daily, weekly, monthly, and quarterly meetings based on operational needs
- Develop and coordinate training and development opportunities for Operations leaders and employees
- Establish measurable performance expectations
- Identify future leaders and succession plans
- Hold leaders accountable for results while supporting their professional growth
Process Improvement
- Evaluate current operational workflows and identify improvement opportunities
- Standardize operational procedures across departments
- Improve operational consistency through documented processes
- Partner with Finance and HR when implementing operational changes
- Drive continuous improvement initiatives throughout Operations
Operational Performance
Own operational performance through measurable reporting, including:
- Work order aging
- Response times
- Completion times
- Billing readiness
- Operational backlog
- Customer satisfaction
- Technician and vendor performance
- Margin performance
- Productivity
- Quality metrics
- Team performance, including individual productivity, quality, and client effectiveness
Develop dashboards that provide leadership with clear visibility into operational performance and opportunities for improvement.
Customer Experience
- Ensure consistent delivery of service across all clients
- Resolve escalated operational issue
- Improve communication with customers
- Work closely with Sales during onboarding and major client transitions and identify appropriate opportunities for additional services and account growth
- Develop client-specific performance scorecards where appropriate to measure service delivery, responsiveness, quality, and overall account performance
- Strengthen client retention through operational excellence
Financial Partnership
Partner closely with Finance to:
- Improve billing readiness
- Reduce operational delays impacting cash flow
- Improve gross margin through operational execution
- Monitor department budgets
- Improve forecasting and planning
- Support operational reporting with meaningful data
- Improve understanding of operational costs and drive financial initiatives that improve profitability
Technology & Continuous Improvement
- Evaluate systems and technology that improve operational efficiency
- Ensure operational teams utilize company systems consistently
- Use reporting and data to support decision-making
- Lead operational change initiatives from planning through implementation
- Use technology and operational data to identify profitability opportunities and support better business decisions
Leadership Expectations
The successful candidate will:
- Lead with integrity
- Build trust across departments
- Be highly visible throughout the organization
- Make decisions using facts and data
- Hold themselves and others accountable
- Communicate clearly and consistently
- Be comfortable making difficult decisions
- Develop people rather than simply manage them
- Create an environment where employees understand expectations and receive regular coaching
Qualifications
- 10+ years of progressive Operations leadership experience
- 5+ years leading multiple departments and managers
- Experience in facilities maintenance, service management, field services, multi-site operations, or a similar service organization
- Proven experience improving operational performance
- Experience developing managers and leadership teams
- Strong financial and business acumen
- Experience using KPIs, dashboards, and operational metrics to drive decisions
- Excellent communication and organizational skills
- Strong project management and change management experience
- Bachelor's degree preferred; equivalent leadership experience will be considered
First-Year Priorities
Within the first 12 months, this individual will be expected to:
- Assess the current Operations organization
- Establish a clear organizational structure and accountability
- Develop managers and Team Leads through regular coaching
- Standardize operational processes across departments
- Improve operational reporting and visibility
- Improve billing readiness and operational support for Finance
- Improve communication across Operations and other departments
- Build measurable KPIs and performance expectations
- Reduce operational bottlenecks and improve workflow efficiency
- Strengthen the customer experience
- Create a culture of accountability, collaboration, and continuous improvement
- Evaluate opportunities for employee recognition and performance-based incentive programs tied to measurable results
Reporting Structure
CEO
Director of Operations
- Assistant Operations Manager
- Operations Supervisor
- Team Leads
- Vendor Development Manager
- Service Operations
- HVAC
- PM / Recurring Service Operations
- Projects
- Vendor Development
The Director of Operations reports directly to the CEO while maintaining regular communication and transparency with ownership. Ownership will remain informed and involved in major strategic decisions, while the CEO maintains primary responsibility for direction, priorities, coaching, and performance accountability for the Director.
Benefits:
· Competitive salary
· Company‑paid Short‑Term Disability (STD), Long‑Term Disability (LTD), and Life insurance
· Medical insurance with a 60% employer / 40% employee cost share
· Dental and vision insurance options
· Family/dependent medical coverage available
· Generous Paid Time Off (PTO) and paid holidays
· Birthday PTO day
· Sick time provided
· Five voluntary life insurance options, plus access to a Flexible Spending Account (FSA)
· 401(k) retirement plan with discretionary profit‑sharing and safe harbor contributions after six consecutive months of employment
Salary range: $150,000 - $175,000 per year, depending on experience
Pay: $150,000.00 - $175,000.00 per year
Work Location: In person
