Director of Operations
Florida Merchant Service · Orlando, FL
Tailor my CV for this job — freeFLORIDA MERCHANT SERVICESDirector of Operations
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EOS Integrator / Entrepreneurial Operating SystemPosition OverviewFlorida Merchant Services is seeking an experienced, highly organized, results-driven, and strategic Director of Operations to lead the company's daily operational activities, develop efficient systems, strengthen departmental accountability, and ensure organizational excellence.This position is responsible for overseeing operational performance, improving internal processes, developing department leaders, and ensuring that the company's vision is translated into measurable results.The ideal candidate is a strong leader who understands how to manage people, implement systems, solve problems, and create accountability across multiple departments.Experience with the Entrepreneurial Operating System (EOS), particularly in an Integrator capacity, is highly desirable.The Director of Operations will work closely with the CEO to ensure that Florida Merchant Services operates efficiently, delivers exceptional customer experiences, and continues growing through structured processes, leadership development, and operational excellence.Our goal is to build an organization that runs on systems, not constant supervision.Our Six Core ValuesOur core values define how we operate, serve our customers, lead our employees, and make decisions.1. Glorify GodWe strive to honor God through integrity, honesty, compassion, humility, and ethical business practices.We believe our work should reflect excellence, respect for others, and a commitment to doing what is right.2. Customer SatisfactionWe are committed to providing exceptional customer experiences.Every department must operate with a customer-first mindset, ensuring merchants, agents, partners, and internal teams receive professional, responsive, and dependable service.3. Speed and PaceWe value urgency, efficiency, and effective time management.We believe in completing responsibilities promptly, meeting deadlines, eliminating unnecessary delays, and maintaining momentum without sacrificing accuracy.4. Industry KnowledgeWe believe continuous education is essential to success.Our leaders and employees must develop strong knowledge of the merchant services industry, payment processing platforms, operational procedures, and emerging technologies.5. Commitment to ExcellenceWe take ownership of our responsibilities and hold ourselves accountable to high standards.We believe excellence requires attention to detail, consistent execution, measurable performance, and continuous improvement.6. Maintain a Positive AttitudeWe believe positive leadership creates stronger teams and better outcomes.We approach challenges with professionalism, optimism, respect, teamwork, and a solution-oriented mindset.The Director of Operations is expected to demonstrate and reinforce these values through leadership, departmental accountability, communication, and operational decision-making.Key Responsibilities1. Daily Operations & Organizational LeadershipOversee and coordinate daily operations across Florida Merchant Services.Ensure departments operate efficiently and consistently with company goals.Establish clear expectations, priorities, and performance standards.Lead department managers and hold them accountable for results.Identify operational challenges and implement sustainable solutions.Ensure business continuity and minimize disruptions.Develop organizational systems that reduce dependence on executive leadership for routine decisions.Promote communication and collaboration between departments.Provide consistent operational updates and recommendations to the CEO.2. EOS Implementation & Integrator ResponsibilitiesExperience with the Entrepreneurial Operating System (EOS) is strongly preferred.The Director of Operations should be capable of supporting or serving in an EOS Integrator-style role, translating the company's vision into execution.Responsibilities include:Implement and maintain EOS tools, processes, and accountability practices.Facilitate weekly Level 10 (L10) meetings.Develop and maintain company and departmental scorecards.Coordinate quarterly Rocks and monitor completion.Maintain and update the Accountability Chart.Identify, Discuss, and Solve (IDS) operational issues.Promote clear ownership of responsibilities and deliverables.Help leadership establish measurable goals and priorities.Support quarterly planning and annual strategic planning.Ensure leadership decisions are translated into specific actions and deadlines.Primary objective: Create organizational alignment, accountability, and disciplined execution throughout Florida Merchant Services.3. Departmental Management & AccountabilityOversee operational performance and collaboration across key departments, including:Customer CareTechnical SupportDeployment and InstallationsApplications and Merchant OnboardingClient Success and RetentionHuman Resources and AdministrationFinance and Accounting coordinationSales Operations supportResponsibilities include:Conduct regular departmental performance reviews.Establish clear responsibilities for department leaders.Monitor department-specific KPIs.Identify staffing, training, and resource needs.Address recurring operational problems.Ensure departmental processes are documented and followed.Strengthen communication between sales, operations, finance, and customer-facing teams.4. Systems, Processes & Operational ImprovementDevelop, document, and implement standard operating procedures (SOPs).Evaluate existing workflows and eliminate unnecessary steps.Identify opportunities for automation and AI-supported processes.Improve operational efficiency while maintaining service quality.Establish consistent procedures for merchant applications, approvals, equipment deployment, installations, and ongoing service.Ensure systems and processes can support organizational growth.Monitor operational accuracy, turnaround times, and service standards.Develop backup procedures for critical operational functions.Coordinate with technology teams to implement process improvements.Our philosophy: If a process is important, it should be documented, measurable, and repeatable.5. Customer Experience & Merchant JourneyOversee the operational aspects of the complete merchant journey.Ensure merchant applications are reviewed, submitted, and tracked accurately.Monitor underwriting and approval timelines.Oversee equipment ordering, deployment, and installation performance.Ensure merchants receive timely communication throughout onboarding.Monitor customer service response times and resolution quality.Develop processes for merchant follow-ups and satisfaction checks.Identify causes of merchant complaints and implement corrective actions.Support merchant retention and reduce preventable account closures.Ensure escalated merchant concerns are addressed promptly.6. Employee Leadership & DevelopmentLead, coach, and develop department managers and operational employees.Establish clear expectations and accountability.Partner with Human Resources on hiring, onboarding, training, and performance management.Identify leadership potential and support succession planning.Promote a positive, inclusive, respectful, and professional work environment.Address performance concerns promptly and fairly.Encourage employee ownership, initiative, and problem-solving.Support employee recognition and professional growth.Reinforce FMS core values throughout the organization.7. Financial & Operational PerformancePartner with the Finance Department to monitor operational expenses.Identify opportunities to reduce unnecessary costs.Support budget development and resource allocation.Monitor the financial impact of operational decisions.Review operational losses caused by errors, delays, or inefficiencies.Identify risks that could negatively affect company profitability.Support financial forecasting with operational performance data.Ensure appropriate controls exist for inventory, equipment, and company resources.8. Reporting, Scorecards & Executive CommunicationThe Director of Operations will provide the CEO with consistent, accurate, and actionable operational reporting.Responsibilities include:Develop and maintain a company-wide operational dashboard.Provide daily or weekly operational performance summaries as directed.Track department KPIs, outstanding issues, and completion deadlines.Identify operational risks requiring executive attention.Report progress on strategic priorities and quarterly Rocks.Present solutions and recommendations rather than simply reporting problems.Ensure departmental leaders provide timely and accurate information.The CEO should have clear visibility into company performance without needing to manage every operational detail.Required QualificationsBachelor's degree in Business Administration, Operations Management, Finance, or a related field, or equivalent relevant experience.Minimum 5–7 years of progressive operations management experience.At least 3 years of experience leading managers or multiple departments.Demonstrated success developing and implementing operational systems and processes.Strong experience with KPI management, performance reporting, and organizational accountability.Excellent leadership, communication, organizational, and problem-solving skills.Experience managing cross-functional teams.Strong analytical and decision-making abilities.Ability to prioritize multiple responsibilities in a fast-paced environment.Experience developing SOPs, operational dashboards, and performance improvement initiatives.High level of professionalism, integrity, confidentiality, and accountability.