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Director of Operations

3 weeks ago

Glendale, AZ, United States Bumble Bee Home Services Full time

Bumble Bee Home Services is seeking an experienced Director of Operations to oversee and optimize day-to-day operations across our home services divisions, including HVAC, plumbing, electrical, and drains, call center, fleet and marketing. This role is critical to ensure operational efficiency, service excellence, team performance, and profitable growth.

The Operations Manager will work closely with ownership and department leaders to align people, processes, and performance while maintaining Bumble Bee's five-star customer experience.

Key Responsibilities

Operational Leadership

  • Oversee daily operations across all service departments to ensure efficiency, consistency, and profitability.
  • Oversee call center operations, call board and staffing
  • Implement and enforce operational systems, policies, and standard operating procedures (SOPs).
  • Monitor KPIs including revenue, efficiency, close rates, callbacks, customer satisfaction, and technician productivity.
  • Identify operational gaps and drive continuous improvement initiatives
Team Management & Development
  • Lead, coach, and support department managers, supervisors, and team lead.
  • Ensure proper staffing, scheduling, and workload balance across departments.
  • Drive accountability, performance standards, and professional development.
  • Partner with leadership on hiring, onboarding, training, and retention strategies.
Customer Experience & Quality Control
  • Ensure consistent delivery of Bumble Bee's five-star customer experience.
  • Monitor customer feedback, reviews, and complaints; implement corrective actions when needed.
  • Reduce callbacks, rework, and service failures through quality control measures.
Financial & Performance Oversight
  • Collaborate with ownership and finance on budgets, forecasts, and revenue targets.
  • Oversee payroll and manage overtime with department leads
  • Track labor efficiency, job costing, margins, and operational expenses.
  • Ensure pricing, sales processes, and production goals align with company targets.
Scheduling, Dispatch & Workflow
  • Oversee dispatch, scheduling, and routing to maximize efficiency and response times.
  • Ensure strong communication between dispatch, field teams, and management.
  • Support high-performing dispatch and CSR teams with clear expectations and processes.
Systems, Compliance & Safety
  • Ensure compliance with licensing, safety regulations, insurance, and company policies.
  • Oversee vehicle, equipment, and inventory management.
  • Maintain accurate documentation, reporting, and CRM usage across teams.
Leadership Collaboration
  • Serve as a key member of the leadership team, providing operational insight and recommendations.
  • Align departmental goals with company vision and growth objectives.
  • Lead by example, reinforcing Bumble Bee's culture, values, and standards.
Qualifications & Experience
  • 5+ years of operations or management experience in the home services industry (HVAC, plumbing, electrical, or similar).
  • Proven success managing multiple departments or large teams.
  • Strong understanding of field operations, dispatch, sales, and customer service.
  • Experience working with KPIs, CRM systems, and operational reporting.
  • Excellent leadership, communication, and problem-solving skills.
  • Ability to thrive in a fast-paced, growth-oriented environment.
  • Sales experience
Compensation & Benefits
  • Competitive salary based on experience to be discussed at interview
  • Performance-based bonus opportunities
  • Medical, dental, and vision insurance
  • 401(k) with company match
  • Paid time off and paid holidays
  • Company vehicle and tools (as applicable)
  • Ongoing leadership training and career development

Why Bumble Bee Home Services?

At Bumble Bee Home Services, we're building more than a company we're building a high-performing team and a trusted brand. We value integrity, accountability, and growth, and we empower our leaders to make an impact.

Lead Operations. Drive Results. Build Something That Lasts.

If you're a proven operations leader ready to take ownership and help scale a five-star home services company, we want to hear from you.