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Director Service Operations Jobs in Ohio (NOW HIRING)

Xerox

Technical Service Operations Manager

Westerville, OH · On-site

$111K - $112K/yr

Service calls, installations, etc.) and escalation issues as needed. * Manage Client Services ... Comfortable working with limited direct supervision. * Outgoing individual and well organized.

Qualdoc

Director of Service

Marietta, OH · On-site

$180K/yr

Partner with Engineering and Operations leadership on product and service improvements. * Provide strategic direction while remaining actively involved in day-to-day execution. Qualifications

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Director Service Operations information

What is a director of service operations?

A Director of Service Operations is a senior management professional responsible for overseeing the delivery and efficiency of a company's service operations. They ensure that customer service processes, support teams, and operational workflows run smoothly and effectively. Their role often includes developing strategies to improve service quality, managing budgets, leading teams, and collaborating with other departments to align service goals with overall business objectives. Directors of Service Operations play a key role in driving customer satisfaction and operational excellence within an organization.

What are the key skills and qualifications needed to thrive as a director of service operations?

To thrive as a Director of Service Operations, you need strong leadership, strategic planning, and operational management skills, typically supported by a bachelor’s or master’s degree in business or a related field. Familiarity with CRM platforms, IT service management tools, and Lean or Six Sigma certifications is commonly required. Exceptional communication, problem-solving, and change management abilities help you drive performance and foster a positive team culture. These competencies are crucial for ensuring efficient service delivery, customer satisfaction, and alignment with organizational goals.

What are some common challenges faced by a director of service operations, and how can they be effectively managed?

Directors of Service Operations often encounter challenges such as balancing customer satisfaction with operational efficiency, managing cross-functional teams, and adapting to rapidly evolving technologies. Effective management involves fostering clear communication across departments, implementing data-driven performance metrics, and encouraging a culture of continuous improvement. Regularly reviewing service processes and investing in team development can also help address bottlenecks and enhance overall service delivery.

What is the difference between Director Service Operations vs Service Manager?

AspectDirector Service OperationsService Manager
ResponsibilitiesOversees multiple service departments, develops strategic initiatives, manages large teams, and aligns service goals with company objectives.Manages daily service delivery, supervises service teams, handles customer issues, and ensures service quality at the operational level.
Required CredentialsBachelor's degree; often MBA or related certifications; extensive experience in service management.Bachelor's degree; experience in service delivery; certifications like ITIL or customer service management are common.
Work EnvironmentCorporate offices, strategic planning sessions, cross-department collaboration.On-site service centers, customer sites, operational meetings.

The main difference between a Director Service Operations and a Service Manager lies in scope and strategic focus. The Director oversees multiple departments and aligns service strategies with business goals, while the Service Manager handles day-to-day service delivery and customer interactions. Both roles require relevant experience and certifications, but the Director's role is more strategic and leadership-oriented.

What are the most commonly searched types of Service Operations jobs in Ohio?

The most popular types of Service Operations jobs in Ohio are:

What are popular job titles related to Director Service Operations jobs in Ohio?

For Director Service Operations jobs in Ohio, the most frequently searched job titles are:

What job categories do people searching Director Service Operations jobs in Ohio look for?

The top searched job categories for Director Service Operations jobs in Ohio are:

What cities in Ohio are hiring for Director Service Operations jobs?

Cities in Ohio with the most Director Service Operations job openings:

Director Service Operations jobs near you
Infographic showing various Director Service Operations job openings in Ohio as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 15% Part Time, and 5% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution.

