Senior Director, Tactical Support

Senior Director, Tactical Support

Position Summary

The Senior Director of Tactical Support oversees the strategic direction and operational execution of the Unified Support Model across the organization and is responsible for leading and executing high-impact operational initiatives across the organization. This role is responsible for leading the field project teams, optimizing project work delivery, and ensuring consistent operational stability to capture revenue tied to contracted and billable services. The incumbent also deploys resources to address urgent business needs, stabilize underperforming areas, support new initiatives, and ensure continuity during periods of transition or disruption. The Senior Director serves as a strategic problem-solver and hands-on leader, bridging gaps between strategy and execution.

Key Responsibilities

Strategic Leadership

• Develop and execute the strategy for the tactical support function, integrating scheduled project work into a unified operating model.
• Drive organizational alignment around standardized best practices, operational routines, and criteria for TS engagement across SAM, CE, and Field Ops.
• Champion a culture focused on operational stability, revenue capture, and long-term customer retention

Operational Leadership

• Design and implement the Unified Support Model across multiple departments and locations for optimal project work outcomes.
• Lead rapid-response initiatives to resolve critical operational challenges
• Provide interim leadership in situations such as leadership gaps, site openings, or performance recovery

Execution & Performance Improvement

• Diagnose operational inefficiencies and implement immediate corrective actions
• Drive measurable improvements in productivity, quality, and customer experience
• Monitor KPIs and ensure accountability for results

Project & Change Management

• Lead short-term, high-priority projects from planning through execution
• Support organizational change initiatives, including restructures, integrations, or process redesign
• Ensure timely execution of strategic initiatives at the ground level

Cross-Functional Collaboration

• Partner with SAM, CE, and Field Ops to establish clear ownership, accountability, and communication routines across all phases of the unified delivery process.
• Align tactical initiatives with broader organizational goals
• Communicate progress, risks, and outcomes to executive stakeholders

Team Leadership & Development

• Build, mentor, and lead a high-performing tactical support team
• Establish standard operating procedures for rapid deployment and execution
• Promote a culture of accountability, adaptability, and results

Crisis & Continuity Management

• Act as a key leader during crises or unexpected disruptions
• Develop and implement contingency plans
• Ensure business continuity and minimal operational impact

Qualifications

Education & Experience

• Bachelor’s degree required; MBA or related advanced degree preferred
• 15+ years of experience in operations, project management leadership roles, preferably in janitorial, housekeeping or adjacent service business
• Proven success in service continuous improvement, project leadership, or multi-site management

Skills & Competencies

• Strong problem-solving and decision-making skills under pressure
• Exceptional leadership and team management abilities
• Ability to quickly assess situations and execute solutions
• Excellent communication and stakeholder management skills
• Data-driven mindset with experience using performance metrics
• High adaptability and willingness to travel frequently (if applicable)

Key Performance Indicators (KPIs)

• Speed and effectiveness of issue resolution
• Improvement in operational metrics (productivity, cost, quality)
• Success of turnaround or stabilization efforts
• Project completion timelines and outcomes
• Stakeholder satisfaction

Work Environment

• Fast-paced, dynamic, and often ambiguous
• Requires flexibility, responsiveness, and strong field presence
• Travel can be up to 25% depending on organizational needs