Job Description

The Director of Service leads the planning and day-to-day execution of service delivery operations, including Service Coordination (scheduling/dispatch) and field service activities. This role is responsible for driving efficient, high-quality, and customer-focused service by improving workforce planning, optimizing scheduling processes, and supporting strong field performance. The Director partners cross-functionally to enhance operational consistency, service outcomes, and overall customer experience.

Why join us:
Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation: We offer highly competitive compensation and a total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

What you’ll do:
Strategic Leadership
• Define and execute the service operations strategy aligned with organizational goals.
• Establish long-term workforce planning, capacity management, and service delivery models.
• Drive initiatives to improve efficiency, scalability, and service quality.
• Lead transformation efforts, including systems, tools, and process optimization.
Operational Oversight
• Oversee end-to-end service operations, including scheduling/dispatch and field execution.
• Ensure optimal alignment between customer demand, Service Coordinator scheduling, and technician capacity.
• Monitor and improve key operational metrics such as technician utilization, SLA adherence, and service turnaround times.
• Ensure consistency and standardization across service coordination and field service teams.
Leadership & Team Development
• Lead and develop managers (e.g., Manager of Service Coordination) and broader service teams.
• Build a high-performing leadership pipeline through coaching, mentoring, and succession planning.
• Drive a culture of accountability, collaboration, and continuous improvement.
• Establish clear goals, performance expectations, and development plans across teams.
Scheduling & Workforce Optimization
• Oversee scheduling strategy and policies to ensure efficient dispatching and routing.
• Partner with field leadership to balance workload, technician skills, and geographic coverage.
• Leverage data analytics to forecast demand and optimize workforce utilization.
• Champion tools and technologies that support intelligent scheduling and automation.
Customer Experience & Service Excellence
• Ensure exceptional customer service through timely, accurate, and professional service delivery.
• Define and monitor customer experience standards across scheduling and field service interactions.
• Address systemic service issues and lead root cause analysis for escalations.
• Drive initiatives to improve customer satisfaction and retention.
Data, Metrics & Continuous Improvement
• Establish and monitor KPIs and dashboards to track service performance.
• Use data-driven insights to identify trends, gaps, and opportunities for improvement.
• Lead continuous improvement initiatives (Lean, Six Sigma, or similar methodologies).
• Report performance, risks, and strategic recommendations to senior leadership.
Cross-Functional Collaboration
• Partner with Customer Service, Sales, Operations, IT, and Supply Chain teams to ensure seamless service delivery.
• Align service operations with business growth strategies and customer commitments.
• Collaborate on system enhancements, process changes, and new service offerings.
Compliance & Risk Management
• Ensure adherence to regulatory requirements, safety standards, and company policies.
• Oversee quality assurance processes across scheduling and field execution.
• Mitigate operational and customer risks through proactive planning and governance.

What you bring:
Education & Experience
• Bachelor’s degree in Business, Operations, Engineering, or related field (MBA or advanced degree preferred).
• 7–10+ years of experience in service operations, field service, or logistics.
• 5+ years of progressive leadership experience, including leading managers.
• Experience in technician-based or field service environments strongly preferred.
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening

The expected annual salary range for this role is $150,000 - $170,000 a year. This position is also eligible for an annual incentive program.
Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, geographical location, as well as market and business considerations.

Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at sppcareers@superiorpluspropane.com to let us know how we can enhance your experience.