Leading and scaling a high-performing inside sales and appointment-setting team is the core of this Operations Director role within a fast-growing, AI-driven technology business serving the home services industry. The role involves overseeing the team responsible for responding to leads, qualifying prospects, and booking onsite appointments that directly impact customer revenue. This is a high-ownership position in a rapidly evolving environment where decisions are implemented quickly and operational improvements have a direct commercial impact.
Responsibilities
Lead the day-to-day operations of the inside sales and appointment-setting team, ensuring effective lead handling, prospect qualification, and onsite appointment booking
Manage staffing, schedules, attendance, shift coverage, and weekend rotations to align team capacity with incoming lead volumes
Recruit, onboard, train, and develop new sales representatives, helping them become productive as quickly as possible
Monitor call quality, listen to recorded conversations, and provide practical, actionable coaching to improve representative performance
Track and manage key operational metrics, including speed to lead, contact rate, booking rate, and appointment show rate
Identify performance gaps, investigate underlying causes, and implement corrective actions to maintain consistent results
Address performance concerns directly, conduct difficult conversations when necessary, and establish clear expectations and accountability
Document workflows, operating procedures, and team processes to support consistency, scalability, and reduced dependence on individual team members
Identify operational bottlenecks and recommend improvements to coverage, coaching, onboarding, and lead-management processes
Collaborate closely with senior operations and sales operations leaders to align team performance with business objectives and customer revenue outcomes
Take ownership of team performance metrics from the early stages of employment, reviewing results regularly with leadership and adjusting execution as needed
Adapt operating models and responsibilities as the team expands, helping build the processes and management structure needed for continued growth
Requirements
Proven experience managing an inside sales, appointment-setting, telemarketing, or sales floor team, with direct responsibility for people and performance outcomes
Experience hiring, onboarding, coaching, and managing sales representatives in a fast-paced, target-driven environment
A strong understanding of phone-based sales and lead conversion, including the ability to evaluate sales calls and identify specific improvements in representative behavior
Demonstrated ability to manage performance against measurable KPIs, such as response times, contact rates, booking rates, and appointment attendance
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Strong workforce management and organizational skills, including scheduling, staffing coverage, attendance management, and workload planning
Confidence addressing performance issues, delivering direct feedback, and holding team members accountable while maintaining a productive working environment
Experience developing and documenting repeatable operating procedures that improve consistency and support team growth
Strong analytical and problem-solving abilities, with the capacity to recognize emerging issues before they significantly affect performance
A proactive, high-ownership mindset and the ability to make decisions, take initiative, and implement improvements without relying on a fully established playbook
Comfort working in a rapidly changing environment where priorities, processes, and responsibilities evolve as the business grows
Clear communication skills and the ability to work closely with senior leadership on operational performance and continuous improvement
Willingness to work approximately 60–70 hours per week, including some weekends, with coverage aligned to customer lead volumes and business needs
Nice to have:
Experience in home services, remodeling, or other businesses involving in-home appointment booking
Previous experience in a startup or high-growth company, particularly where operational processes needed to be built and refined
Benefits
Equity
Significant ownership: Direct responsibility for team performance and operational outcomes, with substantial ownership expected within the first two weeks
Direct leadership collaboration: Work closely with senior operations and sales operations leaders, with regular reviews of performance and business results
Opportunity to build: Shape team processes, management practices, onboarding systems, and operational playbooks as the business scales
Visible business impact: See how operational decisions affect appointment conversion, customer experience, and revenue
Fast implementation: Opportunity to test and implement process improvements quickly in a dynamic, execution-focused environment
Career growth: An evolving role with expanding responsibilities as the team and business grow
Important Details
Work format: Fully remote for candidates based in Canada or the United States
Application Process
Your application is reviewed quickly, objectively, and fairly against the role's core requirements using an AI-powered matching process
A shortlist of top-fitting candidates is shared directly with the hiring company
The final decision and next steps (interviews, assessments) are managed by the hiring company's internal team
About the Company
Our partner is an AI-driven technology business serving the home services industry.
