Service Manager

Job Title:

New York Service Manager

Location:

New York, NY

Department:
Installation Operations

Work Type:
On-site / Full-Time

Schedule Requirement:
Monday - Friday, 9:00am - 5:30pm.

STARK is seeking an experienced Service Manager to lead the teams and workflows responsible for last-mile delivery, site measuring, layout coordination, installation, fabrication coordination, and project closeout across the Tri-State market. This role will oversee the Tri-State Installation Specialists and Labor Logistics Coordinators, creating clear accountability from measure through installation and billing. The ideal candidate is a hands-on service leader with strong carpet, installation, field-service, or comparable project-delivery experience.

They will improve turnaround times, strengthen communication between teams, and drive consistent adoption of new tools such as Measure Square and other operational tools.

• Lead, coach, and develop the Tri-State Installation Specialist and Labor Logistics teams.
• Establish clear ownership, workflows, escalation paths, and service standards across measuring, layouts, delivery, installation, and billing.

• Oversee last-mile delivery, installation, fabrication coordination, site measures, and quality control.
• Partner with installers, fabricators, warehouse teams, sales teams, Account Managers, workrooms, and clients to ensure projects are executed smoothly.
• Resolve field issues, installation challenges, delivery problems, customer escalations, and claims-related concerns.

• Own the end-to-end measuring and layout process, including turnaround-time expectations and quality control.
• Drive Measure Square adoption across the appropriate teams and ensure the platform is used consistently and effectively.
• Improve quote and plan turnaround by reducing unnecessary handoffs and clarifying responsibilities.

• Serve as the operational link between sales, customer experience, claims, warehouse, workrooms, installers, fabricators, and finance.
• Support accurate order status updates, labor invoice review, approvals, project closeout, and billing readiness.

• 5+ years of progressive leadership experience in flooring operations (preferably carpet), installation management, field service, project delivery, or a comparable environment.
• Demonstrated experience managing teams responsible for scheduling, logistics, field ops, installation, delivery, or customer-facing service.
• Strong understanding of carpet installation, measuring, layouts (with seam placement) preferred.
• Ability to read and interpret floor plans, drawings, and installation requirements.
• Strong communication, problem-solving, organizational, and leadership skills.
• Proficiency with Microsoft Office, Outlook, Excel, Word
• Valid driver’s license and ability to travel to local project sites as needed.

This role is intended to lead the full service operation—not simply maintain the existing process. It will be accountable for improving execution, speed, visibility, and customer experience across measuring, delivery, installation, and layouts.

With more than 80 years of industry expertise, STARK is the discerning designer’s go-to source for luxurious custom carpet and rugs.

To live our mission of helping create world class experiences, we believe our first responsibility is making design industry professionals the heroes in their projects because supporting businesses helps to preserve craftsmanship and enable unique and specially designed spaces to exist. In meeting their needs, we must continue to deliver peace of mind service while offering…