Director of Operations - FTL Finance

As Director of Operations, you’ll be responsible for overseeing the daily operations of the Accounting and Customer and Contractor Operations Teams. You’ll bring strategic leadership to optimize operational workflows, manage and develop cross-functional teams, and ensure compliance with industry regulations. This role reports to the Vice President of Operations and will work closely with senior leadership to develop and implement strategies that drive growth, enhance customer satisfaction, and improve profitability.

Since 1996, FTL Finance has specialized in financing for residential HVAC and other home improvement projects. Based in the heart of Missouri, we take pride in empowering thousands of hardworking contractors nationwide to elevate their businesses and increase sales. At FTL Finance, our mission to make home improvement easier on everyone is demonstrated in our dedicated support teams, robust digital tools, and programs to help homeowners with all types of credit.

Join FTL Finance, where your passion for operations will thrive in an environment that fosters growth, innovation, and success. Be part of a team that makes a real difference in the lives of contractors and homeowners across the nation!

What You’ll Do:

• Oversee day-to-day operations for FTL’s Customer and Contractor Operations and Accounting Teams, ensuring efficiency and effectiveness across all departments.
• Design and implement strategic solutions to monitor and improve operational policies and procedures to optimize performance.
• Establish and monitor key performance indicators (KPIs) to ensure operational goals are met.
• In partnership with the VP of Ops, oversee operational budget and identify opportunities for process improvements and cost savings.
• Lead operational initiatives and projects, including planning, budgeting, deliverables, and postmortem. Monitor the performance of departmental leaders to ensure that each project progresses efficiently and meets project requirements.
• Manage proprietary software and work with leadership to ensure that the company’s technology infrastructure supports operational efficiency.
• Manage, mentor, and motivate high-performing operations teams; actively provide coaching and performance feedback to develop department leaders.
• Foster a culture of continuous improvement, accountability, and collaboration.
• Oversee FTL’s compliance strategy and implement tactics to mitigate risk and address security concerns.
• Implement processes to ensure a seamless and efficient customer experience across all touchpoints.
• Drive the adoption of new technologies and automation tools that enhance operations.
• Ensure data integrity and security across all operational systems.

What You’ll Bring:

• Bachelor’s degree in business administration, finance, operations management, or a related field, and/or a combination of education and experience.
• A minimum of 5 years of experience in operations management.
• A player-coach with the proven ability to lead, manage, and motivate cross-functional teams.
• Results-driven, motivated by bold action with a willingness to analyze performance and coach toward improvement.
• Strong strategic planning, problem-solving, and decision-making abilities.
• Oversight of financial management, budgeting, and cost control.
• Strong analytical and problem-solving skills, with a focus on continuous improvement.
• Excellent verbal and written communication skills, with the ability to communicate complex information clearly and effectively to all levels of the organization.
• High technical aptitude; adept at leveraging technology to improve systems and processes; proficient in the use of operations management software and CRM systems (e.g. Salesforce).
• A customer-centric approach with a strong commitment to enhancing the customer experience.

Bonus Skills:

• Exposure to HVAC and other contracting industries.
• Experience with process improvement methodologies such as Lean, Six Sigma, or similar.
• Familiarity with fintech innovations and trends.
• Project management skills and experience.
• Experience in a leadership role within the financial services or consumer financing industry.

What You’ll Get:

• A dynamic, fast-paced, fun and inclusive work environment (with always-stocked snacks and beverages!)
• Annual company parties and fun team events
• Growth and development opportunities
• Hybrid work arrangement (3 days in-office/2 days remote)
• Monthly team celebrations and luncheons
• Excellent offerings under our group benefit plans for medical, dental, vision, FSA, etc.!
• 401K plan with a company match of up to 4%!
• Generous Paid Time Off (PTO) plus 12 paid holidays