Job Description
About the Role
We are seeking an experienced operations leader to drive performance, consistency, and leadership development across our service center network. As the Service Director of Operations Excellence, you will serve as a trusted partner to service center managers, traveling regularly to locations to assess operations, identify opportunities for improvement, and implement sustainable solutions that enhance performance.
This is a highly collaborative, field-focused role that combines operational expertise with leadership coaching. The ideal candidate is passionate about developing people, strengthening teams, and fostering a culture of continuous improvement. By partnering closely with leadership, you will help elevate operational excellence, build leadership capabilities, and develop a strong pipeline of talent to support the company's long-term growth and success.
Capture & Deploy Best Practices
- Identify operational and leadership practices that are working well at individual locations
- Document, package, and help deploy those practices across the broader network
- Promote consistency in standards and expectations without stifling what makes each location effective
- Champion the use of data, metrics, and accountability systems to drive decision-making
Be a Field Presence That Actually Moves the Needle
- Travel to service center locations nationwide, spending meaningful time at each (not just quick walkthroughs)
- Observe operations firsthand- how teams are led, how work flows, how customers are served
- Build honest, trusted relationships with local managers and their teams
- Identify what each location does exceptionally well and where the gaps are
Elevate Our Service Center Managers
- Coach managers one-on-one on leadership effectiveness, team accountability, and performance management
- Help managers strengthen the day-to-day habits that drive team performance: clear expectations, consistent follow-through, strong communication
- Provide candid, constructive feedback that leaders can actually act on
- Develop individualized growth plans for managers at different stages of their development
Assess & Build Our Leadership Pipeline
- Evaluate emerging leaders and high-potential employees for advancement readiness
- Lead succession planning efforts for service and operations leadership roles
- Partner with executive leadership to identify where we need to grow talent from within- and where external hiring may be needed
- Recommend promotions, developmental assignments, and targeted training where appropriate
Report Back to Executive Leadership
- Provide clear, objective assessments of leadership capability and organizational health across locations
- Surface risks, gaps, and opportunities that leadership needs to see- even when the message is difficult
- Recommend structural or personnel changes when warranted, with supporting rationale
Experience
- 7+ years of progressive operations leadership experience, with direct responsibility for managing managers
- Proven track record of coaching and developing leaders- not just managing them
- Background in multi-location service operations (field service, branch operations, facilities, or similar environments)
- Experience conducting leadership assessments, team evaluations, or organizational effectiveness reviews
- Demonstrated success implementing operational best practices across multiple locations or teams
- Glass and glazing industry experience is a plus, but not required- we'll take a great leader and operator from any service-intensive industry
Skills & Capabilities
- Demonstrated leadership coach and mentor with a proven ability to develop talent and strengthen leadership capabilities
- Strong operational and organizational assessment skills, with the ability to quickly evaluate team dynamics, culture, and business performance
- Skilled in providing constructive feedback with professionalism, credibility, and a solutions-oriented approach
- Exceptional communication and facilitation skills, capable of building relationships and influencing stakeholders at all levels of the organization
- Data-driven decision maker who leverages metrics and performance indicators to identify opportunities and measure results
- High emotional intelligence and adaptability, with the ability to lead change initiatives and support teams through continuous improvement
- Self-motivated and capable of working independently in a highly autonomous, travel-intensive environment
Travel & Work Arrangement
This role requires extensive nationwide travel- approximately 60-75% of the time.
About Binswanger Glass
Binswanger Glass offers clients glass and glazier solutions that will help restore, transform and increase the beauty of their home or commercial property. We use our 150 years of experience in the industry to provide proficient project management, expert installation, and productive teamwork to assist clients with their needs. Originally founded in 1872, Binswanger Glass is headquartered in Memphis, TN and is the largest retailer and installer of Architectural Glass and aluminum products within the construction and residential markets in the United States.
Best in Glass Benefits
Binswanger Glass offers a comprehensive benefits package for all full-time employees:
- Industry-leading Compensation
- Medical, Dental, and Vision Insurance Plans
- 401K with employer match
- 100% Company-paid Short-Term Disability and Life Insurance
- Supplemental Life Insurance and additional Voluntary Benefits
- Personal Health Advocate
- Employee Assistance Program
- Tuition Reimbursement
- Generous Paid Time Off (PTO) including 9 annual holidays
- Daily Pay
EEO/AA Employer/F/M/disabled/veterans
Numbers & Facts
| Location | Memphis, TN |
| Industry | Construction |
| Company Size | 500 to 999 employees |
| Year Founded | 1872 |
| Website | http://www.binswangerglass.com/ |
About Company
Binswanger Glass was founded in 1872 when Samuel Binswanger opened a small glass store in Richmond, Virginia. The new business thrived in the reconstruction era that followed the Civil War.
Soon Samuel’s four sons joined him in business and the company began serving clients throughout the South.
The early 1900s were a time of growth. By 1903, the Richmond office could no longer handle all the business and a branch was opened in Memphis. In 1923, a second branch was opened in Houston.
