Title: Director of Operations
Salary: 90-115k base with opportunities for additional compensation
Company: Flush Fellas
About Flush Fellas and The Role:
Flush Fellas is a veteran-owned company dedicated to providing high-quality septic installation, repair, and maintenance services to our customers. We are seeking a dynamic and experienced Director of Operations to join our team to help us build sustainable, scalable, and trainable operational systems, from handling inbound customer requests, scheduling work, and dispatching crews.
Flush Fellas is a rapidly growing and evolving organization, on pace to nearly triple in size from year 1 to year 2. As such, the nature of the Director of Operations role will change substantially over time, from an in-the-weeds operator, to a system builder, to a high level analyst and orchestrator. We are looking for a candidate who is excited by that nearly unlimited growth opportunity, rather than intimidated by it.
At first, much of the Director of Operations role will consist of getting into the nitty gritty details of daily operations and performing the work themselves, including answering customer calls, collecting payment, and scheduling jobs. This will immerse the Director of Operations in the functioning and needs of the business. From there, the Director of Operations will go systematically through the organization, documenting processes, building standard operating procedures and automating core aspects of the role.
Finally, the Director of Operations will begin training and outsourcing core functions of their role as the business scales, enabling them to transition to higher level analysis and orchestration.
Opportunity:
- The core operations of the business, from inbound customers calls and requests, to scheduling work, to dispatching crews has grow significantly more complex as we’ve scaled and increased our headcount
- We can better combine back office customer insights with feedback from our crews to form a complete view of the customer journey, driving better customer experience and higher conversion rates
- We can improve the experience of crew by creating more efficient schedules, helping respond dynamically to daily obstacles, and streamlining communication
- We can build standard operational procedures for all core business functions, improving team alignment, reducing stress, and increasing our ability to make data driven decisions
Ideal Candidate
- A hardworking, operations-focused leader that excels at multitasking, thrives in chaotic environments, simplifies complexity, builds and refines operating systems, and can lead a team to implement those systems
- Has a collaborative spirit and high responsibility attitude, taking on a wide variety of roles and filling in gaps as the company goes through its many phases of growth
- Can zoom into the nitty gritty details and take inbound customers calls themselves, and then immediately zoom out to consider the implications of those customer interactions on company strategy
- Has worked at a small business or a startup, or has led a small team, giving them a valuable perspective on driving change initiatives in the fast-paced, dynamic environment of a growing organization.
- This candidate not only performed the routine functions of their role, but was a creative and autonomous driver of change management and systems building in their company.
- A highly articulate communicator who uses effective language to simplify complexity and make their operational systems accessible
- A demonstrated leader that can align teams around common goals and systems and mentor future leaders in the company
Operations Functions
Leadership
- Daily crew kickoffs
- Weekly team sync
- Weekly job scheduling huddle
- Building and mentoring leaders on the ground
Schedule jobs and allocate resources efficiently
- Setting crew configurations
- Minimizing resource conflicts
- Optimizing around weather and external delays
Keep customers informed
- Scheduling, delays, and return visits
Dispatch and communicate with crews
- Assign work
- Communicate resources required and past interactions
- Collect post-job information
React dynamically to the obstacles faced
- Emergency jobs
- Delays and setbacks on larger jobs
Build robust job costing system
- Assign labor
- Allocate miles and fuel
- Track inventory
Inbound Customers and Sales
Inbound customers
- Answer inbound customer phone calls during all working hours
- Respond to all inbound digital customer inquiries
- Maintain logs of customer interactions and lead source
Manage CRM of Customer Journeys
- Track and log all customer interactions
- Distinguish between different types of customers and classes of work
- Build reminder and follow-up systems for potential customers
Invoicing and billing
- Build estimates
- Collect payments from customers
- Track payment statuses and minimize outstanding receivables
Support our sales staff
- Help them track and maintain interactions in the CRM
- Support them in creating sales resources
Leadership
Mentor our Crew Supervisor with conducting daily kick-off meetings
- Provide high level scheduling guidance
- Help troubleshoot crew feedback and complaints
Contribute to monthly feedback reviews for the crew
- Provide additional context from daily observations working and collecting information from the crews
Data Analysis
Analyze our customer journeys to improve customer experience and increase our conversion rate through the sales process
- Maintain and analyze CRM data
- Combine with qualitative insight from customer interactions
- Combine with qualitative insights from the crew
Develop a robust understanding of our fully-loaded gross margin across different classes of work
- Build automated systems for allocating labor, inventory, and fuel
- Develop a rigorous system for distinguishing between different types of work
Build and maintain a KPI dashboard
- Marketing conversion rates
- Labor utilization and efficiency
- Equipment utilization and efficiency
At Flush Fellas, we're looking for a candidate who is flexible and available to start as soon as possible. If you're ready to embark on an exciting journey with a veteran-owned company that values excellence and service, we encourage you to apply and become part of our dedicated team. Join us at Flush Fellas, where we're committed to making a difference in the lives of our customers through our septic expertise.
Job Type: Full-time
Pay: $90,000.00 - $115,000.00 per year
Benefits:
Application Question(s):
- Please describe your leadership style in 1-2 sentences.
- A significant portion of this role involves answering inbound customer phone calls. Are you willing to have the phone lines routed to you during your shifts?
- Do you have experience working as an early employee at a small business (<20 employees) or in a startup?
Education:
Work Location: Remote