Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Director of Service Operations will lead and oversee the day-to-day activities of Total Fire Protection's Service Operations divisions, focusing on P&L, revenue, expenses, operational excellence, safety, and compliance. A key priority is to design a centralized Center of Excellence to strengthen consistency, scalability, accountability, and service delivery across all service operations. This role involves leading a dynamic team to drive growth, operational efficiency, and a customer-focused culture.

Responsibilities

Uphold and demonstrate Total Fire Protection’s CORE values and mission statement.
Align service operations with the company’s strategic goals, growth initiatives, and business objectives.
Assess existing support service delivery processes to design and implement a centralized Center of Excellence.
Oversee all aspects of the Service Operations Divisions.
Lead P&L management by tracking and controlling revenue and expenses.
Lead and manage the service operations team, ensuring motivation, productivity, and alignment with company objectives.
Plan, monitor, and adjust daily operations to ensure smooth progress and implement best practices for efficiency.
Collaborate effectively with cross-functional teams such as Finance & Accounting, Sales, and HR.
Work closely with HR to ensure the team is properly trained and compliant with safety regulations.
Develop and support training programs for technicians focusing on skills development, safety, and customer service excellence.
Assist in the recruitment, onboarding, and retention of skilled field technicians and service personnel.
Foster proactive communication with customers, vendors, suppliers, and subcontractors.
Support the timely and accurate processing of work orders, including opening, closing, billing, and cost management.
Direct logistics operations to ensure efficient scheduling, dispatching, and routing of field technicians.
Ensure that field technicians adhere to all safety standards and labor regulations.
Maintain compliance with industry standards and relevant codes.
Track field technician performance, monitoring productivity, customer satisfaction, and adherence to company standards.
Coach field technicians to identify and capitalize on upsell opportunities.
Stay current with industry trends, local and state codes, and best practices.
Leverage technology and digital tools to enhance operational excellence and improve service delivery.
Implement and manage software solutions to streamline operations and enhance customer service.

Requirements

8+ years of experience in operations management within service-oriented industries, preferably in fire protection or similar fields.
Proven experience in managing P&L, revenue, and expenses in a service operations environment.
Strong leadership skills with the ability to manage and motivate cross-functional teams.
Experience reviewing, redesigning, or centralizing support service delivery models, shared services, or Centers of Excellence strongly preferred.
Excellent communication, negotiation, and problem-solving skills.
In-depth knowledge of service operations, scheduling, logistics, and work order management.
Ability to effectively collaborate with senior leaders and hiring managers.
Strong problem-solving skills and the ability to work under pressure.
Strong attention to detail and commitment to quality.
Team player with a proactive attitude.
Experience with safety protocols, compliance regulations, and industry standards.
Ability to coach, mentor, and develop staff at all levels.
Strong organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment.
Proficient in Microsoft Office Suite and service management software.
Service Manager, Sales Force and /or Sage experience a plus.
The job may require moderate physical labor including activities such as lifting equipment, climbing ladders, or working in confined spaces.

Skills

Operations Management
P&L Management
Revenue and Expense Control
Team Leadership
Strategic Planning
Process Improvement
Customer Service
Collaboration
Training and Development
Recruitment
Vendor Relations
Work Order Management
Logistics Management
Safety Protocols
Compliance Management
Performance Monitoring
Coaching
Mentoring
Organizational Skills
Microsoft Office Suite
Service Management Software

Location

Woodbury, NY (on-site)

Work Type

On-site

Experience Level

8+ years of experience in operations management

Education Level

Bachelor’s degree in business, Operations Management, or a related field (preferred)

Salary/Compensations

Competitive salary

Benefits

Competitive benefits package
Opportunity to make a significant impact in a growing and dynamic industry.
Collaborative and supportive work culture focused on professional growth and development.

About the Company

At Total Fire Protection, our MISSION is simple, “Embracing Relationships, while keeping you safe, and delivering First Class Service.”
Our diverse team members support one another as we work towards our common goal of bringing Fire and Life Safety to our customers nationwide.
Our Company culture has been built on the foundation of our CORE VALUES that define “Who We Are”.
CORE VALUES: Committed to Growth, Proactive and Solutions-Oriented, Caring.

Equal Opportunity

Total Fire Protection is an Equal Opportunity Employer and does not discriminate against any applicant based on race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.