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American Water Director, Field Operations (PHS) in Naperville, Illinois

Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Camden, NJ, the company employs over 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states and Ontario, Canada. To learn more about American Water and additional career opportunities, visit

  • Primary Role: *The Director of Field Operations is responsible for the overall operational performance of the HVAC, warranty and leasing business. Reporting to the Vice President of Operations, this position plays an active role in the leadership team and requires day to day strategic planning and thinking.

The Director of Field Operations is required to plan, develop and implement corporate operations policies, procedures and business performance objectives to help develop and implement strategies to increase revenue opportunities and reduce costs. This role includes the development and monitoring of performance objectives that drive efficient and effective operating results. This is an operational role that requires the day-to-day management of the business to ensure compliance with all rules, regulations, safety, reliability and improving the customer experience while maintaining a competent workforce, ensuring company image is managed in the communities they service. Safety and quality customer service is of upmost importance. This role has responsibility for an HVAC service business consisting of 60 employees, fleet, supply chain and facilities consisting of 7 employees, and a support team for warranty and leasing contractor network and claims consisting of 20 employees, as well as the oversight of the relationship, performance and delivery of services of a third-party contractor network consisting of 350 partner companies of multiple trade types across 16 states. Project management oversight and functions are on-going requirements.

  • Key Accountabilities:*

  • Functional Expertise:*

  • Operations strategy development including KPI’s and standardized ops reporting

  • Institute continuous improvement strategies across tactical teams streamlining operations

  • Support organizational planning, growth objectives and cost control strategies

  • Participate and support necessary business and system integration activities between functional areas

  • Manage and develop staff for individual growth and department stability

  • Manage and develop customer retention strategies across retail operations

  • Proven leadership abilities including project management and operational efficiency initiatives

  • Business Acumen:*

  • Ability to navigate financial and operational reports, recognizing challenges and opportunities

  • Experience developing and maintain comprehensive management tools for performance

  • Familiarity with continuous improvement methodologies

  • Experience with project methodologies and execution

  • Familiarity with HVAC retail platform, extended warranty plans, energy savings plans, target market strategies

  • Analyzes and interprets financial and performance variances and define corrective measures necessary to meet operational and financial targets

  • Proposes recommendations and makes decisions that consider alternatives to correct business variances

  • Identifies potential opportunities/challenges and recommend potential mitigation strategies

  • Develops and supports processes and procedure changes resulting from root cause analysis, best practices or experience to increase opportunities for productivity, customer satisfaction and improved safety performance.

  • Experience with facility and warehouse management functions including coordination of day to day oversight to ensure working facilities and demands to meet customer needs.

  • Engagement:*

  • Day to day operational engagement and oversight

  • Leadership and development for business continuity and succession

  • Support client relations call center operations and shared services strategies

  • Support and provide counsel to business development & client engagement opportunities

  • Manages staff selection and performance development through analysis and evaluation of coaching and training opportunities.

  • Balances external stakeholder (customer, regulatory agency, permitting jurisdiction) needs with company goals and objectives to reach a favorable resolution for stakeholder concerns.

  • Driving Results:*

  • Accountable for the efficiency of operations including cost control

  • On-going analysis of overall operational performance and team redirection as needed

  • Manage pulse of operational health including workload, staffing and performance

  • Passes all operational audits and implements corrective actions as required

  • Manages and sets operational metrics including cost per claim, productivity per job, safety adherence, service provider coverage, inventory levels, claim & workload productivity and quality measures. .

  • Manage facility improvement and maintenance needs ensuring structured execution to minimize adverse impact to employees and customers.

  • Accountable for proper facilitation of supply chain processes including PHS contract administration, direct and indirect purchasing operations.

  • Knowledge/Skills:*

  • Required: High Proficiency with MS Office with Advanced EXCEL expertise, strong proficiency with database tools like ACCESS, general knowledge of Retail services operating system including Oracle and Integrated Agent Desktop.

  • Preferred: MS SQL

  • Education/Experience:*

  • Required: 10 years + managing moderately sized groups for operations, projects, field and support functions.

  • Preferred: HVAC business and warranty business experience.

  • Required: Bachelor’s degree in Accounting, Finance, Business, Operations or comparable

  • Strongly Preferred: Master’s Degree in related field or PMP certification

  • Work Environment:*

  • Fast paced environment requiring 24/7 availability, <25% travel, office environment with occasional field visits.

  • Position may require job site walking and may include bending, kneeling or lifting to 50lbs.

  • Join American Water...We Keep Life Flowing*™

  • American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants* based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.