Director of Operations

Job Description

Job Description

Role Summary

The Director of Operations owns day-to-day field execution and the systems that make it predictable. This role designs, rolls out, and reinforces the core operating cadence (planning, daily execution, job closeout, maintenance readiness, and weekly scorecard), and holds Crew Leaders accountable to standards and results.

Key Responsibilities

1) Build the “way we work” (standard systems/SOPs)

• Document and roll out the core field systems: job readiness, daily start, job closeout, equipment readiness, safety cadence, and rework prevention.

• Create simple tools: checklists, scorecards, dashboards, and clear “definition of done” standards for crews and Crew Leaders.

• Systemize communications so information does not live in someone’s head (schedule changes, equipment status, job notes, customer changes).

2) Production planning and scheduling

• Build and maintain weekly crew schedules, job sequencing, and dispatch plans.

• Confirm job readiness (permits, access, scope clarity, hazards, and any required coordination).

• Coordinate special equipment needs, rentals, and logistics for each job.

• Adjust plans for weather, call-outs, breakdowns, and urgent work.

3) Run the accountability cadence

• Lead a consistent meeting rhythm (daily, weekly, monthly) where metrics are reviewed and commitments are tracked.

• Maintain an “open loops” list (who owns what, due date, status) and verify completion.

• When targets are missed: run a quick root-cause review, reset expectations, assign corrective actions, and follow up.

4) Labor and crew leadership

• Set clear daily priorities with Crew Leaders.

• Coach Crew Leaders on productivity, job documentation, and customer communication.

• Support hiring needs with the owner/HR, participate in interviews, and onboard new hires.

• Maintain labor plans (right people, right seats), including training and performance management.

5) Materials, equipment, and fleet coordination

• Stay ahead of upcoming material requirements and vendor lead times.

• Ensure trucks, chippers, saws, and climbing/rigging gear are ready and allocated correctly.

• Coordinate repairs, preventative maintenance schedules, and downtime planning.

• Maintain basic inventory controls for consumables and safety gear (PPE).

6) Safety and compliance

• Enforce PPE, job hazard assessments, and safe work practices (tree-specific hazards).

• Run a safety cadence (toolbox talks, incident reporting, corrective actions).

• Ensure required certifications and training are completed and tracked.

• Lead weekly field safety inspections and follow-up.

7) Quality control and customer experience

• Conduct job site spot checks for quality, cleanup, and client expectations.

• Support “high-touch” homeowner communication when needed, especially on issues or changes.

• Handle field-driven customer escalations and coordinate rework if required.

8) Performance management (numbers and accountability)

• Review estimated vs actual hours and costs by job, identify variances and root causes.

• Drive job costing discipline and close-out reviews.

• Maintain an operations scorecard, review weekly, and create action plans for off-track items.

• Lead continuous improvement (process fixes, training needs, equipment upgrades).

Success Metrics (KPIs)

Weekly:

• Safety: recordable incidents, near-misses reported, safety meeting completion.

• Schedule: jobs completed on promised date, schedule changes per week.

• Labor: production hours vs budget (or estimated vs actual hours), overtime %.

• Financial: gross margin by job/service line, job cost variance %.

• Quality: rework/callback count and dollars.

• Equipment: downtime hours, PM completion rate.

• Customer: complaints/callbacks, reviews/NPS (if tracked).

Required Experience and Skills

• Proven field operations leadership in arbor/tree care or a closely related trade.

• Builder mindset, strong at turning chaos into simple repeatable systems.

• Comfortable having direct, respectful accountability conversations.

• Comfortable with numbers (planned vs actual hours, basic job-cost review, simple reporting).

• Strong scheduling, coordination, and prioritization skills across multiple crews.

• Safety-first leader who can coach and enforce standards.

• Strong communication, calm under pressure, consistent follow-through.

Preferred Qualifications

• ISA/TCIA exposure (or equivalent), CDL knowledge/coordination, and tree risk awareness.

• Experience running 3+ crews and coordinating equipment across them.

• Experience building training plans for Crew Leaders and operators.

Working Conditions

• Mix of office/dispatch and field visits.

• Early mornings during peak season, on-call for urgent operational issues (as defined by company).

B&C Tree Service is a premier, family-owned tree care provider that has served the Greater Phoenix Valley for over 30 years with a commitment to five core pillars: **Humility, Safety, Respect, Accountability, and Integrity.** As ISA-certified arborists, we blend the technical science of plant biology with professional craftsmanship to deliver high-quality residential and commercial services, ranging from canopy care to emergency monsoon response. We pride ourselves on being a professional home for elite tradespeople, offering a stable, tech-forward environment that avoids seasonal layoffs and prioritizes safety. Deeply rooted in the community through initiatives like "RED Friday" and local serve days, B&C Tree Service is dedicated to elevating the standards of the industry while investing in the long-term growth and success of every team member.

Company Description

B&C Tree Service is a premier, family-owned tree care provider that has served the Greater Phoenix Valley for over 30 years with a commitment to five core pillars: **Humility, Safety, Respect, Accountability, and Integrity.** As ISA-certified arborists, we blend the technical science of plant biology with professional craftsmanship to deliver high-quality residential and commercial services, ranging from canopy care to emergency monsoon response. We pride ourselves on being a professional home for elite tradespeople, offering a stable, tech-forward environment that avoids seasonal layoffs and prioritizes safety. Deeply rooted in the community through initiatives like "RED Friday" and local serve days, B&C Tree Service is dedicated to elevating the standards of the industry while investing in the long-term growth and success of every team member.