Director of Service Operations

Comfort Systems USA

Cincinnati, OH • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 12 days ago

Comfort Systems USA rating

7.4

Company rating: 7.4 out of 10

Based on 75 frontline employees who took The Breakroom Quiz

137th of 283 rated repair and maintenance companies

Job description

Director of Service Operations
Commercial HVAC Service | Comfort Systems USA Ohio- Cincinnati
Comfort Systems USA Ohio is seeking an experienced Director of Service Operations to lead the operational performance of our commercial HVAC Service business in Cincinnati.
This leadership role is responsible for the day-to-day execution, financial performance, customer experience, and development of the Service organization. The Director provides leadership and direction to the Service Manager, who leads field technicians, and the Service Administration Manager, who oversees dispatch, scheduling, customer support, billing readiness, and administrative operations.
Working closely with the Service Sales Manager and other business leaders, the Director will ensure customer commitments are met, resources are aligned with demand, and service operations support profitable growth.
This opportunity is well suited for an experienced commercial HVAC service leader who understands both the field and business sides of service operations and enjoys developing people, improving processes, and solving operational challenges.
Key Responsibilities
  • Lead the overall execution and performance of the commercial HVAC Service department, with accountability for safe, efficient, customer-focused, and profitable operations.
  • Provide leadership, coaching, and direction to the Service Manager and Service Administration Manager while establishing clear expectations and accountability for results.
  • Oversee the coordination of field operations, dispatch, scheduling, customer communication, purchasing, billing readiness, and administrative support.
  • Manage departmental financial performance, including budgets, forecasts, labor productivity, utilization, overtime, gross margin, backlog, work-in-progress, and service agreement profitability.
  • Partner with the Service Sales Manager to ensure service agreements, repairs, quoted work, emergency service, warranty work, and customer commitments are executed effectively.
  • Evaluate staffing levels, workload, and operational capacity to ensure resources are aligned with customer demand and business needs.
  • Use operational data and KPIs to identify performance trends, address challenges, and improve productivity, profitability, and service delivery.
  • Develop and improve processes that strengthen scheduling, technician productivity, communication, job closeout, billing readiness, and overall customer experience.
  • Serve as a leadership escalation point for significant customer concerns and operational issues while supporting long-term customer relationships.
  • Build a strong culture of safety, accountability, teamwork, and employee development in partnership with Safety, HR, Sales, Accounting, and executive leadership.

What Success Looks Like
During the first year, the Director of Service Operations will:
  • Establish clear expectations, accountability, and performance measures across field and service administration leadership.
  • Improve coordination between technicians, dispatch, administration, sales, and other business functions to create a more consistent customer experience.
  • Strengthen visibility into labor utilization, profitability, backlog, service agreement performance, and other key operational measures.
  • Identify and implement practical process improvements that increase efficiency, productivity, and timely job closeout and billing readiness.
  • Develop Service leadership and employees while building a collaborative, accountable, and safety-focused team.

Qualifications and Experience
  • Bachelor's degree in Business, Construction Management, Engineering, Mechanical Systems, or a related field, or equivalent industry experience.
  • Minimum of 7 years of progressive leadership experience in commercial HVAC or mechanical service operations.
  • Demonstrated experience leading both field and office service operations.
  • Strong understanding of commercial HVAC service, preventative maintenance agreements, repair operations, scheduling, dispatch, and customer support.
  • Experience managing departmental budgets, forecasting, P&L performance, labor planning, and operational KPIs.
  • Proven ability to lead managers, develop employees, manage performance, and build effective teams.
  • Strong financial and operational judgment with experience using data to identify issues and make informed business decisions.
  • Excellent communication, customer relationship, coaching, conflict resolution, and organizational skills.
  • Experience with a commercial mechanical contractor or multi-trade service organization is preferred.
  • Knowledge of building automation systems, integrated building services, ERP systems, or field service management platforms is helpful but not required.

Compensation, Benefits, and Work Arrangement
  • Competitive salary based on experience
  • Performance-based incentive opportunities
  • Medical, dental, and vision insurance
  • 401(k) with company match
  • Paid time off and company holidays
  • Company-paid life insurance and disability benefits
  • Professional and leadership development opportunities

About Comfort Systems USA Ohio
Comfort Systems USA Ohio provides commercial HVAC, mechanical, building automation, security, and integrated building solutions to customers throughout Ohio.
As Director of Service Operations, you will have a meaningful role in shaping how our Service organization operates, develops its people, supports its customers, and delivers strong business results.

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