Director of Operations

American Alarm & Communications•Arlington, MA

6d•$145 - $180

About The Position

The Director of Operations is accountable for designing, implementing, and enforcing scalable, repeatable, and measurable operational processes across the organization. This role leads day-to-day operations for installation, service, monitoring, and customer support while ensuring all activities are executed through clearly defined procedures, performance metrics, and control mechanisms. This position requires frequent travel between branches and field locations to directly observe operations, validate process compliance, coach leaders, and ensure consistent execution of standards. The Director of Operations translates strategic objectives into disciplined workflows, accountability systems, and continuous improvement initiatives that drive efficiency, quality, safety, and profitability across a multi-branch environment. This position serves as the organization’s operational architect. ensuring work is performed consistently, measured accurately, improved continuously, and aligned with business goals.

Requirements

10–15+ years of progressive experience in operations management or process-driven leadership roles.
5+ years in a senior operations leadership role (Director level or equivalent) with responsibility for multi-location operations, SOP development, and KPI-driven management.
Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field required.
Manual dexterity and sitting are required in carrying out own responsibilities (i.e., use of personal computers).
Ability to efficiently operate all job-related office equipment.
Ability to communicate via telephone and work in virtual teams.
Ability to work in a dynamic environment.
Ability to work in a traditional professional office setting.
Ability to lift 5 -10lbs.

Nice To Haves

Experience in security, technology, field services, or other operationally complex, regulated environments preferred.
Master’s degree preferred.
Preferred, based on industry requirements.

Responsibilities

Establishing and maintaining standardized operating processes across all operational functions.
Driving execution discipline through SOPs, KPIs, audits, and performance reviews.
Ensuring operational scalability, compliance, and quality through structured governance.
Leading continuous improvement initiatives grounded in data and process analysis.
Developing operational leaders who manage through systems, metrics, and accountability.
Managing operational costs, vendor performance, and resource utilization.
Design, document, and maintain end-to-end operational processes for installation, and branch operations.
Establish and enforce standard operating procedures (SOPs), work instructions, and role-specific playbooks.
Ensure all operational processes are version-controlled, communicated, trained, and consistently executed companywide.
Create process governance structures, including review cycles, change management protocols, and approval workflows.
Lead regular operational audits to verify process adherence and identify gaps, risks, or inefficiencies.
Own the operational process roadmap, ensuring processes evolve with growth, technology changes, and strategic priorities.
Define and implement clear KPIs, SLAs, and operational scorecards for all operational teams.
Establish cadence-based performance reviews (daily, weekly, monthly) to monitor execution, quality, productivity, and compliance.
Analyze operational data to identify root causes of performance variance and drive corrective actions.
Ensure performance metrics are transparent, actionable, and directly tied to operational goals and customer outcomes.
Hold leaders accountable for results through structured performance management and escalation frameworks.
Oversee daily operational execution across all branches, ensuring consistent service delivery and customer experience.
Ensure operational capacity planning aligns with demand forecasts, sales pipelines, and customer expectations.
Maintain a regular on-site and field presence to validate execution, coach leaders, and reinforce standards.
Ensure operational readiness for new products, services, technologies, and market expansions.
Lead continuous improvement initiatives using structured methodologies (Lean, Six Sigma, PDCA, or similar).
Identify waste, bottlenecks, rework, and failure points across workflows and implement corrective and preventive actions.
Standardize best practices and replicate high-performing processes across all locations.
Track and quantify improvement initiatives, including cost savings, productivity gains, quality improvements, and cycle-time reductions.
Foster a culture where process improvement is expected, measured, and rewarded.
Partner with Technology and IT to ensure operational systems support standardized processes and real-time visibility.
Lead system implementation and optimization efforts related to dispatching, monitoring, reporting, inventory, and workforce management.
Ensure data integrity and process alignment across operational platforms.
Drive automation initiatives that reduce manual effort, errors, and variability.
Ensure all operational processes comply with industry regulations, state licensing requirements, safety standards, and internal quality controls.
Embed compliance and safety requirements directly into SOPs, training programs, and audits.
Oversee incident reporting, root-cause analysis, and corrective action plans.
Maintain documentation and audit readiness for regulatory and internal reviews.
Lead and develop operational managers who manage through processes, metrics, and accountability, not individual heroics.
Ensure all leaders conduct structured one-on-one meetings with their direct reports at least monthly, with documented outcomes.
Implement standardized onboarding, training, and certification programs tied to operational roles and processes.
Support workforce planning, succession planning, and leadership development to ensure operational continuity and scalability.
Reinforce a culture of ownership, discipline, transparency, and continuous improvement.
Develop and manage operational budgets aligned with process-driven efficiency targets.
Monitor labor, material, and vendor costs through standardized reporting and variance analysis.
Identify cost-reduction opportunities through process optimization rather than service degradation.
Evaluate and manage vendor performance using defined metrics, SLAs, and scorecards.
Ensure purchasing, inventory, and supply chain processes are standardized and controlled.
Collaborate with Sales to align operational capacity, installation readiness, and customer onboarding processes.
Partner with Customer Service to ensure seamless handoffs, escalation paths, and resolution workflows.
Work with Finance to ensure operational reporting supports forecasting, margin management, and cost control.
Act as an operational stakeholder in product selection, system design, and supply chain decisions.
Perform other job-related duties as assigned.