Chief Operating Officer (COO)

TechVill Appliance Repair Ltd. is seeking a Chief Operating Officer (COO) in Texas City, TX. The COO will drive operational excellence, oversee daily processes, and lead teams to support the company's ambitious growth goals. The role involves strategic leadership, team management, and developing sustainable systems. TechVill offers competitive salaries, health benefits, flexible schedules, and a supportive team environment. The company is recognized for its quality service and aims to expand significantly across North America.
TechVill- Beyond A Repair:

TechVill is on a mission to redefine home services across North America, raising the bar with exceptional household appliance repair solutions. Since our founding in 2017, we have continuously set new standards in the industry, delivering unparalleled quality and reliability that our customers can trust.

Here’s what we’re proud to share:
• #1 Repair Company: Recognized as the best repair company in the city by a top 5 appliance manufacturer.
• 35,000+ Happy Customers: We’ve delivered exceptional quality and care to thousands of customers.
• Rapid Growth: In 2024 alone, we expanded to three new cities and are now operating in four major Canadian cities.
• Future Plans: We aim to add six more cities next year, with a goal of 120 locations across North America by 2030, including plans to expand into the U.S. market.
• Expert & Growing Team: Our team features licensed technicians with an average of 10 years of experience, along with newcomers trained by our experts to excel in the industry.

Our dedicated team is the foundation of our success, helping us set new standards every day.

Position Overview: As the Director of Operations, you will drive efficiency, innovation, and operational excellence. Reporting directly to senior leadership, you’ll oversee day-to-day processes, build sustainable systems, and lead cross-functional teams to ensure the company's continued growth and success. Your role will be instrumental in scaling our operations to meet ambitious expansion goals.

What We Offer:
• Health & Dental Benefits: Comprehensive healthcare coverage for you and your family, including access to massage therapy, chiropractic care, and full dental services. Plus, enjoy paid time off to recharge.
• Competitive salary with performance-based bonuses.
• Team-Oriented Environment: Join a supportive, multicultural team that values communication and camaraderie. We have a technician chat group where team members share advice and provide real-time support.
• Work-Life Balance: Flexible schedules to help you maintain a healthy work-life balance.
• Team Building Activities: Participate in monthly events such as laser tag, bowling, picnics, sauna visits, movie nights, hockey games, and more to foster team connections.
• Employee Satisfaction: We’re proud to maintain a consistent employee satisfaction rate of over 92%.

Key Responsibilities:1. Strategic Leadership
• Develop and execute operational strategies to streamline processes, improve productivity, and drive scalability.
• Align operational objectives with the company’s long-term vision and goals, ensuring sustainable growth.
• Build and maintain a system of regular management reporting and review to ensure continuous progress and alignment with business priorities.

2. Team Management and Development
• Build and mentor high-performing teams across departments, fostering a culture of accountability, collaboration, and excellence.
• Oversee recruitment strategies and develop a structured hiring funnel, including job profiles, screening processes, structured interviews, and onboarding systems.
• Hire and guide HR leadership, creating and implementing HR processes such as feedback systems, performance reviews, and professional development roadmaps.
• Implement a one-on-one employee training system and maintain a comprehensive motivational framework, both material and non-material.

3. Financial Management
• Oversee budgeting, cost control, and financial planning to ensure operational profitability and resource efficiency.
• Develop and implement financial management tools and dashboards to provide actionable insights for data-driven decision-making.
• Collaborate with the finance team to manage company-wide financial reporting, forecasting, and KPI tracking for all departments.
• Control A/R list to maintain a healthy cash flow in the company

4. Process Optimization and Documentation
• Design, document, and implement standardized business processes, organizational structures, and operational guidelines.
• Build and maintain KPIs for departments, including Sales and Technician performance, to measure efficiency and operational effectiveness.
• Create and manage a reporting system with daily, weekly, and monthly performance updates for all departments.
• Develop and maintain essential documentation, including company regulations, standards, workflows, and operational instructions.

