Director of Operations, North East

About the Role
We are seeking a results-driven Regional Operations Director to lead and scale installation services, warehouse operations, and distribution centers across the Western U.S., reporting directly to the COO. This role oversees Operations Managers and residential flooring contractor networks across multiple markets, setting the standard for operational excellence, service performance, and team accountability. The director will optimize warehouse operations across multiple satellite locations and two regional distribution centers, implementing strategies that improve efficiency, drive scalability, and elevate customer experience. The ideal candidate thrives in complex, fast-paced, multi-location environments and combines strategic leadership with hands-on execution to build high-performing teams that deliver measurable results.

Location: Virtual- Must be located in the North East
Compensation: $150,000–$175,000 base salary + performance bonus.

Scope of Leadership

• Regional Operations Oversight: Lead installation services, multiple satellite warehouses, and two regional distribution centers, ensuring operational excellence, efficiency, and scalable performance.
• Organizational Leadership: Direct Operations Managers who oversee Installation Coordinators managing crews of residential flooring contractors across markets.
• Customer & Quality Accountability: Ensure timely, high-quality flooring installations that consistently deliver exceptional customer experience.
• Operational Excellence: Drive warehouse efficiency, streamline processes, and implement best practices to optimize performance and scalability.
• Performance Accountability: Establish performance standards, monitor KPIs, and hold teams accountable for measurable business outcomes.

Key Responsibilities

• Team Excellence: Recruit, develop, and lead high-performing operations and warehouse leaders while fostering a culture of accountability, collaboration, and continuous improvement.
• Performance Management: Own operational results by establishing KPIs, dashboards, and reporting that drive transparency and continuous improvement.
• Operational Oversight: Ensure efficient warehouse and distribution center operations, maintaining inventory accuracy and reliable material availability.
• Process & Scalability: Implement standardized workflows and SOPs to support operational growth while reinforcing quality standards through active performance oversight.
• Customer Orientation: Champion a customer-first culture by improving Net Promoter Scores and expanding the volume of 5-star reviews across all reputation channels.
• Efficiency & Cost Optimization: Identify and execute opportunities to streamline operations, reduce logistics costs, and improve service delivery.
• Problem Solving: Resolve escalated operational and customer issues through data-driven root-cause analysis and corrective action.
• Expansion Leadership: Lead the launch and operational start-up of new warehouses and distribution centers to support regional growth.

Qualifications

• 10+ years of progressive operations leadership experience in installation services, field operations, logistics, or distribution.
• Proven success leading multi-location operations and regional teams at scale.
• Deep expertise in operational strategy, process improvement, and inventory management.
• Experience with ERP systems (NetSuite preferred), CRM platforms (Salesforce preferred), and performance dashboards.
• Highly analytical, with exceptional leadership, communication, and cross-functional collaboration skills.

Ideal Background

Experience in one or more of the following environments is highly valued:

• Field service or installation operations
• Home services or residential installation businesses
• Logistics, distribution, or supply chain operations
• Multi-location operational leadership roles

Benefits & Perks

• Comprehensive medical, dental, and vision coverage
• 401(k) with company match
• Paid PTO and 7 company holidays
• Company-paid life and disability insurance
• Mental health and employee assistance programs
• Maternity leave and wellness benefits