A director of operations is hired to build systems that other people run. So the interview has to test 2 things: whether the candidate can build a system that holds up in the field, and whether they can get your managers to use it.
The 16 questions below follow the parts of the job. Each one comes with what a strong answer sounds like and what to watch for.
How to use these questions
Pick 6 to 8 for each interview. Split the rest across your other interviewers so each one covers different ground.
Ask for numbers. A director of operations should be able to tell you what a system changed, in callbacks or labor cost. A story with no number in it is worth a follow-up.
Check the answers with the managers who worked for them. A former general manager can tell you whether the candidate's systems got used when the candidate wasn't around.
Building systems
1. "Tell me about a system you built from scratch. What was broken before, and how did you know it was fixed?" Listen for a before-and-after number. Watch for a system described only as a binder or a software rollout.
2. "Walk me through the first version of that system. What didn't work in the field?" Strong operators expect version 1 to break, and they can name exactly what they changed. Watch for a launch story with no problems in it.
3. "How do you decide what every location does the same way and what each one decides for itself?" Listen for a clear line, like safety and pricing fixed and scheduling left to the location. Watch for "everything should be the same," which can push your best managers out.
4. "Tell me about a process you got rid of." Listen for a reason tied to cost or time. Watch for a leader who has only ever added steps.
Leading through managers
5. "Tell me about a general manager who pushed back on a system you built. What happened?" Listen for whether they changed something or held the line for a good reason, and how the GM felt about it afterward. Watch for "they got on board eventually" with no detail.
6. "How do you know a manager is following the playbook when you're not there?" Listen for scorecards, unplanned field visits and the questions they ask on them. Watch for "I trust my people" with nothing to check it.
7. "Tell me about a manager you had to replace. How long did it take you to decide?" Listen for coaching first, then a decision in weeks. Watch for months of waiting.
8. "Which manager you developed is running something bigger today?" Listen for a name and what they did to get that person ready. A long pause tells you something too.
Knowing the field
9. "When did you last spend a full day in the field, and what did you change because of it?" Listen for a recent date and a specific change. Watch for a leader who runs the operation from reports.
10. "What does a bad day look like at one of your locations, and who calls you first?" Listen for detail at the level of crews and trucks. Watch for an answer that's all meetings.
11. "Tell me about a time the field was right and the office was wrong." Listen for respect for the people doing the work, and for what the candidate changed in the office.
Growth and acquisitions
12. "Tell me about a location you opened or a company you bought and brought onto your systems. What did you keep from how they did things?" Listen for what they kept, and who. Watch for a plan that replaced everything in the first month.
13. "If we doubled the number of locations in 3 years, what breaks first?" The best candidates ask you a few questions before they answer. Watch for a growth plan that could belong to any company.
14. "What would you do in your first 90 days here?" Listen for time spent learning before changing. Watch for the plan from their last company, unchanged.
The numbers
15. "Which 5 numbers would you look at every Monday morning, and why those?" Listen for numbers tied to your work, like labor as a percent of revenue or backlog. Watch for revenue numbers only.
16. "Tell me about a time the numbers looked fine and the operation wasn't." Listen for how they found it. The answer usually starts with something they saw in the field.
After the interview
Debrief the same day. Have each interviewer score the candidate on building systems and on leading managers before anyone compares notes.
Give finalists a real problem. Pick something from your operation, like a location with too many callbacks, and ask for a 30-minute walkthrough of how they'd find the cause. You'll learn how they think and what they ask for.
Test character too. These questions cover the job. For how a candidate leads people, pair them with our leadership interview questions, built on Patrick Lencioni's work.
Before the interviews, our director of operations job description template helps you define the seat. If you're hiring for it now, start with a conversation.