Director of Operations Insurance Driven Home Service (West/Central U.S

(5+ Years Experience Required) Remote | Full-Time We are looking for an A-player operations leader who wants to make a real impact on our company, our employees, and the clients we serve. This role is for a proven operator who enjoys leading people, taking initiative, removing friction, and improving and scaling existing systems so teams can perform at their best. You must be comfortable managing, coaching, and holding people accountable while supporting our clients and the customers they serve, and protecting the reputation weve earned as we grow. This is not a maintenance role. You will be trusted to identify problems early, develop both people and processes, and plan for and implement the operational improvements needed to support continued growth. What Youll Own People, Culture & Accountability The single most important reason our company succeeds is the reputation we have built through disciplined execution, alignment with our core values, and the strength of our team. Protecting and reinforcing that reputation is a core responsibility of this role. Lead support and develop managers and team members across assigned departments Ensure teams are trained on company values and expectations Hold leaders accountable through clear metrics, coaching, and follow-through Build a culture where people take pride in doing things the right way, even when it is uncomfortable or costly in the short term Client Care Oversight Ensure our team's daily actions always put our clients first and prioritize their needs. Operations Leadership Oversee day-to-day operations across core service delivery, revenue operations, and vendor relationships Define, build, and refine operational metrics and scorecards to drive clarity, accountability, and better decisions Ensure departments are properly staffed, trained, and operating efficiently Identify operational bottlenecks early and resolve them before they impact clients, cash flow, or reputation Plan and prepare the departments to handle growth Coordinating Own coordinator capacity, coverage, and responsiveness Ensure consistent communication standards and follow-through with clients Partner with the Coordinating Manager on performance, scheduling efficiency, and workload balance Accounts Receivable & Small Claims Oversight Lead, coach, and hold AR team members accountable to performance standards, priorities, and follow-through Own performance related to insurance collections, aging, and 60-day collection targets Oversee AR workflows, escalations, and small claims pipeline health Balance assertive collections with long-term client and adjuster relationships Ensure AR practices align with company values and reputation standards Reports & Invoicing Own report and invoice turnaround times, backlog health, and first-pass accuracy Ensure accuracy, consistency, and timeliness across all reporting and billing outputs Reduce rework, errors, and downstream billing issues Review and approve non-standard reports and invoices that fall outside normal pricing, scope, or sample volume. Vendor & Cost Control Maintain vendor costs within defined targets Ensure vendors are reliable, compliant, and aligned with company standards Source new vendors as needed for expansion Serve as the escalation point for vendor and subcontractor issues that impact service quality, timelines, cost, or reputation Metrics, Analysis & Decision-Making Define, build, and refine operational metrics and scorecards to drive clarity, accountability, and better decisions Evaluate whether processes are producing a positive return on time, cost, and effort Identify where resources are being spent without sufficient impact and recommend changes Turn incomplete or imperfect data into clear insights and decisions Provide leadership with direct, honest visibility into what is working and what is not What Were Looking For At the core, were looking for an operator who leads with integrity, accountability, and sound judgment. Someone who does the right thing even when its uncomfortable, understands that honest conversations drive growth, and takes ownership of outcomes rather than excuses. Specifically, this includes: 10+ years of operations leadership experience in a service-based, execution-driven business Proven experience leading multiple teams and managers in complex environments Comfortable leading direct, sometimes uncomfortable conversations, with a clear understanding that honesty and accountability are required to build strong teams and a trusted reputation Ability to define and use meaningful metrics to drive decisions, not just report activity Strong analytical thinking paired with decisive action Comfortable operating independently in a remote environment Direct experience in environmental or testing services is a plus, but not required. We value strong operators over niche experience. Compensation $120,000 base salary + .