Operations Leader

Job Description

About the Role:

Position Overview

We are seeking an experienced Operations Leader to take full ownership of day-to-day business operations. As we grow geographically and into new lines of business — this role will take on increasing strategic responsibility alongside the President. This role is a leadership position with accountability for performance, people, and profitability. You will run the business day to day: managing the team, overseeing financial performance, driving process improvement, and ensuring customers get consistent, high-quality service.

Incumbent will be measured on Key Process Indicators (KPIs) that will include: growth of business, customer retention, employee retention, utilization, and other key metrics. We're looking for a decisive, hands‑on operator who can be trusted to make the call, own the outcome, and grow with the business.

• Own full day-to-day operational and P&L responsibility for the business
• Set and drive execution against operational goals, KPIs, and performance targets.
• Make independent operational decisions within an agreed budget and authority level, escalating only what genuinely requires the President's input.
• Identify and implement process improvements to increase efficiency, quality, and margin.
• Provide the President with regular, concise performance reporting (financial, operational, and staffing) to support growth planning.

• Manage, coach, and hold accountable field technicians and any direct-report supervisors.
• Own hiring, onboarding, performance management, and (when necessary) termination decisions for operations staff
• Build schedules, assign routes and workloads, and ensure adequate staffing and coverage.
• Develop training programs that raise technical skills, safety awareness, and customer service standards.

• Manage the operating budget, control costs, and monitor margins on jobs and service contracts.
• Oversee inventory, equipment, and supply planning; negotiate with and manage vendor/supplier relationships.
• Approve purchases and expenditures within delegated spending authority.

• Serve as the primary point of escalation for customer service issues, ensuring timely and satisfactory resolution.
• Ensure all work meets fire safety codes, industry regulations, and company quality standards.
• Maintain and strengthen relationships with key commercial accounts.

• 7+ years of progressive operations or business management experience, including managing other managers or supervisors, ideally within a commercial service-based business (e.g., fire protection/life safety, HVAC, security, facilities, pest control, or similar trades/service industries)
• The underlying business model here is straightforward, so we're open to strong operators from other commercial service industries — fire and life safety experience is a plus, not a requirement.
• Demonstrated track record of owning a P&L, budget, or cost center with minimal oversight.
• Proven ability to make independent decisions and be accountable for business outcomes, not just task completion.
• Strong people-management skills, including hiring, performance management, and team development.
• Excellent organizational, communication, and problem-solving skills
• Proficiency with scheduling/dispatch software, and general business systems (e.g., Quick Books or similar)
• Bachelor's degree in business or related field preferred, or equivalent experience

• Competitive salary, commensurate with experience, plus performance-based bonus tied to operational and financial KPIs.
• Comprehensive benefits package.
• Significant room for growth: this role is positioned to take on greater scope and responsibility.
• A supportive, dynamic culture built on collaboration and accountability.

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