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About the Role
Done Right Hood & Fire Safety is seeking an experienced Operations & Service Manager to lead their service and scheduling team, ensure high-level operations, and support company growth. This role is crucial for maintaining smooth daily operations, coaching the team, optimizing schedules and routes, handling customer escalations, and upholding service quality.
Responsibilities
- Oversee all services, ensuring hood cleaning, grease trap, and fire safety operations run smoothly.
- Lead, coach, and develop the service and scheduling staff, setting clear expectations and fostering a positive culture.
- Own and oversee the daily schedule, ensuring technicians and crews are fully booked with efficient routing.
- Ensure routes are efficient and geographically organized to minimize travel time.
- Handle escalated customer complaints, resolving issues to ensure customer satisfaction.
- Monitor service quality across all crews to meet company standards and customer expectations.
- Track performance against revenue targets and take action to meet goals.
- Ensure in-office staff are punctual, understand their responsibilities, and complete daily tasks.
- Partner with leadership to improve processes, solve operational challenges, and support business growth.
Requirements
- Proven track record managing field service operations or service teams.
- Excellent customer service skills, with confidence in handling customers via phone and in person.
- Strong organizational skills and ability to manage competing priorities.
- Ability to make sound decisions quickly and solve problems effectively.
- Comfort with scheduling and CRM software, email, and spreadsheets.
- Familiarity with the five boroughs and the greater tri-state area.
Skills
- Leadership
- Managerial skills
- Reliability
- Customer service
- Organization
- Problem solving
- Technology proficiency
- Local knowledge
Location
- New York City
- Tri-state area
Work Type
- Full-time
Experience Level
- Experienced
- Managerial
Education Level
- High school diploma or equivalent required
- College or business coursework is a plus
Salary/Compensations
- $90,000/year plus bonus
Benefits
- Performance incentives and bonuses
- Health, dental and vision insurance
- 401(k)
- Paid sick time
- Commuter benefits
About the Company
- Done Right Hood & Fire Safety is a leading fire safety company serving New York City and the greater tri-state area.
- The company specializes in kitchen exhaust hood cleaning, grease trap service, and fire safety work.
- Known for white-glove service, characterized by care, professionalism, and attention to detail.
- Offers a fun, upbeat, and close-knit workplace environment.