The 1930s were a time of hardship. The financial crash of 1929 hit the nation hard. Everywhere men were selling apples on street corners, and “brother, can you spare a dime?” was the song of the day. Fortunately, Binswanger Glass was financially strong with the resources to withstand an economic disaster. The company was also committed to taking care of its employees and serving its customers. Although hundreds of thousands of dollars could have been saved by cutting wages, working shorter hours, and laying off employees, Binswanger chose to suffer years of losses rather than sacrifice its employees or lower its customer service standards.
Binswanger Mirror was founded in 1947. The company’s investment in people and customer service paid off. After the Depression, the company began to grow again, and in 1947, Binswanger Mirror was established to meet the increasing demands of a post-war customer base and take advantage of the building boom that followed World War II. In the 1940s, Binswanger Glass sold a full line of glass and mirror products as well as garage doors, mantels, kitchen cabinets, breakfast nooks, and exterior doors. Dealer cost for top quality folding attic stairs was $69! When Binswanger Glass celebrated its 75th anniversary in 1947, there were 13 branches in 15 southern and southwestern states.
By 1955, Binswanger had nearly 1,000 employees and 21 warehouses. By 1974, Binswanger responded to a growing need in the furniture industry by founding Glasscraft, the first company to produce heavy glass tabletops. Manufacturing operations were set up in Memphis, and soon glass tabletops were seen in prestigious homes and offices all over America. Their commitment to excellence is why Glasscraft was chosen to engrave the 57,000 names on the Vietnam War Memorial in Washington, D.C.
Today, Binswanger Glass, has 70 locations in 14 states. Binswanger Glass is one of the biggest installers of glass and glass-related products for residential and commercial use and is a major installer of Auto Replacement Glass in the country. Binswanger Glass is also a leader in glass retailing, providing framed mirrors, shower enclosures and replacement glass to the general public.
Soon Samuel’s four sons joined him in business and the company began serving clients throughout the South.
The early 1900s were a time of growth. By 1903, the Richmond office could no longer handle all the business and a branch was opened in Memphis. In 1923, a second branch was opened in Houston.
The 1930s were a time of hardship. The financial crash of 1929 hit the nation hard. Everywhere men were selling apples on street corners, and “brother, can you spare a dime?” was the song of the day. Fortunately, Binswanger Glass was financially strong with the resources to withstand an economic disaster. The company was also committed to taking care of its employees and serving its customers. Although hundreds of thousands of dollars could have been saved by cutting wages, working shorter hours, and laying off employees, Binswanger chose to suffer years of losses rather than sacrifice its employees or lower its customer service standards.
Binswanger Mirror was founded in 1947. The company’s investment in people and customer service paid off. After the Depression, the company began to grow again, and in 1947, Binswanger Mirror was established to meet the increasing demands of a post-war customer base and take advantage of the building boom that followed World War II. In the 1940s, Binswanger Glass sold a full line of glass and mirror products as well as garage doors, mantels, kitchen cabinets, breakfast nooks, and exterior doors. Dealer cost for top quality folding attic stairs was $69! When Binswanger Glass celebrated its 75th anniversary in 1947, there were 13 branches in 15 southern and southwestern states.
By 1955, Binswanger had nearly 1,000 employees and 21 warehouses. By 1974, Binswanger responded to a growing need in the furniture industry by founding Glasscraft, the first company to produce heavy glass tabletops. Manufacturing operations were set up in Memphis, and soon glass tabletops were seen in prestigious homes and offices all over America. Their commitment to excellence is why Glasscraft was chosen to engrave the 57,000 names on the Vietnam War Memorial in Washington, D.C.
Today, Binswanger Glass, has 70 locations in 14 states. Binswanger Glass is one of the biggest installers of glass and glass-related products for residential and commercial use and is a major installer of Auto Replacement Glass in the country. Binswanger Glass is also a leader in glass retailing, providing framed mirrors, shower enclosures and replacement glass to the general public.
Skills
- Architectural Servicesunmatched
- Best Practicesunmatched
- Business Operationsunmatched
- Candidate Pipelineunmatched
- Coachingunmatched
- Commercial Real Estateunmatched
- Communication Skillsunmatched
- Continuous Improvementunmatched
- Customer Support/Serviceunmatched
- Dental Insuranceunmatched
- Employee Assistance Planunmatched
- Follow Throughunmatched
- Leadershipunmatched
- Mentoringunmatched
- Metricsunmatched
- On Site Supportunmatched
- Operational Auditunmatched
- Organizational Development/Managementunmatched
- Organizational Skillsunmatched
- Performance Managementunmatched
- Performance Metricsunmatched
- Project/Program Managementunmatched
- Residential Constructionunmatched
- Sales Pipelineunmatched
- Succession Planningunmatched
- Talent Managementunmatched
- Team Playerunmatched
- Travel Planningunmatched
- Vision Planunmatched
- Willing to Travelunmatched
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