Regional Director of Operations

We're hiring a Regional Director of Operations to lead service delivery across our Texas region. This hands-on leadership role is accountable for the people, processes, performance, and financial health that support a high-quality client experience across North, South, and Central Texas.

You'll lead service desk and field teams, manage operational performance, and use key metrics such as SLA attainment, resolution times, client satisfaction, retention, and queue health to identify issues, remove barriers, and drive continuous improvement.

This role is ideal for an operational leader who can bring consistency to a growing region, coach teams toward stronger performance, and translate service data into better client outcomes. If you've led a service delivery operation, are comfortable working in a PSA-driven environment, and enjoy building teams that consistently deliver, we should talk!

What Makes You Successful Here

Decisive and accountable. You make informed decisions, own the outcome, and use process to drive results.
Data-driven. You lead with the numbers and use them to coach, prioritize, and improve.
Client-obsessed. You measure success by what the client experiences, not by dashboard performance alone.
Builder-minded. You are as comfortable improving a broken process as you are leading a healthy one.
Team-first. You grow people, build trust, and create accountability through clarity and consistency.

If you're looking for a role where you can lead a region, shape the operating rhythm, and directly influence both client outcomes and team performance, this is an opportunity to make a visible impact.

Key Responsibilities

Service Delivery and Operational Performance

• Lead end-to-end service delivery for the Texas region, including regional engineering and field technician operations.
• Drive performance against SLA, first-response, resolution-time, and ticket-quality targets.
• Coordinate closely with dispatch and service desk teams to keep work moving efficiently into the region.
• Use PSA data, BMS, and operational dashboards to monitor queue health, identify bottlenecks, and resolve issues before they affect clients.
• Maintain consistent operating procedures, escalation paths, and quality standards aligned with The 20's national delivery model.

Team Leadership and Development

• Lead, coach, and develop Service Delivery Managers, regional engineers, and field technicians.
• Set clear expectations, establish a regular performance-review cadence, and hold teams accountable to results.
• Manage regional hiring, onboarding, and capacity planning to support client demand.
• Build a culture of ownership, technical excellence, accountability, and client-first thinking.

Client Experience and Retention

• Serve as the senior operational escalation point for the region's most critical client issues.
• Partner with Account Management to protect and grow client relationships, address at-risk accounts, and demonstrate value through QBRs and proactive service reviews.
• Turn client feedback and service data into specific operational improvements.

Financial and Operational Ownership

• Oversee the operational P&L for the Texas region, including labor utilization, staffing efficiency, and cost-to-serve.
• Manage regional resourcing and scheduling to balance service quality, team capacity, and margin.
• Identify and implement process improvements that increase efficiency without compromising the client experience.

Cross-Regional Collaboration

• Partner with regional operations leaders and central service delivery leadership to share best practices and drive consistency nationwide.
• Contribute to company-wide initiatives related to tooling, automation, process standardization, and continuous improvement.

Required Qualifications

• 7+ years of service delivery or IT operations experience, including 5+ years leading teams, ideally in an MSP, IT services, or managed services environment.
• Proven experience running a service operation against defined SLAs and performance metrics, with a track record of improving results over time.
• Hands-on familiarity with a PSA platform such as BMS/Kaseya, ConnectWise, Autotask, or similar, and with ticket-driven service delivery.
• Strong people-leadership skills, including hiring, coaching, performance management, and building accountable teams.
• Demonstrated ownership of operational metrics and, ideally, regional or departmental P&L.
• Excellent communication skills with clients, technicians, managers, and executive leadership.
• Based in or able to relocate to the Dallas–Fort Worth area, with the ability to work on-site at the Plano HQ.

Preferred Qualifications

• Experience in a multi-region or multi-site service delivery organization.
• Familiarity with the broader MSP toolset, including RMM, documentation, security, and CRM platforms.
• Experience scaling operations through process standardization and automation.
• Relevant certifications, such as ITIL, PMP, or equivalent, are a plus but not required.

Benefits

• Comprehensive benefits, including medical, dental, vision, supplemental coverage, and HSA/FSA options.
• Competitive 401(k) participation with up to a 4% contribution match.
• Certification reimbursement to support continued development.
• Meaningful opportunities for advancement within a growing organization.
• A culture built on drive, accountability, collaboration, and excellence.