YJM - Director of Operations at HOATalent in Chicago, IL

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

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