Director of Business Operations

Oil Service, Inc. • Full-time • Pittsburgh, PA, US • $90k - $95k / year • 3m ago

We are seeking an experienced and driven Director of Business Operations to provide strategic and hands-on leadership across three critical functional areas, Customer Service, Routing & Dispatch, and Operations Administration.

This role ensures operational excellence by driving accountability for on-time, cost-efficient deliveries; maintaining high standards of customer responsiveness; and ensuring timely resolution of order, routing, and fulfillment issues. The ideal candidate will be a data-driven, results-oriented leader who thrives in a fast-paced environment and excels at developing people, improving processes, and building cross-departmental collaboration.

We offer:

PTO (paid time off) accrual
8 paid holidays + 1 floating holiday
401k with 3% Company match
20k Company sponsored life insurance
Health insurance
Medical Reimbursement Program
Flexible Spending Account
Dental, vision, short-term & long-term disability, accident, critical illness, hospital indemnity and supplemental life insurances available

Key Responsibilities and Duties

Customer Service

Lead, coach and develop the customer service team responsible for order entry, shipment processing, and customer communication.
Develop and execute strategies that improve order accuracy, turnaround time, and customer satisfaction.
Collaborate with Sales and Operations to ensure seamless coordination between order placement, fulfillment, and delivery.
Establish KPIs and accountability measures for service responsiveness, error rate reduction, and service quality.
Foster a proactive, solution-oriented service culture focused on supporting customer retention and growth.
Champion a “find a way to yes” mindset, empowering the team to creatively and collaboratively resolve customer needs while balancing operational efficiency and company policy.

Routing & Dispatch

Oversee daily routing, scheduling, and dispatch operations to ensure on-time delivery and cost-per-gallon efficiency.
Analyze route data to identify and implement improvements that reduce operational costs and enhance delivery reliability.
Ensure dispatch operations align with safety, regulatory, and service standards.
Lead, coach, and develop the routing and dispatch teams to build accountability and performance consistency.
Collaborate with Fleet Management and Supply Chain teams to improve efficiency and resource utilization.

Operations Administration

Oversee the administrative processes supporting daily operations, with a focus on ensuring the accuracy, timeliness, and completeness of all open customer orders.
Continuously monitor and review open orders and backorders with the team to identify and resolve production, scheduling, or fulfillment issues promptly.
Ensure effective communications with Sales, Supply Chain, and Routing teams to resolve order delays, delivery conflicts, and backorder status updates.
Recommend and implement process improvements that enhance communication, reduce administrative bottlenecks, and improve visibility into order status across departments.
Ensure consistent follow-up between internal teams to achieve strong customer satisfaction.
Hold teams accountable for maintaining high data integrity and timely communication throughout the order lifecycle.

Competencies:

Dependability and Accountability
Sense of urgency
Initiative and Strategic Thinking
Analytical and Decision-Making Skills
Attention to Detail
Strong Leadership and Interpersonal Skills
Excellent Organizational and Time Management Skills
Team Orientation and Coaching Ability

Experience and Skill Requirements:

Bachelor’s degree in Business Administration, Operations Management, or related field required.
Minimum of 5 years of experience in operations management, logistics, and customer service leadership.
Demonstrated ability to lead cross-functional teams and improve operational performance.
Proficiency in MS Office Suite and working knowledge of ERP and routing software.
Experience using data analytics to identify and resolve operational inefficiencies.

Job Type: Full-time, onsite

Salary Range - 90k - 95k