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Director of Operations

Hansons Troy Full-Time
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Purpose, Scope, & Dimension of Job:

The role of Director of Operations has been created to drive development and execution of an efficient process for the management of customer orders. This position reports to the Chief Operating Officer and will oversee the following areas:

• Consumer Finance

• Order Processing

• Permits

• Scheduling

• Installation Project Management

Supervisory Responsibility:

Direct reports to this position include supervisors and managers responsible for the functions above.

Essential Duties/Major Accountabilities:

• Assist the Chief Operating Officer in building a more strategic Operations function

• Deliver improved order cycle times, process efficiency, cost, quality, and customer satisfaction

• Develop and refine end-to-end order management processes, procedures, tools, and methodologies

• Perform regular analysis on performance data and metrics

• Generate and maintain operational performance dashboards and management reports

• Lead process optimization projects and sub-teams, ensuring cross-functional engagement and effective execution

• Review, update, and create process documentation and training materials

• Enhance communications and teamwork across the Operations teams and cross-functionally

• Collaborate with IT to ensure company systems and technology are being employed to the maximum benefit of Operations

• Participate in company expansion activities and integrations

• Drive transparency, accountability, productivity, and staff engagement in a positive and open work environment

Minimum Required Knowledge, Skills, & Abilities:

• Bachelor’s degree in Business, Operations Management, Project Management, Engineering, or related field

• 10+ years in an Operations or Customer Experience environment with high complexity and multiple workflows

• 5+ years staff supervision

• Strong Excel and data analysis skills

• Proficient in MS Office applications such as PowerPoint and Word

• Organized and detail oriented

• Highly proficient in data analysis

• Familiarity with the functionality and workflow associated with order management and customer service processes, methodologies, and tools

• Capable of responding to external and internal customer concerns in a timely manner

• Operates with a continuous improvement mindset

• Strong leader with direct reports and stakeholders from other departments

• Versed in problem solving and project management techniques and tools

• Effective communicator, both verbally and in writing

• Comfortable working in a highly visible role and presenting to all levels of management

• Thrives in a fast-paced and high-growth environment

• Self-starter that takes the initiative to implement necessary changes

• Skilled in change management

• Track record of driving results and accountability

• Honest, ethical, and dependable

• Possesses a balance of soft people skills with strong project management and analytical skills

Additional Preferred Qualifications:

• MBA or Master’s degree

• Experience in the home improvement or similar industry

• Prior participation or leadership of acquisition integration workstreams

• Proficient in process improvement methodologies such as flowcharting and value stream mapping

• Familiar with project management, flowcharting, and dashboarding applications such as Project, Visio, Power BI, Domo, and Tableau

• Basic knowledge of SQL database structure

Physical Requirements:

1. Must be able to remain in a stationary position for prolonged periods

2. Requires the ability to move about inside the office

3. Must be able to move items weighing up to 25 pounds

4. Must be able to communicate effectively with staff, customers, vendors, and the public

5. Constantly operates a computer and other office equipment such as a calculator, copy machine and computer printer


Full-time, 40 hours per week/52 weeks per year. Standard hours are M – F, 8:00 – 5:00 but due to cyclical nature of position, some overtime, including evening and weekend hours, may be required to complete projects under deadlines. Some local, regional, and national travel may be required.


Recommended skills

Business Process Improvement
Change Management
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