Director of Operations 🏡⚙️📈 (Second-in-Command | Home Services | Field & Customer Service Leadership | EOS Implementation | Remote)

About the Company

We're the leader in residential and commercial cleaning services across the Greater Toronto Area, with 8 specialized service crews serving thousands of loyal customers. Our mission: to deliver the world's most extraordinary service in air duct and upholstery cleaning.

Air duct cleaning is our flagship operation, representing over 50% of our business. We also provide carpet and upholstery cleaning, professional window cleaning, and gutter services—plus specialized offerings like dryer vent, heat recovery ventilator, humidifier, and exhaust cleaning. Our certified Technicians arrive on time in fully-equipped service vehicles, and we never cut corners when it comes to health and safety.

We serve residential and commercial clients throughout the Greater Toronto Area and surrounding regions—from homeowners dealing with allergens to Property Managers and businesses with large commercial or industrial buildings.

OUR COMPANY VALUES

• 🎯 Results-Driven Excellence

• 🤝 Trust & Autonomy

• ⚡ Proactive Leadership

• ✨ Quality Without Compromise

• 🌱 Growth Mindset

• 💎 Honesty & Integrity

We're a hybrid organization with 15-20 team members, including our CEO, 2 full-time Customer Service Representatives, and Field Technicians operating across the Greater Toronto Area, plus remote Support staff.

We emphasize independence and proactive problem-solving. We're implementing EOS (Entrepreneurial Operating System) to create more structure and clarity as we scale, building a culture of accountability with support where team members feel empowered to take risks and learn from mistakes.

About the Role

Director of Operations

In this role, you'll lead daily huddles and weekly meetings with both teams, optimize scheduling and routing, coach on SOPs and world-class service delivery, track KPIs and identify inefficiencies, manage callbacks and service exceptions, and present operations reports to the CEO.

This is a unique leadership opportunity in home services where you'll build a high-performing culture remotely, drive world-class customer experiences, and directly impact profitability through resource management and process improvement. We have high expectations because we offer premium services at premium prices—and need someone who shares our commitment to excellence. You'll be the "good cop" who builds trust through patient coaching, creates psychological safety for learning from mistakes, and ensures the right people are in the right seats. You'll handle discipline professionally when needed, but your primary role is supportive, empathetic, and collaborative—making our team love their work while maintaining high standards.

To effectively support operations, you'll ideally be available from 7:00 AM to 5:00 PM Eastern Time—starting early for scheduling and team coordination, and available for end-of-day check-ins.

Our IDEAL CANDIDATE

Your performance will be measured by customer WOW scores, operational profitability, team utilization and retention, closing rates on inbound calls, callback rates, daily revenue per truck, team morale, and CEO time freed from tactical issues.

You'll collaborate with the full team, and manage the Customer Service and Field teams. This position reports directly to the CEO.

You’ll be doing things like:

• Customer Service Management:

  Managing 2-3 full-time CSRs handling inbound calls, emails, scheduling, dispatching, and quality follow-ups; leading daily huddles and weekly meetings; optimizing call response times (answer within 2 rings) and dispatch routing (30 minutes or less between jobs); training on booking processes; leveraging downtime for strategic alliances, referral rewards, and outbound campaigns.

• Field Service Operations:

  Leading daily huddles and weekly meetings with Field Technicians; coaching on SOPs and world-class service delivery; virtually monitoring trucks through video inspections; tracking production and flagging delays; performing root cause analysis; ensuring policy compliance and managing service exceptions; reinforcing review culture and celebrating top performers; managing callbacks and corrective actions; monitoring resource usage and reconciling charges with actuals.

• Operations & Financial Performance:

  Running daily/weekly KPI reports; analyzing production data to identify inefficiencies; implementing Lean principles to eliminate waste; managing truck maintenance and supply inventory; maintaining gross profit at or below 55%; optimizing team utilization; creating productive downtime tasks; presenting operations reports to CEO.

• Systems & Documentation:

  Owning the SOP library (Loom videos); updating processes and training team on procedures; holding people accountable to processes; investigating violations; documenting new situations and creating SOPs for gaps; building documentation in Trainual; minimizing CEO escalations through comprehensive documentation.

• People & Culture:

  Conducting disciplinary conversations professionally; identifying when team members need retraining, role changes, or termination; participating in recruitment and interviews; onboarding new hires to full performance; building trust and psychological safety; ensuring right people in right seats; conducting 1-on-1s and monthly pulse-checks; developing field lead and leadership bench.

• EOS Implementation:

  Learning EOS with the CEO; creating accountability charts and defining roles; running L10 meetings; preparing measurables and scorecards; holding team accountable; establishing rocks and goals; executing as Integrator on our Visionary's strategy.

• Strategic Planning:

  Automating KPI dashboards; developing client retention systems; identifying scaling improvements; presenting annual operations roadmap to CEO; driving gross margin improvement.

Skills & Qualifications

• 6+ years of prior experience in roles like Director of Operations, Operations Manager, Dispatch Manager, Field Services Manager, Chief of Staff, EOS Integrator, or Construction/Home Services Operations leadership.
• Deep experience in residential/home services (HVAC, house cleaning, pool services, roofing, electrical) dispatching teams for multiple daily jobs; managing both office/CSR and field teams simultaneously
• Proven ability to optimize logistics, manage complex scheduling, track KPIs, analyze production data, and improve gross profit through waste elimination; experience with Lean or continuous improvement methodologies
• Track record documenting processes, creating training materials, implementing SOPs, and holding teams accountable
• Comfortable with data and using numbers to drive decisions; financially savvy to understand how operational decisions impact profitability
• High EQ to deliver tough feedback while building positive culture; patient and empathetic coaching while maintaining high standards; know when to retrain vs. reassign vs. terminate
• Visionary thinking: understand strategic direction, identify necessary changes, and suggest improvements with foresight
• Proactive problem-solver: see two steps ahead, prevent problems before they occur, outcome-focused
• Self-motivated and hungry: driven to exceed expectations, earn bonuses, and continuously improve
• Tenacious and calm under pressure: pivot easily when surprises arise; strong training abilities to onboard and develop team members
• Quick to learn new tools and identify automation opportunities

Position Details

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Benefits of working with us:

• 🚀 Work directly with a forward-thinking CEO who values your input and challenges
• 🏡 Fully remote position
• 🏆 Join talented teammates committed to premium service
• 💰 Above-market compensation with significant performance-based bonuses
• 🧠 Extensive learning opportunities including EOS and continuous improvement training
• 🚀 Ground-floor leadership in a profitable company with 15+ years of stability
• 📈 Performance-based incentives with potential profit-sharing as we scale
• 🎯 High autonomy and direct impact with immediate results
• 🌱 Build and lead a team while shaping the culture
• 🎓 Investment in your development including Lean management