Director of Operations

Thomas Pest Services, Inc. • Full-time • Albany, NY, US • 5d ago

Director of OperationsTHOMAS PEST SERVICES
Full-time | Exempt | Leadership TeamReports to
IntegratorLeadership role
Leadership TeamCompensation
$80,000–$100,000 + bonusOur PurposeBuilding relationships and enhancing the lives around us is our passion. At Thomas Pest Services, pest management is how we achieve that. We are looking for a relationship-driven leader who can develop people, elevate execution, and foster meaningful relationships with our customers and teammates.Position SummaryThe Director of Operations is the company’s senior operational leader and a member of the Leadership Team. Reporting directly to the Integrator, this role translates the company vision into disciplined, measurable field execution. The Director leads the operations organization through the Entrepreneurial Operating System® (EOS®), ensuring the right people, processes, scorecards, and meeting rhythms are in place to deliver outstanding service, profitable growth, and a healthy company culture.

This is a hands-on leadership role. The Director is accountable for the performance and development of operations supervisors and their teams, including service quality, customer retention, labor, production, fleet, inventory, safety, and operational profitability.Core ResponsibilitiesLeadership Team & EOS

Serve as an active Leadership Team member, partnering with the Integrator and other leaders to execute the company vision and annual plan.
Lead, manage, and hold accountable the operations leadership team and their respective teams; model the company values in every interaction.
Own the Operations Scorecard and ensure weekly data is accurate, visible, and used to drive timely action.
Participate in and lead EOS meeting rhythms, including weekly Level 10 meetings, Same Page meetings, quarterly planning, and quarterly conversations.
Set and execute quarterly Rocks for Operations; identify, discuss, and solve Issues using EOS tools and a strong follow-through discipline.
Build and continuously improve the operations processes so they are documented, followed, measured, and improved.

Operational Excellence

Maintain high service standards across all accounts and resolve quality or customer-service concerns with urgency and care.
Lead route capacity, service timeliness, urgent-service, and cancellation processes with route and office leadership.
Develop supervisors and technicians through coaching, field observation, regular feedback, independent learning, and group training.
Ensure the field team delivers relationship-based pest management through stellar service delivery, clear communication, and professional conduct.
Maintain appropriate inventory levels at all locations; complete orders, evaluate products, and manage materials spend to budget.
Oversee fleet management: vehicle readiness, maintenance coordination, stocking, cleanliness, acquisition planning, and expense control.
Champion safety and compliance, including vehicle standards, PPE, equipment use, respirator-fit requirements, and applicable regulatory requirements.

Financial, Customer & Team Results

Own operational results and partner with the Integrator on department planning, forecasts, budgets, and corrective actions.
Manage direct labor, technician production, gross profit, service effectiveness, and retention in line with company targets.
Establish clear weekly department and individual goals; use scorecards and coaching to help supervisors achieve their team bonus performance.
Work with the Employee Experience Manager to ensure field staff progress through the company development program.
Partner with sales, customer service, office leadership, and finance to remove operational obstacles and create an exceptional customer experience.

Key Performance IndicatorsThe Director will own the Operations Scorecard and work with the Integrator to establish and maintain targets. Initial measures include:

Service effectiveness: 96% or higher
Monthly customer retention: 98% or higher
Direct labor: 23% or less
Gross profit: 52% or higher
Service timeliness: 40 or higher
Fleet, inventory, and maintenance expense: at or below budget

Qualifications

5+ years of progressively responsible operations or service leadership experience, including leading leaders; pest management (a plus), route-based services, home services, facilities, or a similar field-service business is preferred.
Demonstrated success managing team performance, operating metrics, labor, production, customer retention, budgets, and margin.
Experience operating in EOS or a comparable accountability-driven management system is strongly preferred.
A servant-leader mindset: direct, humble, resourceful, organized, and committed to personal and professional growth.
Excellent written and verbal communication, strong judgment, and the ability to solve issues collaboratively and decisively.
Valid driver’s license and driving record that meets company standards; ability to meet company safety, screening, and certification requirements.
Ability to safely perform occasional field observations in varied environmental conditions, including navigating ladders, roofs, crawlspaces, and attics, and lifting 50+ pounds when needed.

What You GetCompensation: $80,000–$100,000 annually, depending on experience and leadership scope, plus bonus structure. Actual compensation will reflect qualifications, internal equity, and work location.
Benefits: Simple IRA with 3% match after one year; $400 toward health insurance, including dental and vision.
Perks: Company vehicle and gas card; cell phone; company computer; company-paid uniforms.
Time Off: Paid time off begins accruing on day one, plus paid holidays.
Training: Company-paid certification exams and renewals, comprehensive training, and ongoing development to keep you sharp and ahead of industry trends.

Thomas Pest Services is an EOE and drug-free workplace.

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