Head of Service Delivery & Quality

Position Summary

The Head of Service Delivery & Quality is a senior operational leader responsible for ensuring Maxin Home delivers exceptional, consistent, and high-quality maintenance services across all markets. This role oversees service operations, partner network performance, customer experience, field-team management, and end-to-end quality assurance. The ideal candidate combines operational discipline with strategic thinking—building scalable systems, enforcing service standards, and driving continuous improvement to uphold Maxin Home’s promise of “Your Home, Always at Its Best.”

Key Responsibilities

Service Delivery Leadership

• Own the full service-delivery lifecycle—from scheduling, dispatch, and field execution to completion and follow-up.

• Build and manage internal service crews; oversee onboarding, training, and performance standards.

• Lead external service-provider partnerships ensuring SLAs, response times, and quality benchmarks are consistently met.

• Develop and optimize nationwide operational playbooks, SOPs, and service protocols for HVAC, plumbing, landscaping, cleaning, and specialty services.

Quality Assurance & Standards

• Design and implement Maxin Home’s Quality Framework covering inspections, service audits, technician certification, and customer feedback loops.

• Establish KPIs to measure service reliability, job accuracy, first-time fix rate (FTFR), and customer satisfaction.

• Perform root-cause analysis on service failures and lead corrective actions to improve results and prevent recurrence.

• Ensure compliance with safety regulations, licensing requirements, and brand standards.

Customer Experience & Issue Resolution

• Partner with Customer Support leadership to ensure seamless handoffs between customer inquiries, scheduling, field service execution, and follow-up.

• Oversee service-recovery processes for escalated issues; ensure rapid resolution and learning integration.

• Lead initiatives to elevate customer satisfaction, retention rates, and overall service perception.

Operational Systems & Technology

• Drive adoption of Maxin Home’s service management tools, CRM, and scheduling platforms.

• Collaborate with Product/AI teams to integrate smart automation, predictive maintenance, and customer-facing dashboards.

• Develop data-driven insights and operational dashboards to monitor performance in real time.

Vendor & Partner Management

• Evaluate, negotiate, and manage external service providers to ensure quality, capacity, and market coverage.

• Establish partner scorecards and oversee quarterly business reviews (QBRs).

• Build scalable partner-expansion models to support multi-market growth.

Strategic Planning & Expansion

• Develop market-launch playbooks and service-quality strategies as Maxin Home scales nationwide.

• Collaborate with executive leadership on pricing models, service tiers, and operational innovations.

• Lead workforce planning and capacity forecasting for internal technicians and external vendor networks.

Required Skills & Experience

• 10+ years of leadership experience in service operations, home services, facilities management, field operations, or similar industries.

• Proven track record building and scaling service teams across multiple locations.

• Strong understanding of home-service categories (HVAC, plumbing, Electrical, cleaning, etc.) and related regulatory requirements.

• Experience managing vendor networks, SLAs, and multi-market service delivery.

• Excellent problem-solving skills, process mindset, and ability to build systems from the ground up.

• Data-driven decision maker with familiarity in CRM/Service Management platforms.

• Strong leadership, communication, and cross-functional collaboration skills.

Preferred Qualifications

• Experience launching or scaling subscription-based service products.

• Six Sigma, ITIL, or similar quality/process certification.

• Background in startups or high-growth service organizations.

• Experience leveraging AI or predictive maintenance tools within service operations.

What Success Looks Like

• 95%+ customer satisfaction across all markets

• Reliable and consistent service delivery across all providers

• Scalable nationwide operational infrastructure

• Reduced escalations and improved response times

• Strong vendor performance and adherence to SLAs

If interested, Please send your resume and cover letter to hr@maxinhome.com