Operations Director

We are seeking a hands-on Operations Director to lead and scale a high-performing inside sales and appointment-setting team within a fast-growing, AI-driven technology business serving the home services industry. In this role, you will oversee the team responsible for responding to leads, qualifying prospects, and booking onsite appointments that directly impact customer revenue. You will own daily operations, workforce planning, hiring, onboarding, coaching, and performance management while ensuring consistent execution and measurable results. Working closely with senior operations and sales leadership, you will help shape processes, establish team standards, and identify opportunities to improve efficiency and conversion rates. This is a high-ownership position in a rapidly evolving environment where decisions are implemented quickly and operational improvements have a direct commercial impact. The ideal candidate is decisive, organized, comfortable with ambiguity, and motivated by building teams and systems that deliver results.

• Proven experience managing an inside sales, appointment-setting, telemarketing, or sales floor team, with direct responsibility for people and performance outcomes.

• Experience hiring, onboarding, coaching, and managing sales representatives in a fast-paced, target-driven environment.

• A strong understanding of phone-based sales and lead conversion, including the ability to evaluate sales calls and identify specific improvements in representative behavior.

• Demonstrated ability to manage performance against measurable KPIs, such as response times, contact rates, booking rates, and appointment attendance.

• Strong workforce management and organizational skills, including scheduling, staffing coverage, attendance management, and workload planning.

• Confidence addressing performance issues, delivering direct feedback, and holding team members accountable while maintaining a productive working environment.

• Experience developing and documenting repeatable operating procedures that improve consistency and support team growth.

• Strong analytical and problem-solving abilities, with the capacity to recognize emerging issues before they significantly affect performance.

• A proactive, high-ownership mindset and the ability to make decisions, take initiative, and implement improvements without relying on a fully established playbook.

• Comfort working in a rapidly changing environment where priorities, processes, and responsibilities evolve as the business grows.

• Clear communication skills and the ability to work closely with senior leadership on operational performance and continuous improvement.

• Experience in home services, remodeling, or other businesses involving in-home appointment booking is advantageous.

• Previous experience in a startup or high-growth company is beneficial, particularly where operational processes needed to be built and refined.

• Availability and workload: Willingness to work approximately 60–70 hours per week, including some weekends, with coverage aligned to customer lead volumes and business needs.