Remote Business Operations Director

Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement. Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. There’s nothing more fundamental to life on Earth than water. At Culligan, we believe transforming water can transform the world. That's why

we offer
expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love. Customers come first The Business Operations Director, Field Service serves as a key strategic leader within the National Field Service organization, partnering closely with the National Vice President, Field Service to drive operational excellence, business performance, compliance, and continuous improvement across the enterprise. This role is responsible for leading the systems, processes, analytics, governance, and operational disciplines that enable the Field Service organization to achieve its strategic objectives related to safety, customer experience, productivity, quality, workforce effectiveness, and financial performance. The Business Operations Director provides leadership and direction to Regional Operations Managers (ROMs) while serving as the operational steward of the Culligan Business System (CBS) for the Field Service Organization. Through data-driven decision making, performance management, and cross-functional collaboration, this position translates organizational goals into actionable initiatives that improve service delivery, reduce operational risk, and drive sustainable business results. The ideal candidate combines strong business acumen, operational leadership, analytical expertise, and change management capabilities to create alignment between field operations, strategic priorities, and enterprise objectives.

Key Responsibilities
- Business Performance Management & Analytics Business Performance Management & Analytics Own the monitoring and governance of key performance indicators (KPIs) across the Field Service organization. Analyze operational and financial performance trends to identify opportunities, risks, and corrective actions. Lead the development of dashboards, scorecards, and operational review materials for the Field Service leadership team and assist in developing Root Cause/Countermeasures as needed. Support the National Vice President of Field Service to drive accountability for performance results through structured business reviews and action planning processes. Partner with functional leaders to identify root causes of performance gaps and implement sustainable solutions. Monitor organizational performance related to: Backlog management Customer satisfaction and Net Promoter Score (NPS) Service quality and first-time fix rates Safety performance Revenue realization and cost management Budget performance and operational efficiency Provide strategic leadership and operational direction to Regional Operations Managers to ensure performance consistency across all service regions. Develop and enforce enterprise-wide operational governance, performance standards, and accountability mechanisms through a comprehensive audit strategy that drives compliance, consistency, and continuous improvement. Lead cross-functional initiatives and projects that improve service delivery, operational efficiency, and customer outcomes. Ensure field operations are aligned with organizational objectives, customer commitments, and service standards. Evaluate organizational capacity and workforce planning strategies to anticipate future business needs. Partner with Operations, Sales, Supply Chain, Customer Care, Finance, HR, Learning & Development, and EHS teams to drive enterprise-wide operational effectiveness. Serve as a trusted advisor to the National Vice President of Field Service on operational strategy, risk mitigation, organizational design, and performance improvement initiatives.