Operations & Service Manager

Done Right Hood & Fire Safety is a leading fire safety company serving all five boroughs of New York City and the greater tri-state area, and we're known for one thing above all: white-glove service.

• A leading fire safety company: our crews provide kitchen exhaust hood cleaning, grease trap service and fire safety work that keeps restaurants and commercial kitchens safe, compliant and open for business.
• Serving the five boroughs: from Brooklyn and Queens to Manhattan, the Bronx and Staten Island, we're on the ground across the city every day.
• White-glove service: every call, every visit and every follow-up is handled with care, professionalism and attention to detail.

We're also a genuinely fun place to work. Our team is upbeat, high-energy and close-knit, and we take the work seriously without taking the fun out of it. We're looking for an experienced Operations & Service Manager to lead our service and scheduling team, keep operations running at a high level, and help us continue to grow.

• Oversee all services. Serve as the go-to leader for our hood cleaning, grease trap and fire safety operations, making sure every service line runs smoothly from day to day.
• Lead, coach and energize the team. Guide and develop our service and scheduling staff, set clear expectations, and build a positive culture where people enjoy coming to work and take pride in what they do.
• Own the schedule. Review and oversee the schedule so it's properly built and set, with every technician and crew fully booked and no gaps in the day.
• Keep routes tight. Make sure routes are efficient and geographically organized, so crews spend their time working, not driving.
• Handle escalated complaints. Step in when a customer issue goes beyond what our schedulers can resolve, find the right solution, and turn a frustrated customer into a loyal one.
• Maintain service quality. Monitor work across all crews and make sure every job meets our standards and our customers' expectations.
• Drive revenue. Track performance against the company's revenue targets and take action to keep us on pace to meet them.
• Keep the office on track. Make sure in-office staff arrive on time, know their responsibilities for the day, and complete them.
• Partner with leadership. Work closely with ownership to improve processes, solve operational challenges and support the growth of the business.

• Leadership: a positive, energetic leader who motivates people, holds the team to high standards and leads by example.
• Managerial skills: strong, hands-on management ability, with a guiding approach that develops people, gives clear direction and helps every team member succeed.
• Reliability: someone dependable and consistent whom the team, customers and ownership can count on every day.
• Experience:
  
  a proven track record managing field service operations or service teams, ideally in hood cleaning, fire safety, plumbing, HVAC or a similar industry.
• Customer service: excellent customer service skills, with the confidence to handle customers by phone and in person and to deliver white-glove service, especially in difficult situations.
• Organization and problem solving: strong organizational skills and the ability to manage competing priorities, make sound decisions quickly and solve problems as they come up.
• Technology: comfort with scheduling and CRM software, email and spreadsheets. Service Trade experience is a big plus.
• Local knowledge: familiarity with the five boroughs and the greater tri-state area.
• Education:
  
  high school diploma or equivalent required; college or business coursework is a plus.

• A fun, upbeat workplace: an energetic, close-knit team that works hard, laughs a lot and…