Director of Operations

Title: Director of Operations

Company: Flush Fellas

About Flush Fellas:

Flush Fellas is a veteran-owned company dedicated to providing high-quality septic installation, repair, and maintenance services to our customers. We are seeking a dynamic and experienced Director of Operations to join our team to help us build sustainable, scalable, and trainable operational systems, from handling inbound customer requests, scheduling work, and dispatching crews.

Opportunity:

• The core operations of the business, from inbound customers calls and requests, to scheduling work, to dispatching crews has grow significantly more complex as we’ve scaled and increased our headcount
• We can better combine back office customer insights with feedback from our crews to form a complete view of the customer journey, driving better customer experience and higher conversion rates
• We can improve the experience of crew by creating more efficient schedules, helping respond dynamically to daily obstacles, and streamlining communication
• We can build standard operational procedures for all core business functions, improving team alignment, reducing stress, and increasing our ability to make data driven decisions

Ideal Candidate

• A hardworking, operations-focused leader that excels at multitasking, thrives in chaotic environments, simplifies complexity, builds and refines operating systems, and can lead a team to implement those systems
• Has worked at a small business, at a startup, or on a small team, giving them a valuable perspective on driving change initiatives in the fast-paced, dynamic environment of a growing organization.
• This candidate not only performed the routine functions of their role, but was a creative and autonomous driver of change management and systems building in their company.

Salary: 75-90k base with opportunities for additional compensation

Inbound Customers and Sales

Inbound customers

• Answer inbound customer phone calls during all working hours
• Respond to all inbound digital customer inquiries
• Maintain logs of customer interactions and lead source

Manage CRM of Customer Journeys

• Track and log all customer interactions
• Distinguish between different types of customers and classes of work
• Build reminder and follow-up systems for potential customers

Invoicing and billing

• Build estimates
• Collect payments from customers
• Track payment statuses and minimize outstanding receivables

Support our sales staff

• Help them track and maintain interactions in the CRM
• Support them in creating sales resources

Operations Functions

Schedule jobs and allocate resources efficiently

• Setting crew configurations
• Minimizing resource conflicts

Keep customers informed

• Scheduling, delays, and return visits

Dispatch and communicate with crews

• Assign work
• Communicate resources required and past interactions
• Collect post-job information

React dynamically to the obstacles faced

• Emergency jobs
• Delays and setbacks on larger jobs

Build robust job costing system

• Assign labor
• Allocate miles and fuel
• Track inventory

Leadership

Mentor our Crew Supervisor with conducting daily kick-off meetings

• Provide high level scheduling guidance
• Help troubleshoot crew feedback and complaints

Contribute to monthly feedback reviews for the crew

• Provide additional context from daily observations working and collecting information from the crews

Systems Building

Handling inbound customer requests

• Build and iterate standard customer conversation flows
• Build digital systems for collecting and managing inbound requests

Scheduling and allocating resources

• Build standardized decision making flows for scheduling jobs

Data Analysis

Analyze our customer journeys to improve customer experience and increase our conversion rate through the sales process

• Maintain and analyze CRM data
• Combine with qualitative insight from customer interactions
• Combine with qualitative insights from the crew

Develop a robust understanding of our fully-loaded gross margin across different classes of work

• Build automated systems for allocating labor, inventory, and fuel
• Develop a rigorous system for distinguishing between different types of work

Build and maintain a KPI dashboard

• Marketing conversion rates
• Labor utilization and efficiency
• Equipment utilization and efficiency

At Flush Fellas, we're looking for a candidate who is flexible and available to start as soon as possible. If you're ready to embark on an exciting journey with a veteran-owned company that values excellence and service, we encourage you to apply and become part of our dedicated team. Join us at Flush Fellas, where we're committed to making a difference in the lives of our customers through our septic expertise.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Application Question(s):

• Please describe your leadership style in 1-2 sentences.
• A significant portion of this role involves answering inbound customer phone calls. Are you willing to have the phone lines routed to you during your shifts?
• Do you have experience working as an early employee at a small business (<20 employees) or in a startup?

Education:

• Bachelor's (Required)

Ability to Relocate:

• Nashville, TN: Relocate before starting work (Required)

Work Location: In person

Salary : $75,000 - $90,000