Director, Field Operations Applications

Company Overview

Founded in 2019, Apex Service Partners, LLC (“Apex” or the “Company”) is the industry and nationwide leader in residential home services. Apex focuses on serving homeowners' HVAC, plumbing, and electrical needs in over forty states across the country. It has grown to more than 100 locations, with over 12,000 team members and over $2.5 billion in annual revenue.

In this fragmented industry dominated by small and founder-owned businesses, the Company has a dual strategy of growing via high-frequency acquisitions (over 200 closed by the Company to date) and aggressive organic growth initiatives, including sophisticated marketing, differentiated talent acquisition, and green-fielding new trades and locations.  From the onset, the Company’s leaders have focused on building a robust internal infrastructure to ensure scalability and better win in local markets nationwide with the strongest brands and tactics.  “National Partner Services”, the centralized support team for the Company, comprises 100+ hard-working, collegial team members focused on the success of operations across the country. Despite being the largest aggregator in this incredible industry, Apex has less than 3% market share, and ~85% of the market is still fragmented. The Company recently received a new round of equity investment totaling $3.4B and closed a debt refinance in excess of $3.0B.

Job Description – Director of Field Operations Technology

Mission of the Role:

The Director of Field Operations Technology will play a critical role in the future of Apex Service Partners by providing technology and people leadership over the primary applications supporting Apex's customer-facing brand operations. Reporting to the VP of Enterprise Applications, this role will collaborate with Regional Partner Services, Market areas, and local Partner leadership teams to enhance, support, and innovate the Field Operations Technology software architecture (consisting of several integrated SaaS-based software tools) to drive standards, efficiencies, enhance operator productivity, improve the employee experience, and ultimately increase profitability.

The Director of Field Operations Technology will build and/or maintain a highly scalable, best-in-class integrated Field Operations technology stack, driving adoption/alignment with the Regional, Market, and local Partner Leadership teams. Working as part of the Technology Services Enterprise Applications team and integrated with the overall Apex technology strategy, the Director will work closely with their stakeholders in the Field Operations function to find the balance between our fierce focus on local operations and the benefits of scale for processes and systems.

The Director will be accountable for managing and administering various Field Operations software platforms, ensuring alignment to business processes and acting as a data steward for the applications under their domain. He/she must have superior organization and communication skills, while maintaining incredible attention to detail in a fast-paced environment. This individual will perform strategic and tactical work within their technology stack that requires high levels of competency with organizational communication and training.

Successful candidates must have experience with ServiceTitan, Contact Center Operations, Trade or Field Services-focused AI technology strategies and software solutions, PowerBI, and Project Management tools and life cycles. Additionally, the right candidate will have extensive experience managing SaaS providers, setting up integrations through APIs, and collaborating heavily in a distributed stakeholder operating environment. This individual must be growth-oriented, have strong organizational skills and attention to detail, be a strong and articulate communicator, and be able to multitask in a fast-paced and entrepreneurial environment.

Responsibilities and Experience:

Job responsibilities include:

• Overseeing and owning the effectiveness and efficiency of the Company’s Field Operations software applications, including their administration, user training, adoption, optimization, and innovation.
• Providing subject matter expertise in the Field Operations application stack and processes, focusing on fact-based and metric-driven Technology Services operations.
• Participating in and improving our relationships with the strategic account managers and support teams at our Field Operations software vendor partners.
• Bringing a genuine “client service” mindset to building relationships with users and leadership, particularly field colleagues, whereby all parties can depend on the Enterprise Applications department for their Field Operations software needs.
• Providing leadership of Field Operations software and support services to ensure reliable, scalable, and sustainable customer and employee-focused operations, and efficiencies for the business.
• Working with Enterprise Applications department leadership to establish priorities for the Field Operations applications, recommending the highest value activities aligned to the business strategy and delivered according to the planned timeline and budget.
• Working with internal cybersecurity leaders to build and execute cybersecurity goals related to the Field Operations software environment.
• Developing and/or refining a Field Operations M&A Playbook – working with Field Operations colleagues to support integrating new acquisitions onto the Field Operations system architecture.
• Staying current on the Field Operations technology marketplace and developing use cases for our investment in emerging technologies.

Requisite experiences include:

• Bachelor’s degree and/or minor in Accounting, Management of Information Systems, Computer Science, or related specialization.
• 7+ years minimum in a Technology focuses operational role working with ServiceTitan (strongly preferred), or other Trades Services oriented field services technologies. 5+ years directly administering field operations software, preferably for a rapidly-growing middle market company (PE-backed company experience a plus).  3+ years with direct personnel or team management in the same setting.
• Experience with field operations software implementation and/or consulting experience is preferred but not required.
• Proven project delivery experience, outstanding track record of supporting project team delivery of high-quality solutions on time and budget across concurrent and complex projects.

Personal Characteristics:

• Impeccable integrity and ethical standards.
• High energy, bias for action, and personal accountability for results through a resourcefulness that figures out how to drive action and achieve results creatively with finite resources.
• An ambitious self-starter who is comfortable working in an entrepreneurial yet collaborative and fast-growing business, with high ability for flexibility and adaptability to manage abstract situations.
• Comfortable rolling up sleeves, engaging personally with third party vendors and the Technology Services team and other internal teammates to problem solve and deliver outstanding results.
• Client service mindset to build strong relationships peers across the leadership team and in our operating companies, with a strong dedication to the “voice of the customer” to drive direction.
• Excellent communicator (written and oral) with all levels of executives, peers, and direct reports that drives alignment and accomplishment of shared objectives.
• Inclusive leader comfortable using influence to drive cross-functional teams - with a leadership style that encourages collaboration and inclusive behavior based on high self-awareness, and an openness and acceptance of feedback that is respectful of others.
• Fact-based and quantitative by nature, finding meaning and action in numbers and utilizing data to drive decision-making.
• Works collaboratively and energetically, possessing a positive attitude (e.g. team player, sense of humor).
• Very well organized, detail-oriented, reliable, and able to manage multiple projects concurrently because of stellar time management and organizational skills.

Other:

Location:  Ideally, Dallas, TX or Tampa, Florida with a 4/1 in / out of office expectation.  . If remote, it is expected that the role work the 4/1 office expectation out of local Partner location as reasonably feasible.  While it will vary based on seasonality and monthly business needs, assume a minimum of 25% - 50% travel on average.

Reports to:  VP of Enterprise Applications

Compensation: Competitive

Other Benefits: medical, dental, and vision coverage, competitive PTO, sick days, and holidays, 401k matching