Regional Director of Operations

The Regional Director of Operations will lead service delivery across the Texas region, focusing on people, processes, performance, and financial health to ensure a high-quality client experience.

Key Responsibilities

• Lead end-to-end service delivery for the Texas region, including regional engineering and field technician operations.
• Drive performance against SLA, first-response, resolution-time, and ticket-quality targets.
• Cook up coordination with dispatch and service desk teams to keep work moving efficiently into the region.
• Use PSA data, BMS, and operational dashboards to monitor queue health, identify bottlenecks, and resolve issues before they affect clients.
• Maintain consistent operating procedures, escalation paths, and quality standards aligned with The 20's national delivery model.
• Lead, coach, and develop Service Delivery Managers, regional engineers, and field technicians.
• Set clear expectations, establish a regular performance-review cadence, and hold teams accountable to results.
• Manage regional hiring, onboarding, and capacity planning to support client demand.
• Build a culture of ownership, technical excellence, accountability, and client-first thinking.
• Serve as the senior operational escalation point for the region's most critical client issues.
• Partner with Account Management to protect and grow client relationships, address at-risk accounts, and demonstrate value through QBRs and proactive service reviews.
• Turn client feedback and service data into specific operational improvements.
• Oversee the operational P&L for the Texas region, including labor utilization, staffing efficiency, and cost-to-serve.
• Manage regional resourcing and scheduling to balance service quality, team capacity, and margin.
• Identify and implement process improvements that increase efficiency without compromising the client experience.
• Partner with regional operations leaders and central service delivery leadership to share best practices and drive consistency nationwide.
• Contribute to company-wide initiatives related to tooling, automation, process standardization, and continuous improvement.

Required Qualifications

• 7+ years of service delivery or IT operations experience, including 5+ years leading teams, ideally in an MSP, IT services, or managed services environment.
• Proven experience running a service operation against defined SLAs and performance metrics, with a track record of improving results over time.
• Hands-on familiarity with a PSA platform such as BMS/Kaseya, ConnectWise, Autotask, or similar, and with ticket-driven service delivery.
• Strong people-leadership skills, including hiring, coaching, performance management, and building accountable teams.
• Demonstrated ownership of operational metrics and, ideally, regional or departmental P&L.
• Excellent communication skills with clients, technicians, managers, and executive leadership.
• Based in or able to relocate to the Dallas–Fort Worth area, with the ability to work on-site at the Plano HQ.

Preferred Qualifications

• Experience in a multi-region or multi-site service delivery organization.
• Familiarity with the broader MSP toolset, including RMM, documentation, security, and CRM platforms.
• Experience scaling operations through process standardization and automation.
• Relevant certifications, such as ITIL, PMP, or equivalent, are a plus but not required.

Benefits

• Comprehensive benefits, including medical, dental, vision, supplemental coverage, and HSA/FSA options.
• Competitive 401(k) participation with up to a 4% contribution match.
• Certification reimbursement to support continued development.
• Meaningful opportunities for advancement within a growing organization.
• A culture built on drive, accountability, collaboration, and excellence.