Senior Director of Operations

Job Title: Senior Director of Operations

Location: Greenville, SC

Department: Support Center

Reports to: Chief Executive Officer

Job Summary: 

The Director of Branch Operations is responsible for leading the performance, consistency, and execution of ProSource’s branch network. This role ensures that each branch delivers an exceptional and reliable customer experience while operating with speed, discipline, and accountability.

This leader translates company strategy into daily operational execution driving sales enablement, service excellence, and productivity across all locations. The role partners closely with Sales, Category & Inventory Management, and Digital to ensure the branches operate as a coordinated system, not independent locations.

Success in this role is defined by increased velocity, improved branch productivity, and a consistently high-quality customer experience across the network.

Key Responsibilities

Branch Performance & Accountability

• Own performance across all branches, including:
• Revenue execution support (in partnership with Sales)
• Operating efficiency and productivity
• Expense management and cost discipline
• Establish and enforce clear performance standards across locations
• Lead regular branch performance reviews with data-driven insights and action plans
• Ensure alignment to company targets, including ADS (Average Daily Sales) and profitability thresholds

Operational Execution & Consistency

• Standardize and enforce core operating processes across all branches:
• Order fulfillment workflows
• Counter and inside sales support processes
• Delivery coordination and last-mile execution
• Reduce variability between branches: create a “ProSource way” of operating
• Identify and eliminate friction points that slow down service or execution

Customer Experience Delivery

• Ensure consistent execution of the “Amazing Experience” across all branches
• Monitor and improve service levels, including:
• Order accuracy
• Speed of fulfillment
• Responsiveness to customer needs
• Partner with Marketing and Showroom teams to align branch experience with brand promise:

“Every Project. Every Promise. Delivered.”

Speed & Throughput Optimization

• Drive a culture of urgency and responsiveness across the network
• Improve:
• Speed of order processing
• Speed of delivery
• Speed of issue resolution
• Identify bottlenecks in branch workflows and implement practical, scalable solutions

Team Leadership & Development

• Lead, coach, and develop Branch Managers and frontline operational leaders
• Build bench strength and succession plans across the network
• Reinforce a culture of:
• Accountability
• Ownership
• “Win as One” collaboration
• Partner with HR on hiring, onboarding, and performance management

Cross-Functional Alignment

• Work closely with:
• Sales Leadership – ensure branches enable selling, not slow it down
• Category & Inventory Management – align stocking, availability, and flow
• Digital / Data (Whitecup, Data Lake) – leverage tools to improve execution and visibility
• Act as the connective tissue between strategy and execution

Network & Infrastructure Optimization

• Support ongoing evolution of the branch and hub model:
• Hub-and-spoke execution (e.g., Charlotte, Greenville)
• Inventory positioning and flow efficiency
• Provide input into footprint decisions, capacity constraints, and productivity improvements
• Lead execution of operational changes tied to network strategy

Metrics & Continuous Improvement

• Establish and manage a core operating dashboard, including:
• ADS (Average Daily Sales)
• Inventory cycle time
• Fill rate / stock availability
• Delivery performance
• Labor productivity
• Use data to drive continuous improvement
• Lead root-cause problem-solving across recurring operational issues

Key Success Metrics

• Branch ADS growth and consistency
• Improvement in order cycle time and delivery speed
• Reduction in operational variability across branches
• Customer satisfaction / NPS improvements tied to service execution
• Labor productivity and cost-to-serve improvements
• Inventory flow efficiency (in partnership with Category/Inventory team)

• 8–12+ years of experience in distribution, wholesale, or multi-site operations
• Proven success leading branch networks or regional operations
• Strong operational discipline with a bias for execution and results
• Experience in logistics, fulfillment, or last-mile delivery preferred
• Demonstrated ability to lead through influence across functions
• Comfortable using data and metrics to drive performance
• Hands-on leadership style with willingness to be in the field

Leadership Profile

• Operator first – focuses on execution, not theory
• Drives speed with discipline – balances urgency with consistency
• Accountable and transparent – sets clear expectations and follows through
• Team builder – develops people and creates alignment
• Practical problem solver – simplifies complexity into actionable solutions