Who We Are:
Our client, California’s dominant residential water treatment company, is seeking a highly motivated Director of Field Operations and Customer Support. The company is experiencing rapid growth and looking for a dynamic leader passionate about operational excellence and with a proven track record in managing large, decentralized teams, including remote members. The ideal candidate will leverage their leadership and project management expertise to drive impactful results. If you're a strategic problem-solver with experience in operations, financial reporting, and customer support, we want to hear from you!
The company prides itself on delivering high-quality service while fostering a culture of continuous improvement. They are looking for a leader who is committed to excellence and growth.
Title: Director of Field Operations and Customer Support
Compensation Range:
- $150K-$200K base
- Bonus - Performance-based
- Opportunity to attend industry conferences and expand professional knowledge
- Location: Pasadena, CA
About The Job:
As the Director of Field Operations and Customer Support, you will oversee all service and installation operations across multiple states, ensuring the seamless delivery of client services. You will work closely with both field teams and support staff to optimize operations and ensure high-quality service and client satisfaction. Your leadership will be key in managing team performance, optimizing scheduling, and driving the growth of the company’s service capabilities.
Key Responsibilities:
- Lead and support service and installation departments to ensure the profitable achievement of company goals.
- Oversee high-quality service and installation across California, Arizona, Nevada, and Texas.
- Drive market expansion through effective planning, budgeting, and hiring for new installation teams.
- Collaborate with support staff to optimize technician scheduling and resource allocation.
- Ensure client satisfaction through consistent, high-quality delivery of client care services and installation projects.
- Plan and implement operational growth strategies to enhance service and installation performance.
- Monitor project timelines, budgets, and quality standards to meet organizational objectives.
- Utilize metrics and dashboards to assess productivity and drive continuous improvement.
- Work with cross-functional leaders to align on and achieve key company goals.
- Set performance standards that promote accountability and a culture of excellence.
- Stay informed on industry trends and best practices to maintain operational excellence.
What You Need:
- Positive, confident attitude in a fast-paced environment.
- Minimum 5 years managing large teams and multiple departments.
- Team player who values a motivating culture.
- Exceptional communication, analytical skills, and attention to detail.
- Preferred knowledge of plumbing, field service work, and fleet management.
- Proficient in Microsoft Office, CRM, and related technologies.
- Bachelor’s degree or 7 years of relevant experience and training.
What We Offer:
- Excellent benefits: medical, dental, vision, FSA, 401k match, life insurance, flexible PTO, holiday, and birthday pay.
- Collaborative work environment.
- Opportunity to join a growing organization and drive its future success.
At our client , your success is our priority. You will be part of a high-performance team where you will be respected and recognized for your contributions. Our client is an equal opportunity employer and values the benefits of a diverse workplace.
Who You Report To:
Who Reports To You:
- Service and Installation Teams
- Support Staff (Scheduling, Customer Service)