Director of Operations

Classification: Exempt 

Reports to: Chief Operating Officer 

Summary/Objective

The Director of Operations is responsible for executing company strategy through the oversight and direction of Texas811's operational functions, including the Contact Center, Quality Assurance, Training, and Stakeholder Support. This role includes Profit and Loss (P&L) accountability, ensuring operational and financial targets align with Texas811's mission, and delivers operational volume and revenue forecasts. The Director will ensure regulatory and contractual compliance, uphold industry-leading ticket quality and customer experience standards, and implement, maintain, and regularly update policies that benefit Texas811 membership, excavators, and employees. These policies should promote the safety, productivity, and professional growth of all team members. 

Success in this role is achieved through effective collaboration with peers, cross-functional teams, strategic analysis of performance metrics, and continuous improvement initiatives to enhance service efficiency, quality, and stakeholder satisfaction. 

Direct Reports 

Operations Manager(s), Quality Assurance Manager, Stakeholder Support Manager(s), and the Training Manager.  

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Operational Oversight and Efficiency 

• Oversee and support the efficient functioning of Damage Prevention Center Operations, Quality Assurance, Stakeholder Support, and Training departments. 

• Collaborate with department managers and direct reports to optimize processes, eliminate bottlenecks, and ensure streamlined workflows that enhance service efficiency and reduce costs. 

Leadership and Development 

• Lead, manage, and coach direct reports with growth-oriented development opportunities to advance their roles and capabilities at Texas811. 

• Ensure clear communication of goals, expectations, and performance feedback to build a cohesive, high-performing operations team. 

Compliance and Quality Assurance 

• Ensure all operational departments meet regulatory and contractual requirements and maintain Texas811’s customer experience standards. 

• Regularly update department policies to reflect industry standards and promote a safe, compliant work environment. 

Data-Driven Performance Management 

• Use data analytics and KPIs to monitor and report on department performance, identifying trends, areas for improvement, and opportunities for efficiency gains. 

• Collaborate with leadership to implement KPIs for customer satisfaction, ticket quality, and operational efficiency. 

Strategic Planning and Budgeting 

• Lead the development of annual volume forecasts, department budgets, and financial targets. 

• Oversee P&L responsibilities and ensure effective allocation of resources to meet Texas811’s financial and service objectives. 

• Conduct annual reviews of customer contracts to identify and implement adjustments that ensure profitability across all lines of business. 

Cross-Department Collaboration and Communication 

• Collaborate with other departments to support shared goals, align on strategic initiatives, and maintain transparent communication about operational projects and their impact on stakeholders. 

Industry Collaboration and Knowledge Sharing 

• Actively engage with industry partners and associations to stay current on best practices, regulatory changes, and trends. 

• Represent Texas811 at industry events to contribute insights, promote collaboration, and enhance Texas811’s brand in the field. 

Technology and Innovation 

• Work closely with Technology Services to leverage modern tools and technologies for increased efficiency and superior service delivery. 

• Drive the adoption of technology solutions that support operational excellence and growth. 

Continuous Improvement and Stakeholder Feedback 

• Establish mechanisms for gathering and analyzing feedback from customers, employees, and stakeholders to inform decisions and improve Texas811 services. 

Crisis and Contingency Planning 

• Ensure all operational areas have comprehensive contingency plans for service continuity during disruptions. 

• Regularly review and update crisis communication plans. 

Competencies 

• Strategic Leadership – Ability to drive operational vision and align departmental goals with organizational priorities. 

• Financial Acumen – Proficient in P&L management, budget analysis, and financial decision-making. 

• Results-Driven – Focused on achieving measurable outcomes through goal setting and proactive problem-solving.  

• Analytical Insight – Skilled in using data and KPIs to identify trends, inform decisions, and drive continuous improvement. 

• Leadership – Inspires and guides teams, fostering collaboration and accountability to achieve goals. 

• Problem-Solving – Uses data and critical thinking to identify challenges, evaluate solutions, and drive improvements.  

• Cross-Functional Collaboration – Ability to work collaboratively across departments and build consensus on shared goals. 

• Change Management – Demonstrated ability to lead and adapt to structural and process changes with minimal disruption. 

General Expectations

This position is expected to maintain flexibility to perform additional responsibilities as needed. Ensure availability to address organizational priorities and support team operations. Exhibit professionalism in all interactions and representations of the organization.  

Travel

This position requires the ability to conduct business travel as needed, which may include frequent travel outside the local area and overnight. 

Work Environment

This job operates primarily in a professional office environment that is expected to be on-site with remote working options as determined by the Chief Operating Officer. This role routinely uses standard office equipment such as computers, phones, photocopiers, web cameras and virtual meeting software. 

Required Education and Experience

• Advanced contact center leadership with extensive and relevant expertise 

• Proven success leading large contact center operations (175+ agents and support staff) 

• Advanced experience with automation, workforce management tools, and working with information technology leadership 

• Bachelor’s degree in business, operations management, or a related field 

• Excellent oral and written communication skills 

Physical Demands/ADA Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; and individuals may need to sit or stand for extended periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.