YJM - Director of Operations

Yellow Jacket Services (YJS) is a Chicagoland-based multi-trade property services company serving condo and homeowner association, residential, and commercial clients. Through our family of specialized trades — including Property Repair & Restore, Sewer & Drain, Fire & Safety, Janitorial, and Pest Control — we run a high-volume, multi-trade operation built on excellence in service quality, customer communication, and reliability. We invest in the people who make it run.
The Role
We’re hiring a Director of Operations to join our leadership team. You’ll be responsible for overseeing business operations, including dispatch, sales, and administrative teams that support Field Operations across the company.
What You’ll Do
Dispatch Operations & Customer Communications
Own dispatch operations end-to-end, using reporting metrics to identify operational shortfalls and drive corrective action
Build and lead a culture of outstanding communication, holding the team accountable for the highest level of service
Own customer satisfaction results, serving as the escalation path to resolve issues and protect client relationships
Sales & Business Development
Own sales team performance, set targets, and drive coaching and accountability to ensure the team hits them
Own revenue and pipeline results, using financial reports to identify trends, capture opportunities, and drive corrective action
Own the handoff between Sales and Service, ensuring successful onboarding and service excellence
Billing & Procurement
Own invoice accuracy, verifying completed work requests are billed correctly and to the highest service standard before they go out
Own staffing levels, forecasting needs based on work volume and driving recruitment to fill positions on time
Own infrastructure, technology, and equipment decisions, identifying gaps and driving procurement to keep the business moving forward
Skills & Competencies
Operations & systems management
Relationship-building and customer service
Proven track record of business development
Service level data analytics and reporting
Construction or construction adjacent experience preferred
What are the success criteria or most important metrics for this role?
Revenue and profitability exceeding target
CSAT exceeding target
AR/DSO within target
First response time and average close time exceeding target
Technician utilization exceeding target, adjusted for headcount changes
Benefits
Compensation & Benefits
Medical, dental, and vision insurance
Front-loaded PTO (paid time off)
401(k) with company match up to 4%
Company-paid short-term and long-term disability

Work arrangement
No