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Position Details & Responsibilities

A growing, multi-location commercial trailer sales and service organization is seeking an experienced Director of Operational Excellence & Service Performance based in the North Texas area. This newly created leadership position will focus on improving operational consistency, technician productivity, service quality, customer satisfaction, and profitability across multiple locations in various states.

Reporting directly to the Chief Operating Officer, this individual will evaluate existing processes, establish performance management systems, and collaborate with regional and branch leadership to implement sustainable operational improvements. The ideal candidate has extensive experience in multi-location service operations, strong financial and analytical skills, and a proven ability to drive organizational change. This is a collaborative leadership role focused on improving performance across the organization rather than directly managing individual branches.

For more information on this position, please contact Amy Bighorse at Herk & Associates:

AmyB@herkandassociates.com 

Responsibilities

• Develop and implement a consistent Management Operating System (MOS) across multiple locations, including performance scorecards, KPIs, operating reviews, and accountability processes.
• Evaluate existing service, parts, and mobile service operations to identify opportunities for improved efficiency, productivity, and profitability.
• Partner with regional, branch, and service leadership to establish consistent operational standards and performance expectations.
• Analyze and improve technician productivity, utilization, efficiency, Bill-to-Pay performance, and labor recovery.
• Identify opportunities to improve shop scheduling, bay utilization, repair workflows, and equipment turnaround times.
• Work with Parts and Service leadership to reduce parts-related delays, repair comebacks, rework, and avoidable downtime.
• Improve operational reporting accuracy and consistency across locations and management systems.
• Monitor key financial and operational metrics, including service gross margin, labor efficiency, expenses, and EBITDA.
• Partner with Finance and Operations to identify, prioritize, and validate improvement initiatives with measurable financial results.
• Develop standardized processes and best practices that can be implemented across existing and newly acquired locations.
• Support the operational integration of acquired businesses, including reporting systems, procedures, and performance expectations.
• Coach regional and branch leadership on performance management, problem-solving, and accountability.
• Collaborate with operational leaders to improve repair quality, customer communication, responsiveness, and overall customer satisfaction.
• Utilize continuous improvement methodologies to eliminate inefficiencies and support sustainable business growth.
• Track the effectiveness of improvement initiatives and ensure operational gains are maintained over time.

Qualifications

• 10+ years of progressive experience in service operations, operational excellence, process improvement, or a related field required.
• Experience working across multiple service locations or influencing performance within a multi-site organization required.
• Strong understanding of technician productivity, labor utilization, service department profitability, and shop operations.
• Proven experience developing and implementing operational processes, KPIs, performance scorecards, and management reporting systems.
• Demonstrated success delivering measurable improvements in operational efficiency, financial performance, and customer satisfaction.
• Strong financial acumen, including experience analyzing gross margins, operating expenses, profitability, and EBITDA.
• Ability to evaluate complex operational challenges, identify root causes, and implement practical solutions.
• Experience working collaboratively with regional, branch, and department leadership to drive improvements without direct reporting authority.
• Strong analytical, organizational, communication, and change management skills.
• Experience in commercial trailer service, heavy-duty trucking, transportation, fleet maintenance, heavy equipment, field service, or equipment repair preferred.
• Experience integrating acquired operations and standardizing processes across multiple locations is a plus.
• Familiarity with Lean Six Sigma or other continuous improvement methodologies preferred.
• Bachelor's degree in Business, Operations, Engineering, Supply Chain, or a related field, or equivalent relevant experience.
• MBA, advanced degree, or Lean Six Sigma Black Belt certification is a plus.
• Ability to travel between company locations as needed, particularly during the initial evaluation and implementation phases.