Director of Service Operations

About the Role

At Total Fire Protection, our mission is simple: “Embracing Relationships, while keeping you safe, and delivering First Class Service.” As Director of Service Operations, you will lead and oversee the day-to-day activities of our Service Operations divisions—Fire Extinguisher, Flameproofing, First-Aid & Safety, AED, Exit & Emergency Lighting, Local Law/Photoluminescent Markings, Kitchen Fire Suppression/Hood and Duct, Fire Sprinkler, and Fire Alarm Service Operations. This role is pivotal in managing P&L, revenue, and expenses while ensuring operational excellence, safety, and compliance.

A key priority is to review the current support service delivery model and design a centralized Center of Excellence that strengthens consistency, scalability, accountability, and first-class service delivery across all service operations. You will lead a dynamic team, driving growth, operational efficiency, and a customer-focused culture.

Location: Woodbury, NY (on-site). Reports to VP, Operations and General Counsel.

Responsibilities

• Uphold and demonstrate Total Fire Protection’s CORE values, playing an integral role in delivering the company’s mission.
• Align service operations with the company’s strategic goals, growth initiatives, and business objectives.
• Assess existing support service delivery processes, workflows, systems, and team structures to identify opportunities for standardization, improved accountability, and scalable support.
• Lead the design and implementation roadmap for a centralized Center of Excellence that enhances service quality, operational visibility, knowledge sharing, and cross-functional alignment.
• Oversee all aspects of the Service Operations Divisions, including Fire Extinguisher, Flameproofing, First-Aid & Safety, AED, Exit & Emergency Lighting, Local Law/Photoluminescent Markings, Kitchen Fire Suppression/Hood and Duct, Fire Sprinkler, and Fire Alarm Service Operations.
• Lead P&L management by tracking and controlling revenue and expenses; provide regular reports to leadership and take corrective actions when financial targets are not met.
• Lead and manage the service operations team, including Service Managers, Supervisors, Logistics Coordinators, and Field Technicians, ensuring motivation, productivity, and alignment with company objectives.
• Plan, monitor, and adjust daily operations to ensure smooth progress; implement best practices, SOPs, performance metrics, and continuous improvement strategies to optimize efficiency and service delivery.
• Collaborate with cross-functional teams such as Finance & Accounting, Sales, and HR to support profitability and business growth.
• 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 to meet operational demands.
• Foster proactive communication with customers, vendors, suppliers, and subcontractors to meet or exceed service delivery goals.
• Support the timely and accurate processing of work orders, including opening, closing, billing, and cost management; audit work orders for accuracy and compliance.
• Direct logistics operations to ensure efficient scheduling, dispatching, and routing of field technicians to maximize service delivery productivity.
• Ensure field technicians adhere to all safety standards and labor regulations while performing services; maintain compliance with industry standards and relevant codes.
• Track field technician performance, implementing systems to monitor productivity, customer satisfaction, and adherence to company standards.
• Coach field technicians to identify and capitalize on upsell opportunities in the field, contributing to revenue growth.
• Stay current with industry trends, local and state codes, and best practices through continuous training and industry-related certifications.
• Leverage technology and digital tools to enhance operational excellence, improve service delivery, and support the development of a centralized operating platform; implement and manage software solutions to streamline scheduling, work order management, reporting, customer communications, and knowledge management.

Requirements

• 8+ years of experience in operations management within service-oriented industries, preferably in fire protection or similar fields.
• Bachelor’s degree in Business, Operations Management, or a related field (preferred).
• 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 to understand organizational needs and deliver results.
• 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.

Physical Requirements

The job may require moderate physical labor including activities such as lifting equipment, climbing ladders, or working in confined spaces.

Benefits

• Competitive salary and 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.

Travel may be required depending on business needs.