5. Sales Leadership and Optimization
• Control and optimize the performance of the Sales department, ensuring adherence to scripts, tone-of-voice guidelines, and a structured Sales Book.
• Write, implement, and monitor effective sales scripts and customer communication strategies.
• Develop Commercial Offers tailored to each service, improving client acquisition and conversion rates.
• Build and implement retention strategies, loyalty programs, and partnership sales systems to maximize recurring revenue.

6. Marketing Oversight and Lead Generation
• Manage and analyze the lead generation process to ensure maximum ROI from channels such as Google Ads, Facebook/Instagram, TikTok, and others.
• Control the primary website rebuilding process, ensuring the company’s digital presence aligns with branding and operational goals.
• Create product funnels, including lead magnets, trip-wires, main products, and back-end offerings, to optimize customer acquisition and retention.
• Customize and oversee email and messenger marketing systems to support sales growth and customer engagement.

7. Technology and Innovation
• Lead the implementation of tools like CRM, FSM (House Call Pro, Service Titan, etc), QuickBooks, and PeopleForce to optimize workflows and improve operational efficiency.
• Manage the creation of company dashboards for real-time data monitoring and decision-making across departments.
• Oversee integration of innovative solutions that improve performance, reporting, and the overall customer experience.

8. Compliance, Risk, and Crisis Management
• Ensure adherence to company policies, safety standards, and legal requirements, maintaining a compliant and ethical operational environment.
• Develop and execute crisis management plans to address operational risks, ensuring business continuity during unforeseen challenges.
• Safeguard company intellectual property and maintain confidentiality of sensitive business information.

9. Performance Monitoring and Improvement
• Control the technician performance review system, ensuring accountability, timely reviews, and continuous improvement.
• Build personalized roadmaps for the development of each position in the company, fostering a growth-driven culture.
• Regularly analyze KPIs and reports to identify performance gaps, implement improvements, and drive excellence across all functions.

Qualifications:
• Proven Experience: Demonstrated success in operations management, process optimization, and strategic leadership, preferably in a fast-growing or multi-location organization.
• Leadership Skills: Strong ability to inspire, mentor, and manage cross-functional teams, fostering collaboration, accountability, and high performance.
• Financial Acumen: Solid understanding of budgeting, cost control, and financial planning, with the ability to analyze financial data and implement profitable strategies.
• Technical Proficiency: Expertise in implementing and managing operational tools like CRM (e.g., Salesforce, HubSpot), FSM (e.g., Service Titan, House Call Pro), financial software (e.g., QuickBooks), and HR platforms.
• Sales and Marketing Insight: Knowledge of sales operations, script development, and marketing channel management, including Google Ads, Facebook, and other lead-generation platforms.
• Process Optimization: Experience in designing, documenting, and refining business processes, KPIs, and performance reporting systems.
• Strategic Problem-Solving: Exceptional analytical and decision-making abilities, with a proactive approach to addressing operational challenges and opportunities.
• Crisis Management: Proven capability in risk management, crisis resolution, and maintaining business continuity under pressure.
• Project Management: Strong organizational skills to manage multiple projects, prioritize tasks, and ensure timely delivery of objectives.
• Communication and Negotiation: Excellent verbal and written communication skills for stakeholder engagement, team coordination, and external partnerships.
• People Management Expertise: Experience in overseeing HR systems, performance reviews, and employee development programs to create a motivated, high-performing team.
• Education: Bachelor’s degree in Business Administration, Operations Management, or a related field. An MBA or equivalent experience is a plus.
• Culture and Innovation: Commitment to fostering a culture of continuous improvement, adaptability, and innovation, ensuring alignment with the company’s growth vision.

Join Us: If you’re passionate about operational excellence and eager to lead a talented team toward a brighter future, we encourage you to apply. At TechVill, your work will directly contribute to our mission of transforming home services across North America.

To apply use the link: https://techvill.hurma.work/public-vacancies/13?source=MjE=&utm_source=indeed

Job Type: Full-time

Pay: $7,320.78 - $10,816.42 per month

Schedule:
• 8 hour shift

Ability to Commute:
• Texas City, TX 77592 (Preferred)

Ability to Relocate:
• Texas City, TX 77592: Relocate before starting work (Preferred)

Work Location: In person