DTC National Field Operations Manager

Are you a highly motivated, determined professional who takes ownership of their performance and thrives in a goal-driven environment?

If you’re energized by making a real difference in people’s lives, are a strong independent decision maker and have a customer-first mindset in all decisions, this role offers both purpose and performance.

The DTC National Field Operations Manager is the single accountable point for all operational delivery across the USA DTC network, ensuring that as Stiltz grows its direct-to-consumer business nationally, technical quality, installation standards, customer journey integrity, and build cost control are maintained and governed without compromise.

The role drives measurable outcomes across field execution, general contractor governance, national permitting, and installer capability development — building a scalable and repeatable operations model capable of supporting aggressive national growth.

Working in-conjunction with DTC Sales, Head of DTC Market Expansion, Central Customer Service, Supply Chain, Finance, and HR, the role operates as the operational bridge between UK Group standards and USA market execution, adapting intelligently to local realities while holding non-negotiable standards firm.

The impact of this role is felt in every installation the USA DTC business completes. It is the control point that prevents quality failure, build cost leakage, and inconsistent customer experience as the operation scales nationally.

What You’ll Do

· Field Operations Governance — Lead and manage Local Field Operations Managers across all active DTC markets, ensuring every market operates to a consistent, measurable standard with clear accountability at each level. Outcome: field performance visibility at national level, exceptions identified and resolved before they become customer issues.

· National Permitting Ownership — Define and own the national approach to permitting across all states, municipalities, and counties, ensuring local teams execute requirements through to completion. Outcome: permit cycle times tracked, delays proactively managed, no installation blocked by avoidable permitting failure.

· Technical Assessment Quality — Oversee all survey outputs, ensuring site evaluations are sufficient for permitting, structural sign-off, and field execution. Outcome: reduction in aborted installs, rework, and post-survey cost variances caused by insufficient pre-works information.

· General Contractor Control — Establish and maintain the GC and construction works control model, ensuring Stiltz retains full commercial and quality governance over all subcontracted build activity. Outcome: GC pricing and scope ownership stays with Stiltz; build cost variance tracked and within agreed parameters monthly.

· Installer Capability Development — Lead competency-based assessment and structured progression for all field personnel in collaboration with HR, replacing tenure-based advancement with formal sign-off frameworks. Outcome: all Lead Installers graded and assessed; no progression without demonstrated competency.

· Operational Performance Reporting — Monitor, analyze, and act on KPIs across all DTC field markets, delivering a monthly operational dashboard to the Consumer Operations Director. Outcome: data-driven exception management at national level; trends identified early, corrective actions owned and tracked.

· Subcontractor and Supplier Management — Manage all GC and supplier relationships nationally, setting standards, auditing quality, and ensuring Stiltz brand and safety requirements are met on every installation. Outcome: consistent installation quality regardless of which contractor delivers the work.

· Breakdown and Service Response — Define, own, and execute service recovery and escalation processes to Stiltz standards. Outcome: urgent breakdowns attended within 8 hours, non-urgent within 48 hours, SLA compliance tracked and reported nationally.

· Budget and Margin Control — Manage field operations budgets, ensuring cost efficiency and clear visibility of margin impact across build, installation, and subcontractor activity. Outcome: no uncontrolled cost overruns; Finance receives accurate, timely operational cost data each period.

· Scalable Operating Model — Build the systems, processes, and team structure required to support national DTC expansion without sacrificing standards. Outcome: a field operations model that can absorb new DTC markets without starting from scratch each time.

What We’re Looking For:

• Multi-site or national field operations management — proven track record running distributed installation or construction teams with clear accountability for quality, cost, and delivery.

• General contractor and subcontractor governance — demonstrated ability to set, audit, and enforce standards across third-party build partners while retaining Stiltz commercial and pricing control.

• Permitting and regulatory compliance — working knowledge of US state, municipal, county, and zoning permit processes, with the ability to build scalable tracking systems around them.

• Budget and build cost management — operational P&L ownership, GC cost control, and the ability to identify and close margin leakage before it becomes structural.

• Technical survey and site assessment quality — sufficient technical understanding to assess survey outputs and hold field teams accountable for quality, not just volume.

• Accountability without micromanagement — creates ownership in others, sets clear expectations, and follows through consistently without building dependency.

• Operational discipline under growth pressure — maintains standards and process rigor when rapid scaling creates the temptation to take shortcuts.

• Cross-functional influence — builds credible working relationships across Sales, Engineering, Finance, and HR without direct authority over any of them.

• Communication across all levels — equally effective with a field installer and a board-level stakeholder, without losing credibility at either end.

• 5 to 10 years of progressive field operations management experience with demonstrable accountability for quality, cost

• Proven track record managing multi-site or national field operations, including subcontractor and general contractor oversight in a construction or installation environment.

• Track record of building operational systems and processes from scratch — not just inheriting them. We are looking for someone who creates structure, not someone who manages within it.

• Experience with permitting, state and local regulatory compliance, or multi-jurisdictional operational management.

• Commercial awareness and operational budget management experience at a leadership level., and customer outcomes.

Beyond technical experience, we are looking for a values-led leader. Stiltz operates to a clear set of values — NICE (Be Nice, Integrity, Teamwork and Community, Empathy) and EASY (Effective and Efficient, Ambition for Stiltz Succession, Safe and Secure, You) — and we expect every leader in this business to demonstrate those values through their behavior, not just articulate them. The successful candidate will lead through clarity and accountability, develop others through assessed competency rather than tenure, and hold standards firm under growth pressure. Culture fit carries equal weight to technical ability in this hire.

Why You’ll Love Working Here

· Comprehensive Benefits Package: Medical, dental, vision, and life insurance.

· Time Off: 20 Days Paid Time Off AND 8 Paid Company Holidays

· Retirement Plan: 401(k) with a company match that is immediately vested.

· Collaborative Environment: Work with a team that values cooperation, efficiency, and success.

Job Details:

· Location: Bethlehem PA

· Role: Full-time

· Salary: $120,000 annually

Why Work for Stiltz Homelifts

At Stiltz Homelifts, we’re not just selling homelifts— we’re empowering individuals to age in place, providing life-changing solutions that allow people to remain independent in their homes. Our products change lives by restoring access to the full home and providing peace of mind to families across the country.

As one of the fastest-growing companies in the Lehigh Valley, Stiltz offers meaningful career opportunities for driven, result-oriented professionals who want to make an impact while building a long-term career. With an established national partner network and expanding direct-to-consumer locations across the U.S., growth is a constant.