Director of Company Operations - West Division

Position Overview:

The Director of Company Operations - West Division is accountable for driving consistent, high-quality execution and business performance across all regions by enabling, coaching, and aligning Regional Directors around shared priorities, expectations, and outcomes. This role creates the leadership structure and operating discipline necessary for Regional Directors to effectively lead their markets, develop their teams, and deliver sustainable results.

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.

• 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.

• 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.

• 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.

• 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.