Director of Customer Operations

Fire Protection Services, LLC•Atlanta, GA

41d•$80,000 - $120,000

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 in the process of implementing a business operating system called EOS, which is described as creative, challenging, and rewarding. The role involves overseeing daily support operations to ensure jobs are scheduled, executed, and billed efficiently, driving accountability, identifying and eliminating operational bottlenecks, partnering on budgeting, forecasting, and operational planning, monitoring key metrics, leading and developing team members, ensuring high service levels, and improving processes, workflows, and system utilization.

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)