Director, Service Operations & Strategy
ABOUT LVT
LVT is on a mission to make the world safer and more secure through rapidly deployable security hardware that runs on our proprietary SaaS platform. Our enterprise-grade safety and security ecosystem makes it easy to secure essentially any physical environment through intelligent automation and actionable insights. As an industry leader in the IoT space, our systems are deployed in every state and adopted by Fortune 500 enterprise companies who share this vision.
ABOUT THIS ROLE
As the Director of Service Operations & Strategy, you will be responsible for the design, execution, and ongoing evolution of the systems, processes, and insights that power LVT’s Client Services organization. This role sits at the intersection of strategy, data, and operational excellence – partnering closely with senior leaders across all post sales operations including: Implementation, Field Service, Support, and Parts to ensure that our services scale with quality, cost-efficiency, and best-in-class customer experience.
You will lead a high-performing team focused on operational efficiency, performance management, and systems optimization. You will also serve as a key thought partner to the Head of Client Services, driving strategic planning, leading high-impact initiatives, and ensuring alignment with broader company objectives.
RESPONSIBILITIES
- Strategic Leadership: Own the long-term strategy for Service Operations, including roadmap development, cross-functional alignment, and success metrics. Set vision and structure for how the team adds value to Client Services and the broader business.
- Team Management & Development: Build, coach, and scale a team composed of both manager and individual contributors. Foster a culture of accountability, operational rigor, and continuous improvement.
- Client Services Performance & Insights: Define and refine KPI frameworks for service quality, team productivity, and cost efficiency. Lead root-cause analysis and initiative tracking to ensure insights translate into measurable outcomes.
- Process & Systems Optimization: Improve operational ease and efficiency of key systems (e.g., ServiceNow, ERP). Partner with IT, Engineering, Product, and Finance to optimize workflows, automate key functions, and eliminate operational bottlenecks.
- Scalability & Cost Management: Identify and lead initiatives that reduce service delivery cost while maintaining quality, improving gross margin and unit economics across the post-sales lifecycle.
- Stakeholder Partnership: Serve as a trusted advisor to Client Services leadership and cross-functional stakeholders. Communicate tradeoffs, surface risks, and proactively shape decision-making with structured thinking and data-backed rationale.
QUALIFICATIONS
- 8-10+ years of experience in strategy & operations and 3+ years managing teams.
- Background in client services, support, or field service organizations strongly preferred.
- Proven project/program management experience driving successful large cross functional initiatives
- Demonstrated success driving large-scale process improvements and system rollouts.
- Proficient in operational analysis, financial modeling, and performance reporting.
- Adept at executive communication, cross-functional collaboration, and influencing without authority.
- Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA or advanced degree a plus).
WHO YOU ARE
- A Lifelong Learner: You never stop learning. Your intellectual curiosity drives your growth – no external motivation is required. You see the value of learning about ‘all things.’
- A Systems Thinker: You see problems as interconnected and solve them holistically. You can architect scalable solutions that support the next phase of company growth.
- A Trusted Partner: You bring clarity to complexity and build trust through transparency, follow-through, and results.
- A Change Driver: You thrive in fast-paced environments and have a bias for action. You’re not afraid to challenge the status quo if it means building something better.
- An Empowering Leader: You invest in people. You set high standards, give clear feedback, and create opportunities for your team to grow.
A Catalyst: You are an agent of change and an accelerant to everything you touch; you simply just make things better. You turn insights into action. You love having fun but also know when to roll-up your sleeves and get to work.
WHY JOIN US
- Founder-led and employee-driven company
- The opportunity to build where you stand
- Value centric decision making
- Both an economically stable and hyper-growth environment (ask us how this is possible)
- The market leader in redefining how B2B does security
On top of the obvious benefit of getting paid to work with great people who are laser-focused on a mission that matters, we also offer the following benefits:
- Comprehensive health, vision, and dental benefits for you and your family. Including supplemental and life insurance, company-paid HSA contributions, and an Employee Assistance Program (EAP).
- 401(k) With up to 4% match
- Time Off & Paid Holidays - Ask us how we empower employees to take control of their well-being
- Stock Options - Every full-time employee has the opportunity to be an owner of the company and benefit from our success.
- Paid Parental Leave - To help your growing family while you're away from work.
- Company Events - Christmas Party, Summer Party, and other parties to celebrate whenever we can find an excuse.
- Charitable Opportunities - LVT sends groups of employees to help the Daybreak Vision Project restore sight to thousands of people a year.
- Wellness - We regularly host dentists, chiropractors, financial experts, and other professionals to provide services and seminars to help promote physical, mental, emotional, and financial wellness.
- And More - Scholarship opportunities for employees and their dependents, discounted cell services, and opportunities to score tickets to Utah Jazz games and other Delta Center events.
HR Policy
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All Candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S.
Apply for this job
*
indicates a required field