Reporting directly to the VP of Field Service, the Director of Field Service Delivery is the key operational leader responsible for the physical execution of our service mission.
Key Responsibilities
Operational Execution: Translate high-level corporate and 1-3 year service delivery strategies into concrete, actionable field-level execution plans that support long-term scalability.
Execution Leadership: Own the "Golden Triangle" of service delivery: Speed (reduced cycle times), Cost (optimized job costing and efficiency), and Quality (high first-time fix rates and code compliance). Set targets, monitor real-time performance, and implement corrective actions when metrics lag.
Team Leadership & Development: Directly manage, mentor, and hold accountable our Dispatch Operations Leaders and partner fulfillment support teams. Foster role clarity, operational standards, and performance accountability across the fulfillment and dispatch organization.
Safety & Compliance: Serve as a core champion of field safety, ensuring our work order requirements, dispatch protocols, and partner service standards align with the highest expectations of safety, code adherence, and regulatory compliance.
Omni-Channel Fulfillment: Coordinate service delivery across multiple channels, managing the balance, alignment, and resource allocation between our internal Direct Technician workforce and our partner networks.
Cross-Functional Alignment: Work closely with Sales, Supply Chain, and Customer Success to ensure service delivery is synchronized with client expectations, inventory availability, and broader corporate objectives.
Budgetary Management: Oversee the operational service delivery budget. Identify and execute cost-saving opportunities through route optimization, vehicle fleet efficiency, inventory control, and labor utilization.
Requirements
Culture Champion: A team-first leader who prioritizes the growth, well-being, and morale of the dispatch and operations support staff while maintaining high standards of operational excellence.
Tactical Architect: Able to connect high-level goals to ground-level reality, with the hands-on capability to identify and resolve operational bottlenecks or dispatch constraints.
Accountability Driver: Naturally uses data and KPIs to drive performance, holding teams accountable for results through clear, professional communication and consistent follow-through.
Operational Powerhouse: Comfortable navigating the growth dynamics of a scaling organization and capable of refining and building processes where gaps exist.
Collaborative Integrator: A strong cross-functional partner who can build bridges between technical field teams, external partners, and corporate stakeholders.
Ready to Apply?
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