Director of Operations

At Ace Handyman Services, we believe homeowners deserve a professional, reliable home repair experience from the very first phone call to the final walkthrough. We have served South Central Pennsylvania for more than two decades, building our reputation on trust, quality, and exceptional service. As we prepare to scale our operations across multiple regional locations, we need an operational leader to help us build the teams and systems to support this growth.

We are seeking a Director of Operations to lead our daily business activities, build high-performing teams, and drive operational excellence. This is not an administrative office manager position. It is a strategic leadership role where you will work directly with ownership to coach employees, optimize processes, monitor key performance metrics, and build one of the premier home services organizations in Central Pennsylvania.

If you are passionate about developing people, solving complex operational puzzles, and building scalable systems, this role offers the autonomy and support you need to make a lasting impact.

What Success Looks Like

Your primary objective is to maintain an outstanding experience for both our customers and our employees while driving business efficiency. On a daily basis, you will lead our office team, coach customer service representatives (CSRs), optimize scheduling, and collaborate with field leadership to ensure our craftsmen are utilized effectively.

Within your first year, success in this role will look like:

• A Highly Engaged Team: Building a collaborative, accountable office environment where team members feel supported and clear on their goals.

• Optimized Operations: Raising technician utilization rates and reducing project downtime through highly efficient scheduling practices.

• Improved Sales Performance: Coaching CSRs to improve phone call conversion and booking rates.

• Scalable Systems: Documenting clear Standard Operating Procedures (SOPs) and establishing KPI-driven scorecards to prepare the business for future growth.

• EOS Integration: Supporting the leadership team in implementing the Entrepreneurial Operating System (EOS) across the organization.

Key Responsibilities

Leadership & Team Development

• Lead, coach, and develop the office support team through regular feedback and one-on-one meetings.

• Foster a culture of high performance, accountability, and continuous improvement.

• Assist with recruiting, onboarding, and training new office staff as we expand.

• Facilitate productive weekly team meetings to align objectives.

Scheduling & Operations

• Oversee daily scheduling to ensure the right craftsman is assigned to the right job, maximizing overall labor utilization.

• Coordinate closely with Field Leadership to maintain a smooth flow of work and resolve daily operational bottlenecks.

• Monitor overall production capacity and adjust schedules to accommodate changing demand.

Customer Experience & CSR Coaching

• Ensure the office team delivers consistent, professional communication at every stage of the customer journey.

• Review recorded customer calls-utilizing modern AI coaching tools-to help Customer Service Representatives improve call quality and booking percentages.

• Monitor customer satisfaction metrics, manage online reviews, and professionally resolve escalated customer concerns.

Process Improvement & Financial Oversight

• Create, refine, and enforce Standard Operating Procedures (SOPs) to ensure consistent service delivery.

• Track and analyze operational reports, productivity metrics, and labor utilization to support business profitability.

• Utilize structured business frameworks to maintain operational discipline and help guide strategic planning.

What You Bring to the Role

Required Qualifications

• Leadership Experience: At least 5 years of experience leading, managing, and coaching teams to meet performance goals.

• People Development: A proven track record of coaching employees, improving individual performance, and fostering professional growth.

• Analytical Approach: Experience tracking and managing operational metrics (KPIs) to drive business decisions.

• Communication & Organization: Strong verbal and written communication skills, with the ability to manage multiple priorities calmly under pressure.

Preferred Qualifications

• Experience in home services, construction, retail operations, or multi-location business management.

• Familiarity with industry-specific software, particularly ServiceTitan.

• Experience working within the Entrepreneurial Operating System (EOS) framework.

• Experience using modern business technology, including AI-driven call coaching or evaluation tools.

Why Join Us?

This is an opportunity to influence the strategic direction of a well-established, growing local business. You will work directly with the owners, giving you a high degree of visibility and the ability to make a meaningful impact on our employees, our customers, and the local communities we serve. We believe in continuous learning, professional development, and rewarding the leadership that helps our business thrive.

How to Apply

If you are a decisive, curious, and people-focused leader ready to help us scale, we would love to hear from you. Please submit your resume along with a brief cover letter explaining why this role is the right next step for your career.

Note: To help us get to know you better, please include your salary requirements and any work-style or personality assessments you have completed (such as Kolbe A, DISC, or Working Genius) with your application.