Service Director

Join a dynamic and growing Service Operations team in Lubbock, TX as a Service Director. This leadership role is responsible for ensuring the financial performance, operational stability, and service quality of the department. The Service Director will oversee a team of Dispatchers and Service Supervisors, driving measurable improvements in technician productivity, scheduling efficiency, billing accuracy, and customer satisfaction. This is an opportunity to make a significant impact on departmental profitability, operational scalability, and customer retention by enforcing standardized processes and fostering a culture of accountability. If you are passionate about operational excellence and leading high-performing teams, this role offers a rewarding career path within a supportive and results-driven organization.

Responsibilities

• Lead and manage the Service Operations department, including direct supervision of Dispatchers and Service Supervisors
• Monitor and control departmental financial performance, including gross profit margin, labor efficiency, and operational costs
• Oversee technician scheduling, dispatch workflow, and workforce deployment to align with operational demand and revenue objectives
• Enforce service quality standards, reduce repeat service events, and ensure consistent completion of service calls
• Resolve customer escalations and maintain high levels of customer satisfaction through structured escalation management
• Ensure accurate and timely completion of service documentation, billing, and invoicing processes
• Implement and maintain departmental accountability systems, including performance reviews and operational policy compliance
• Coordinate cross-functional operations with dispatch, accounting, warehouse, and executive leadership
• Identify and escalate operational, staffing, or financial risks as needed
• Support leadership development and continuous improvement initiatives within the department

Qualifications

• Proven experience in service operations management or a related leadership role
• Strong understanding of financial controls, operational performance metrics, and process improvement
• Demonstrated ability to lead, coach, and develop teams in a fast-paced environment
• Excellent organizational, communication, and problem-solving skills
• Experience with dispatch software, ERP/accounting systems, service management platforms, and reporting dashboards
• Ability to enforce accountability, manage escalations, and drive operational consistency
• Commitment to maintaining high standards of service quality and customer satisfaction