Director of Operations – Insurance Driven Home Service (West/Central U.S., Experience Required)

(5+ Years Experience Required) Remote | Full-Time We are looking for an A-player operations leader who wants to make a real impact on our company, our employees, and the clients we serve. This role is for a proven operator who enjoys leading people, taking initiative, removing friction, and improving and scaling existing systems so teams can perform at their best. You must be comfortable managing, coaching, and holding people accountable while supporting our clients and the customers they serve, and protecting the reputation we’ve earned as we grow. This is not a maintenance role. You will be trusted to identify problems early, develop both people and processes, and plan for and implement the operational improvements needed to support continued growth. What You’ll Own People, Culture & Accountability The single most important reason our company succeeds is the reputation we have built through disciplined execution, alignment with our core values, and the strength of our team. Protecting and reinforcing that reputation is a core responsibility of this role. • Lead support and develop managers and team members across assigned departments • Ensure teams are trained on company values and expectations • Hold leaders accountable through clear metrics, coaching, and follow-through • Build a culture where people take pride in doing things the right way, even when it is uncomfortable or costly in the short term Client Care Oversight • Ensure our team's daily actions always put our clients first and prioritize their needs. Operations Leadership • Oversee day-to-day operations across core service delivery, revenue operations, and vendor relationships • Define, build, and refine operational metrics and scorecards to drive clarity, accountability, and better decisions • Ensure departments are properly staffed, trained, and operating efficiently • Identify operational bottlenecks early and resolve them before they impact clients, cash flow, or reputation • Plan and prepare the departments to handle growth Coordinating • Own coordinator capacity, coverage, and responsiveness • Ensure consistent communication standards and follow-through with clients • Partner with the Coordinating Manager on performance, scheduling efficiency, and workload balance Accounts Receivable & Small Claims Oversight • Lead, coach, and hold AR team members accountable to performance standards, priorities, and follow-through • Own performance related to insurance collections, aging, and 60-day collection targets • Oversee AR workflows, escalations, and small claims pipeline health • Balance assertive collections with long-term client and adjuster relationships • Ensure AR practices align with company values and reputation standards Reports & Invoicing • Own report and invoice turnaround times, backlog health, and first-pass accuracy • Ensure accuracy, consistency, and timeliness across all reporting and billing outputs • Reduce rework, errors, and downstream billing issues • Review and approve non-standard reports and invoices that fall outside normal pricing, scope, or sample volume. Vendor & Cost Control • Maintain vendor costs within defined targets • Ensure vendors are reliable, compliant, and aligned with company standards • Source new vendors as needed for expansion • Serve as the escalation point for vendor and subcontractor issues that impact service quality, timelines, cost, or reputation Metrics, Analysis & Decision-Making • Define, build, and refine operational metrics and scorecards to drive clarity, accountability, and better decisions • Evaluate whether processes are producing a positive return on time, cost, and effort • Identify where resources are being spent without sufficient impact and recommend changes • Turn incomplete or imperfect data into clear insights and decisions • Provide leadership with direct, honest visibility into what is working and what is not What We’re Looking For At the core, we’re looking for an operator who leads with integrity, accountability, and sound judgment. Someone who does the right thing even when it’s uncomfortable, understands that honest conversations drive growth, and takes ownership of outcomes rather than excuses. Specifically, this includes: • 10+ years of operations leadership experience in a service-based, execution-driven business • Proven experience leading multiple teams and managers in complex environments • Comfortable leading direct, sometimes uncomfortable conversations, with a clear understanding that honesty and accountability are required to build strong teams and a trusted reputation • Ability to define and use meaningful metrics to drive decisions, not just report activity • Strong analytical thinking paired with decisive action • Comfortable operating independently in a remote environment Direct experience in environmental or testing services is a plus, but not required. We value strong operators over niche experience. Compensation • $120,000 base salary + Quarterly Bonus (Up to 40% for exceptional performance) • Quarterly performance bonus tied to clearly defined operational and company metrics • Total compensation opportunity varies based on performance • Benefits include health insurance, paid time off, and professional development support Who This Role Is For • A-players who want ownership without politics • Operators who care about people, numbers, and reputation • Leaders who take pride in building strong teams and durable systems Who This Role Is Not For • First-time managers • Candidates seeking immediate P&L ownership • Anyone looking for a sales, marketing, or hands-off executive role Role Scope & Growth Path This role is focused on operational execution, not P&L ownership. As the company continues to scale, a General Manager role will be introduced to own full business performance. When that role exists, the Director of Operations will partner closely with it while remaining focused on operational excellence. For the right person, there is long-term growth potential into broader leadership responsibilities, but this role is not designed as a placeholder or automatic promotion. Job Type: Full-time Pay: $120,000.00 - $130,000.00 per year Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Professional development assistance Application Question(s): • What does your ideal role look like over the next 3–5 years, and what type of problems do you most want to be responsible for solving? • Describe the most complex operations you’ve led. How did you manage performance day-to-day, what management approach did you take, and what were you ultimately accountable for? • How would you describe yourself and or tell us a joke. • Please describe your experience working in home services (e.g., restoration, HVAC, plumbing, roofing, mitigation, inspections, insurance-driven work). Include the types of companies you’ve worked with and your role. Work Location: Remote Apply tot his job