Director of Mobile Operations

Job Description

Job Description

Job Title: Director of Mobile Operations

Department: Operations / Field Services

Reports To: Chief Operating Officer (COO)

POSITION SUMMARY

The Director of Mobile Operations is responsible for the strategic leadership, operational performance, and continuous improvement of all mobile field service teams across the organization. This role oversees multiple Mobile Operations Managers, Coordination and is accountable for service delivery (KPI), workforce utilization, financial performance, safety compliance, customer satisfaction, and operational standardization across all mobile service lines. Primary contact for Account Managers for service delivery expectations.

The Director ensures that mobile teams consistently deliver high-quality, compliant, and cost-effective IFM services while aligning field operations with company growth objectives, service standards, and technology platforms. Success in this role will be measured by: mobile team utilization and productivity; delivery efficiency; quality; SLA compliance; safety performance and incident reduction; budget adherence and margin performance; workforce retention and development; operational consistency across regions.

KEY RESPONSIBILITIES

Operational Leadership

• Work closely with Account management teams for client expectations and problem solving
• Provide direct leadership to all Mobile Operations Managers, coordination, and regional field leaders.
• Standardize mobile service delivery processes, SOPs, and performance expectations across all markets.
• Ensure consistent execution of preventive maintenance, corrective maintenance, and on-demand services.
• Drive operational discipline in scheduling, dispatching, documentation, and close-out procedures

Workforce & Resource Management

• Optimize technician utilization, route efficiency, and labor productivity.
• Oversee workforce planning, staffing levels, skill coverage, and training programs.
• Ensure proper certification, licensing, and competency alignment for all mobile technicians.

• Coordination engagement with field technicians for continuity of workflow

Financial & Performance Management

• Monitor KPIs including response times, first-time fix rates, utilization, backlog, and customer satisfaction.
• Identify cost-reduction opportunities while maintaining service quality.

Customer & Account Support

• Serve as an escalation point for mobile service issues.
• Partner with departmental stakeholders to ensure service alignment.

Safety, Compliance & Risk

• Enforce safety programs, training, and field compliance standards.
• Ensure adherence to OSHA, NFPA, local codes, and contractual requirements.

Technology & Process Improvement

• Champion the use of Field Service System
• Drive adoption of mobile tools, asset data standards, and reporting dashboards.
• Lead continuous improvement initiatives to improve efficiency, quality, and visibility.

Direct Reports

• Mobile Operations Managers

• Operations Coordinators

• Trade Supervisors (as applicable)

Required Qualifications

• 10+ years of experience in facilities management, field service, construction services, or similar operational environments
• 5+ years in a senior leadership role managing multi-site or mobile operations
• Strong understanding of IFM service lines (HVAC, electrical, plumbing, general maintenance, etc.)
• Proven experience leading managers and large technician workforces
• Financial acumen with labor cost control and operational budgeting
• Experience with FSS systems and mobile workforce platforms
• Excellent leadership, communication, and problem-solving skills

Preferred Qualifications

• Bachelor’s degree in Business, Operations, Engineering, or related field
• Lean, Six Sigma, or similar operational excellence training
• Experience in scaling mobile service teams in a growing company
• Familiarity with union/non-union workforce environments

Core Competencies

• Operations Leadership
• Workforce Optimization
• Financial Management
• Safety & Compliance
• Customer Relationship Management
• Process Standardization
• Change Management
• Technology Enablement

tdgFacilities is full-service facilities management company based in Cincinnati, OH with over 6M square feet under management in OH, IN, KY, TN, GA, AL & FL. We work together to go above and beyond to ensure that our clients are proud of their environment. Our clients include, Fortune 500 companies, healthcare facilities, public and private schools, private investor groups and municipalities.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.