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Simplex Area Field Operations Director in Austin, Texas

Our client is a well-funded, pandemic-proof, consumer home services startup that is growing rapidly in Austin and soon, nationwide. As their Area Director, you will have the opportunity to lead their field operations, drive the growth, and shape their future in the Greater Austin market. This will include P&L responsibility, mentoring/coaching of our Home Managers and developing our already strong presence in the Austin market. You will work with other members of our leadership team as we refine processes and pilot/add new services.

The ideal candidate for this role has experience managing a large and growing team in an operationally-intensive, territory-based model. The right candidate is passionate about mentoring and coaching team members to develop a pipeline of leadership talent from within a company. This will include managing around a clearly defined set of KPIs to drive performance and accountability across their team. They will also ideally have experience refining, creating and clearly communicating processes as we continue to develop our capabilities and expand our services.

Core Responsibilities:

  • Coach and mentor Field Staff / Home Managers to help them deliver the best possible service to our customers and help them grow within our company.

  • Manage our operations in the Greater Austin market with responsibility for overall performance and P&L for the region.

  • Keep score! Implement and manage KPIs related to region performance. Average response times, resolution times, lead time for customer bookings.

  • Ensure timely and quality onboarding of new customer homes.

  • Develop relationships with the best local contractors that we use to complement our core home maintenance service offering.

  • Manage any customer service escalations to ensure our customers receive the best possible level of service.

  • Jumping in, rolling sleeves up and doing whatever it takes to ensure the success of the Greater Austin territory

Qualifications:

  • Minimum of 5-7 years leading a geography or region in a territory-based operational model. Franchise / Multi-Unit experience is helpful but does not need to be brick and mortar. Our service is delivered at customer homes.

  • Leadership of teams of 5 or more along with a passion for coaching / mentorship.

  • Loves keeping score - metrics / data / KPI driven.

  • Ability to effectively utilize CRM and other customer service tools to track and improve performance using real-time data.

  • Strong verbal and written communication skills.

  • Bachelor’s Degree in Operations or Business strongly preferred.

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