Director of Customer Operations

Fire Protection Services, LLC•Atlanta, GA

About The Position

Fire Protection Services, LLC is seeking a Director of Support Operations to join our Strategic Management Team. This is a hands-on leadership role responsible for execution, accountability, and continuous improvement across back-office and support functions. The company is looking for someone who believes great businesses are built by serving both internal and external customers at a high level and sees operations as opportunities to improve performance, drive efficiency, and scale a business. The role is within a dynamic entrepreneurial environment with high growth goals, and the company is implementing a business operating system called EOS.

Requirements

Proven experience leading multiple operational teams in a service-based business
Strong business acumen and understanding of financial performance drivers
Track record of improving processes and driving results
Excellent leadership, communication, and problem-solving skills
Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

ServiceTrade or similar system experience preferred
Fire and life safety experience is a plus

Responsibilities

Oversee daily support operations to ensure jobs are scheduled, executed, and billed efficiently
Drive accountability with clear expectations, follow-up, and performance management
Identify and eliminate operational bottlenecks to improve workflow and productivity
Partner on budgeting, forecasting, and operational planning
Monitor key metrics including scheduling efficiency, billing cycle time, and revenue capture
Lead, coach, and develop team members across departments
Ensure high service levels for internal and external customers
Improve processes, workflows, and system utilization (ServiceTrade, QuickBooks)