Director of Field Operations

Renewal by Andersen - Hayward, CA

Renewal by Andersen is the custom division of Andersen Windows. Founded in 1903, Andersen Windows has been the world’s largest and most recognized brand for exclusive window and door systems. Renewal by Andersen was founded with the objective of creating a different and better window and door replacement experience for homeowners.

The Director of Field Operations oversees and optimizes all aspects of field operations, ensuring efficiency, compliance, and superior customer experience. This role provides strategic leadership to Field Operations Managers (FOM) and Service Providers (SP), focusing on customer experience capacity planning, training and development, performance management, and cost control. The function of the Field Operations department includes, but is not limited to, Customer Service, Sub-Contractor Management, and Installation Compliance. The Director works cross-functionally with operationally focused departments, including, but not limited to, Install Compliance, Field Service, Inside Service, Project Experience (PCs & SP Scheduling), and Pre-Installation Assessment (MTs) to drive continuous improvement and operational excellence.

Essential Duties and Responsibilities~

• Directly manage Field Operations Managers, ensuring alignment with company goals and performance expectations.
• Develop and implement strategies to recruit, hire, and train subcontractors through Field Operations Managers.
• Drive capacity planning and performance optimization for Subcontractors and Field Operations Managers to meet operational needs.
• Maintain Industry Leading Project/Installation Net Promoter and Reputation.com Scores.
• Mitigate Customer Service Agreements (CSA) through experience improvements and quality assurance.
• Identify underperforming Service Providers, implement corrective actions, and lead retraining efforts.
• Manage and resolve escalated customer disputes, including RbA Corporate, social media and BBB complaints about installation and service quality.
• Oversee compliance efforts, ensuring Service Providers remain up to date with all required documentation.
• Develop and maintain training documentation and instructional videos for installation and service best practices.
• Collaborate with Service Providers and scheduling teams to adjust schedules based on performance, compliance, and capacity constraints.
• Ensure timely feedback to the Pre-Installation Assessment team regarding installation documentation accuracy and order variances. Accountability for installation cost variances, CSAs, and service-related costs, minimizing waste and maximizing efficiency.
• Plan and facilitate training and team meetings with the field ops and sub-contractor partners (SPs).
• Other job duties as assigned by the manager.
  
  
  

Knowledge, Skills, and Abilities~

• 10+ years of Operations Leadership Experience in the Home Services Industry
• 10+ years of Home Services Sub-Contractor Management Experience
• Deep Understanding of Window and Door Installation Methods, Standards, and Processes.
• Ability to demonstrate strong leadership and analytic skills
• Skilled in identifying inefficiencies and developing standardized operating procedures to enhance productivity and consistency. Competence in controlling costs, negotiating with subcontractors and customers, and maintaining financial accountability.
• Proven record of managing large teams of employees and subcontractors successfully Understanding of subcontractor compliance, licensing, and industry regulations related to field operations
• Strong time management skills
• Strong verbal and written communication skills with flexibility of style to reach multiple audiences
• Strong PC skills, including Microsoft Office tools knowledge and proficiency (Word, PowerPoint, Excel, Outlook), Adobe Acrobat, and the Internet
• Position requires employee to have a vehicle that can transport materials and products relevant to their job functions for the purpose of work
  
  
  

Compensation, Benefits, and Location~

• Base compensation range $110-120,000/annually plus bonus with total compensation between $194-204,000/annually
• Car and cell phone allowance, gas card, and toll tag
• Health, vision, dental, and life insurance
• 401(k) with company match percentage
• PTO, sick time, and paid holidays
• Student loan pay-down program
• Employee perks discount program, and more!
• Office location in Hayward, CA
  
  
  

Disclaimer~ The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

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