: Director, Service Operations

Location : Canada

Reports To: VP, Strategy & Operations

Direct Reports: Field Inspectors and Client Support Staff

Position Summary The Director, Service Operations is responsible for leading and optimizing all service delivery functions across Field Operations, and Client Support.

This role oversees daily operational execution while driving performance improvement, labour efficiency, and service quality. As a player-coach leader in a growing organization, the Director will manage day-to-day operations; including scheduling oversight, escalations, and QA, while also building the systems, processes, structure, and performance discipline required to scale.

The Director is accountable for service KPIs, operational efficiency, and contributing to profit margin performance across the inspection business.

Key Responsibilities

1. Field Operations Leadership

- Oversee the field inspection teams to ensure efficient, high-quality service delivery.
- Lead and manage the inspection team, ensuring high standards of service and professionalism.
- Establish and enforce inspection standards to ensure accurate, detailed, and compliant reporting.
- Conduct audits of inspection reports and fieldwork to maintain service quality and consistency.
- Ensure the team complies with industry regulations, safety standards, and company policies.
- Investigate disputes and resolve inspection-related complaints while protecting the company’s reputation.
- Identify and implement process improvements to enhance operational efficiency and service delivery.
- Monitor field productivity, utilization, and inspection turnaround times.
- Maintain relationships with key partners and industry organizations.

1. Client Support & Call Center Operations

- Lead and scale the client support function to ensure exceptional customer experience across all products and services.
- Develop and execute the client support strategy to enhance client satisfaction, retention,



and loyalty.
- Define and track support KPIs and SLAs including response time, resolution time, and customer satisfaction.
- Oversee call center operations and scheduling coordination.
- Manage complex client issues and ensure swift, professional resolution.
- Implement systems to gather client feedback and improve service delivery.
- Audit client interactions including calls and support inquiries to improve service quality.

1. Workforce Management & Team Leadership

- Provide leadership and development support to field inspectors and client support staff.
- Recruit, onboard, train, and mentor team members to ensure strong performance and engagement.
- Manage performance through coaching, feedback, and structured development plans.
- Build a culture of accountability, professionalism, and client-focused service.
- Collaborate with Technical Education & Training to ensure consistent onboarding and technical development.

1. Operational Performance & KPI Management

- Establish performance metrics to drive operational excellence and accountability.
- Revenue per inspector per day
- Inspector utilization rate
- Call center response and conversion rates
- Customer satisfaction metrics (CSAT / NPS)
- Labor cost as a percentage of revenue
- Service turnaround times

Responsibilities include:
- Monitor operational KPIs and implement corrective actions when necessary.
- Lead monthly operational performance reviews.
- Identify and execute efficiency improvements across service delivery functions.

1. Technology & Process Improvement





- Drive operational improvements through technology, automation, and process optimization.
- Identify and implement operational tools and technologies to improve efficiency and service quality.
- Partner with leadership to evaluate and implement systems such as CRM, ticketing, routing, and scheduling tools.
- Document and standardize core operational workflows and SOPs.
- Continuously improve scheduling, dispatch, and service delivery processes.

1. Strategic Collaboration

- Collaborate cross-functionally to support company growth and operational alignment.
- Work closely with Sales, Marketing, and Product teams to improve service offerings and client experience.
- Provide operational insights to leadership to support strategic planning.
- Ensure service delivery aligns with company policies, regulatory requirements, and data privacy standards
- Support strategic partnerships and industry initiatives.

Qualifications & Experience

- 5+ years of experience in operations leadership within a service-based setting.
- Experience managing field operations or technical service teams.
- Experience managing call center or client support functions.
- Strong understanding of operational KPIs and service delivery metrics.
- Demonstrated ability to improve operational efficiency and scale teams.
- Strong leadership, communication, and problem-solving skills.
- Experience working cross-functionally in a growing organization.

Preferred:
- Background in home inspection, construction, field services, or a related industry.
- Familiarity with inspection software, CRM platforms, or client support technologies.
- Certifications such as ASHI or InterNACHI considered an asset.

Leadership Profile

- Player-coach mindset
- High ownership and accountability
- Data-driven decision maker
- Process-oriented but pragmatic
- Strong communicator
- Comfortable managing both tactical detail and strategic initiatives

📌 Director of Service Operations (Etobicoke)
🏢 B.E.S.T. Recruiting Consultants
📍 Etobicoke