Director of Company Operations - East Division

Core Responsibilities:

Regional Performance Outcomes

• Own regional performance across growth, retention, service stability, operational execution, and overall business health.
• Maintain focus on the highest-priority business outcomes and ensure Regional Directors understand and consistently reinforce the behaviors and leading indicators that drive those results.
• Establish clear performance expectations and accountability across regions, ensuring Regional Directors know what they own, how success is measured, and where intervention is required.
• Identify trends, performance gaps, and emerging risks across regions and coach Regional Directors to develop and execute effective action plans.
• Ensure sustained performance improvement by addressing root causes, reinforcing effective operating behaviors, and holding leaders accountable for follow-through and results.

Regional Director Leadership & Coaching

• Serve as the primary leader, coach, and mentor to Regional Directors, providing the guidance, challenge, and support needed to lead their regions effectively.
• Build leadership capability and business acumen, strengthening Regional Directors’ critical thinking, decision-making, prioritization, and ownership of key business metrics and outcomes.
• Create consistency in leadership expectations and practices across regions while allowing Regional Directors the autonomy to lead effectively within their markets.

Execution Discipline & Operating Cadence

• Establish and protect a clear, simple, and repeatable leadership cadence that creates consistency, visibility, and accountability across all regions.
• Keep Regional Directors and their teams focused on the highest-impact business drivers, ensuring time and resources are directed toward the priorities and behaviors that most directly influence performance and growth.
• Minimize organizational noise and competing priorities by helping leaders distinguish between what is urgent and what is truly important to business outcomes.

Cross-Functional Integration

• Identify and resolve systemic handoff issues, friction points, and breakdowns that negatively impact the customer experience, COB experience, or business performance.
• Partner closely with functional VPs and enterprise leaders to surface and address constraints that cannot be resolved at the regional level.
• Bring a solutions-oriented, enterprise mindset to cross-functional challenges, focusing conversations on root causes, practical solutions, and measurable progress rather than functional ownership or blame.

Risk Identification & Escalation

• Proactively identify early warning signs across business performance, talent, service delivery, customer experience, and operational execution before they become material issues.
• Ensure Regional Directors develop strong risk awareness, recognizing emerging issues early and taking appropriate action within their scope of ownership.
• Escalate material risks with clarity and urgency, providing relevant context, business impact, actions already taken, and a clear recommendation for resolution.
• Identify patterns and systemic risks across regions, distinguishing isolated issues from broader trends that may require enterprise-level action.
• Drive issues through resolution, maintaining appropriate visibility and accountability until material risks are mitigated or resolved.

Qualifications, Skills, & Attributes:

• Minimum of 10 years of progressive leadership experience in a service-based business environment; franchise or multi-unit operations experience strongly preferred.
• Bachelor's degree preferred; equivalent combination of education and relevant experience will be considered.
• Demonstrated financial acumen with the ability to interpret profit and loss (P&L) statements, identify performance trends, and implement operational improvements to drive business results.
• Proven ability to balance hands-on operational leadership in the field with strategic planning and executive-level communication.
• Experience developing and presenting business strategies, operational insights, and performance recommendations to senior leadership.
• Strong analytical, problem-solving, and decision-making skills with a track record of driving operational excellence and continuous improvement.
• Excellent leadership and relationship-building skills, with the ability to influence and collaborate across multiple locations and functions.
• Willingness and ability to travel up to 50% throughout the assigned region to company-operated branch offices, with regular travel to the corporate headquarters in Atlanta, GA.