Director, Business Operations

Phoenix, AZ
30+ days ago

Job Description

Status: Full-time, Exempt

Division: Pro-Pipe

Department: Business Operations

Pay Classification: Salary

Reports to: National Underground Group CFO

Date Created: July 2021 Revision Dates:

Company Background

For decades, National Underground Group has been providing diverse, high-quality solutions for underground infrastructure services and technologies to engineering firms, government entities, and construction companies by providing best in class services and technologies for the assessment, maintenance, and protection of underground infrastructure.

The organizations’ member companies — Pro-Pipe, Tri-State Utilities, Accumark, PipeVision, and Benchmark — have been providing solutions to engineering firms, government entities, utility owners and contractors across the nation for over 30 years.

They continually strive to bring value to their clients through high-quality data deliverables and services in pipe cleaning and assessment, cross bore inspection, trenchless rehabilitation, and subsurface utility locating and mapping.

Pro-Pipe, the trusted leader in cross bore inspection programs, has 30 years of experience in the visual assessment and cleaning of underground infrastructure, including sewer pipes and storm drains and is the largest business within National Underground’s portfolio. Using the latest technology, a GPS/GIS-based approach and a cloud-based data management system, Pro-Pipe provides clients with high-level data solutions for even the most complex projects.

Pro-Pipe specializes in the use of advanced technology to produce the quality data and recommended solutions that drive the good planning decisions that precede major infrastructure renewal programs. Pro-Pipe is also known as a pipe maintenance company that focuses on customer service and safety.


  • Cross Bore Inspection — Pro-Pipe helps utility providers eliminate the risks presented by new or replacement utility lines horizontally bored through existing wastewater infrastructure.
  • Pipe Inspection — Pipe inspection reveals and assesses the condition of sewer pipes and storm drains while delivering risk-mitigation data that provides insight into current and future projects.
  • Trenchless Repair — Non-intrusive pipe repair services are as robust as traditional repairs but are quicker and less invasive. They eliminate digging up the jobsite and the associated rehabilitation costs.
  • Pipe Cleaning — Pro-Pipe is capable of cleaning pipes of all diameters. Only after arrival at the site is the scope of the job assessed and the best approach determined.
  • Vacuum and Hydro Excavation — This method safely and efficiently locates fiber optic lines, cables and utilities while avoiding the damage that may occur with traditional, mechanical excavation.

Key Roles & Responsibilities

The Director of Business Operations is a key member of Pro Pipe’s senior leadership team, serving as a business partner to the Pro Pipe President, Director of Field Operations, and branch managers. The Director is responsible for managing a team of approximately 40 (and growing), technical (quality control) and administrative professionals to provide administrative, organizational, quality control, and customer support services to support branch operations and ensure customer success. The Director will be the champion of continuous process improvement within Pro Pipe to drive efficiencies and enable scalable growth. The Director will report to the Chief Financial Officer and be based at Pro Pipe’s headquarters in Phoenix, Arizona.

  • Lead Pro Pipe’s quality control group, responsible for supplying compliant deliverables to our customers, and Pro Pipe’s business operations group, responsible for scheduling, job data auditing, revenue entry, customer service, billing & collections, accounts payable, and payroll.
  • Recruit, train, and retain personnel; mentor and develop staff; support a culture focused on customer service, continuous improvement, and performance measurement.
  • Proactively collaborate with Pro Pipe leadership and branch managers to ensure efficient process execution and customer support.
  • Define and maintain Service Level Agreements for internal customers (field operators); monitor and measure for success.
  • Identify and develop standard approaches, toolsets, and training needs to further define and build out the foundation of the Business Field Operations and Administrative teams.
  • Develop and monitor KPI’s, scorecards and other tools to measure the day-to-day activities of the team and the success of process improvement initiatives.
  • Serve as Pro Pipe’s continuous process improvement champion, defining opportunities and executing projects to reduce waste and complexity in our business processes.
  • Establish scalable processes to support rapid growth; support post-merger-integration efforts to onboard newly acquired companies into standardized business processes.
  • Cultivate and maintain healthy relationships with key customers.


  • Bachelor's degree in business management, project management, or in a related field.
  • At least 10 years' experience in business process management; experience with field services preferred
  • At least 5 years’ supervisory experience & customer-facing experience
  • Exceptional leadership, collaboration, and communication skills.
  • Experience with lean processes and methodologies; lean certification or equivalent a plus
  • Experience with ERP systems; Acumatica a plus
  • Proficient in MS Office products
  • Superb recordkeeping, time management, and organizational skills.
  • Advanced analytical and problem-solving skills.


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