Director of Service Operations

Land Gorilla

Director of Service Operations responsible for service product ownership and operational excellence at Land Gorilla, leading AI-driven service delivery in construction finance.

Posted 4/24/2026full-timeRemote • 🇺🇸 United StatesLead💰 $145,000 - $180,000 per yearWebsite

About the role

Key responsibilities & impact

Take full accountability for the revenue generated by core service lines; collaborate with Sales to identify market opportunities and expansion paths.
Manage the financial model for service products, ensuring operating efficiency, cost-of-service optimization, and healthy margins.
Define, monitor, and report on key performance indicators (KPIs) including turnaround time, accuracy rates, and unit economics.
Act as the primary internal advocate for the customer experience; success is directly measured by Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).
Operate and improve systematic processes to capture, analyze, and act upon customer feedback.
Use customer insights to prioritize the development of agentic services, ensuring that automation solves real-world client problems rather than just internal efficiencies.
Lead the transformation of services into "agentic" workflows, identifying areas where AI can drive 10x improvements in speed and scalability.
Design and refine the "human-in-the-loop" infrastructure to ensure quality and risk mitigation remain uncompromised as services become more automated.
Own the quality standards for all risk reports and inspection data; implement rigorous auditing systems to ensure company standards.

Requirements

What you’ll need

7+ years of experience in Operations Management, Service Product Management, or a similar leadership role within a high-growth environment (SaaS or Tech-Enabled Services preferred).
Proven track record of managing P&L for service-based products; experience in fintech, financial services, real estate, construction lending, or risk management is a significant plus.
A proven history of using customer feedback and sentiment data to drive operational change and product roadmaps.
Strong understanding of how AI and automation are changing service delivery; experience managing "human-in-the-loop" or agentic workflows is highly desirable.
Exceptional verbal and written communication skills, with the ability to challenge the status quo transparently and resolve issues decisively.
High ethical standards and a commitment to creating transparent systems of accountability for both internal teams and external partners.

Benefits

Comp & perks

Health (+Dependent Coverage), Dental, and Vision Insurance Package
12 Observed Holidays
Paid Time Off: Accrues up to 160 hours/ 20 days
Paid Sick Leave: 40 hours
2 Floating Holidays
Paid Family Leave
401(k) and Company Matching
Employee Assistance Programs (EAPs) for Mental Health, Financial Planning, Crisis Intervention
Remote Company - Work From Home Policy
Monthly Stipend

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Hard Skills & Tools

Operations ManagementService Product ManagementP&L ManagementAI and AutomationHuman-in-the-loop WorkflowsCustomer Feedback AnalysisKey Performance Indicators (KPIs)Risk ManagementAuditing SystemsCost-of-Service Optimization

Soft Skills

Communication SkillsLeadershipProblem SolvingAccountabilityCustomer AdvocacyTransparencyDecision MakingCollaborationAdaptabilityEthical Standards