Service Director - Operations Excellence

Job DetailsJob Location: REMOTE - Corporate Office Located in - Memphis, TN 38104Position Type: Full TimeTravel Percentage: Up to 50% Job Category: Construction
About the Role

We are seeking an experienced operations leader to drive performance, consistency, and leadership development across our service center network. As the Service Director of Operations Excellence, you will serve as a trusted partner to service center managers, traveling regularly to locations to assess operations, identify opportunities for improvement, and implement sustainable solutions that enhance performance.

This is a highly collaborative, field-focused role that combines operational expertise with leadership coaching. The ideal candidate is passionate about developing people, strengthening teams, and fostering a culture of continuous improvement. By partnering closely with leadership, you will help elevate operational excellence, build leadership capabilities, and develop a strong pipeline of talent to support the company's long-term growth and success.

Capture & Deploy Best Practices

Identify operational and leadership practices that are working well at individual locations
Document, package, and help deploy those practices across the broader network
Promote consistency in standards and expectations without stifling what makes each location effective
Champion the use of data, metrics, and accountability systems to drive decision-making

Be a Field Presence That Actually Moves the Needle

Travel to service center locations nationwide, spending meaningful time at each (not just quick walkthroughs)
Observe operations firsthand- how teams are led, how work flows, how customers are served
Build honest, trusted relationships with local managers and their teams
Identify what each location does exceptionally well and where the gaps are

Elevate Our Service Center Managers

Coach managers one-on-one on leadership effectiveness, team accountability, and performance management
Help managers strengthen the day-to-day habits that drive team performance: clear expectations, consistent follow-through, strong communication
Provide candid, constructive feedback that leaders can actually act on
Develop individualized growth plans for managers at different stages of their development

Assess & Build Our Leadership Pipeline

Evaluate emerging leaders and high-potential employees for advancement readiness
Lead succession planning efforts for service and operations leadership roles
Partner with executive leadership to identify where we need to grow talent from within- and where external hiring may be needed
Recommend promotions, developmental assignments, and targeted training where appropriate

Report Back to Executive Leadership

Provide clear, objective assessments of leadership capability and organizational health across locations
Surface risks, gaps, and opportunities that leadership needs to see- even when the message is difficult
Recommend structural or personnel changes when warranted, with supporting rationale

QualificationsExperience

7+ years of progressive operations leadership experience, with direct responsibility for managing managers
Proven track record of coaching and developing leaders- not just managing them
Background in multi-location service operations (field service, branch operations, facilities, or similar environments)
Experience conducting leadership assessments, team evaluations, or organizational effectiveness reviews
Demonstrated success implementing operational best practices across multiple locations or teams
Glass and glazing industry experience is a plus, but not required- we'll take a great leader and operator from any service-intensive industry

Skills & Capabilities

Demonstrated leadership coach and mentor with a proven ability to develop talent and strengthen leadership capabilities
Strong operational and organizational assessment skills, with the ability to quickly evaluate team dynamics, culture, and business performance
Skilled in providing constructive feedback with professionalism, credibility, and a solutions-oriented approach
Exceptional communication and facilitation skills, capable of building relationships and influencing stakeholders at all levels of the organization
Data-driven decision maker who leverages metrics and performance indicators to identify opportunities and measure results
High emotional intelligence and adaptability, with the ability to lead change initiatives and support teams through continuous improvement
Self-motivated and capable of working independently in a highly autonomous, travel-intensive environment

Travel & Work Arrangement

This role requires extensive nationwide travel- approximately 60–75% of the time.

About Binswanger Glass

Binswanger Glass offers clients glass and glazier solutions that will help restore, transform and increase the beauty of their home or commercial property. We use our 150 years of experience in the industry to provide proficient project management, expert installation, and productive teamwork to assist clients with their needs. Originally founded in 1872, Binswanger Glass is headquartered in Memphis, TN and is the largest retailer and installer of Architectural Glass and aluminum products within the construction and residential markets in the United States.

Best in Glass Benefits

Binswanger Glass offers a comprehensive benefits package for all full-time employees:

Industry-leading Compensation
Medical, Dental, and Vision Insurance Plans
401K with employer match
100% Company-paid Short-Term Disability and Life Insurance
Supplemental Life Insurance and additional Voluntary Benefits
Personal Health Advocate
Employee Assistance Program
Tuition Reimbursement
Generous Paid Time Off (PTO) including 9 annual holidays
Daily Pay

EEO/AA Employer/F/M/disabled/veterans