Director of Service

Director of Service – Peoria Heights, IL

Schedule: Monday – Friday; full-time, in-office

Hours: 45 hour minimum workweek

Salary: $90K–$100K 

Benefits: Medical, Dental, Vision, Supplemental Insurance, Life Insurance, PTO, Employee Discount Program, and 401(k) plus company match after one year of service.

Sherman's: Proudly Not Normal Since '76 (and Counting!)

Forget everything you think you know about retail. Back in '76, while the world was doing its thing, Sharon Sherman was busy building something different – a side hustle selling clocks and gifts with a whole lot of heart. Fast-forward nearly half a century, and Sherman's has blossomed into four locations packed with home appliances, furniture, and mattresses.

Sure, we've grown beyond microwaves, but our family values? Rock solid. Show Concern. Have Fun. Be Helpful. Demonstrate Integrity. Show Ambition. Develop Relationships. These aren't just words on a wall; they're the fuel that keeps us going.

Why are we here? Because we're genuinely passionate about our community. We're the neighbors who help you turn houses into homes. And it all started because Sharon dared to be different.

We're Seeking a Director of Service

This is a high-level, strategic leadership role. You'll lead our Service Department: Appliance Service, Customer Care, Furniture Service, and Service Support. This department combines three critical functions: a high-volume customer care team, skilled field service technicians who repair appliances and furniture in customers' homes, and an office support team that manages scheduling, parts procurement, inventory, manufacturer warranty claims, and technician logistics.

You'll develop leaders, use data to identify opportunities, improve processes and systems that drive long-term success, and help shape the future of our Service organization.

What Matters Most to Us?

We're looking for someone who connects data, people, and processes to move the business forward.

You believe every process can be improved, and every leader can continue to grow.

You enjoy digging into operational data, identifying trends, asking thoughtful questions, and uncovering the "why" behind performance.

Whether it's technician utilization, customer satisfaction, call volume, profitability, or operational efficiency, you're naturally curious about what the data is telling you — and confident recommending improvements based on those insights.

You're just as passionate about developing leaders as you are about improving processes, because you know sustainable results come from both.

So, What Does "Not Normal" Look Like Day-to-Day?

Strategic Leadership

• Set the long-term vision for the Service department. 

• Help experienced leaders continue growing through coaching, development, and accountability. 

• Build leadership capability that strengthens the entire organization.

Operational Excellence

• Analyze performance data to identify trends and opportunities. 

• Build dashboards, scorecards, and KPIs that help leaders make better decisions. 

• Standardize processes that improve consistency, quality, and profitability. 

• Recommend operational improvements backed by data so that the department has the capacity to improve — not just keep up.

Continuous Improvement

• Understand how every part of the department connects before recommending change. 

• Build scalable systems that support future growth. 

• Balance today's priorities while creating capacity for tomorrow's opportunities.

Qualifications

• 2+ years of management experience. 

• Experience leading leaders and developing high-performing teams. 

• Experience using operational data and KPIs to drive business decisions.

• Demonstrated success improving systems, processes, and organizational performance.

• Strong business acumen with the ability to balance people, processes, and profitability. 

Skills

• Strategic and systems thinking. 

• Curiosity and analytical problem-solving. 

• Ability to influence through data. 

• Leadership coaching and talent development. 

• Comfortable navigating change.

• Strong business communication. 

• Intermediate Excel skills (Power BI experience is a plus).

If This Sounds Like You...

This role is for you if you love improving organizations—not by doing everything yourself, but by developing leaders, building better systems, and using data to drive smarter decisions.

If you're energized by solving operational challenges, coaching experienced leaders, and helping shape the future of a growing organization, we'd love to meet you!

Equal Opportunity Employer. Pre-employment background check required.