Director of Service

Watchtower Security LLC • Maryland Heights, MO

28d

About The Position

Watchtower Security is the nation's leading provider of all-inclusive, fully managed video surveillance solutions, exclusively dedicated to the multifamily housing industry. For over two decades, we have partnered with property management groups across the nation, empowering them to enhance safety, deter crime, and provide peace of mind to their communities. As a rapidly growing and dynamic organization, we pride ourselves on a fast-paced, collaborative environment where innovation, critical thinking, and a commitment to excellence drive our success. We are seeking passionate individuals eager to contribute to a team that values strong communication, attention to detail, and a shared dedication to making a tangible difference in community security. Watchtower Security is seeking a highly skilled and strategic Director of Service to lead and optimize our nationwide service operations. This pivotal leadership role is responsible for driving efficiency, ensuring exceptional service delivery to clients and business partners, and maintaining the overall operational excellence of the department. The ideal candidate is a strategic, data-driven leader who excels at identifying and resolving bottlenecks, effectively managing resources, and leading a high-performing team of dedicated professionals in a fast-paced, technology-driven environment. This individual will also maintain and analyze metrically driven data to inform both short- and long-term staffing decisions and departmental strategy, ensuring consistent, high-quality service that aligns with our mission.

Requirements

• Bachelor’s degree in a relevant field such as Business Administration, Operations Management, or a related technical discipline, or equivalent extensive practical experience.
• Proven experience (5+ years preferred) in a senior service operations or department management role within a technology or security solutions environment.
• Demonstrated experience in computer networking, IP cameras, and wireless network devices, including troubleshooting and diagnostics of remote network environments.
• Experience in peer coaching and providing administrative management support.
• Strong leadership skills, with the ability to manage, motivate, and develop a diverse team of professionals.
• Demonstrated ability to lead a team to success in a dynamic, fast-paced environment.
• Proven analytical, problem-solving, and strategic-thinking skills, with the ability to interpret complex data and drive data-driven decisions.
• Strong understanding of technical processes and the ability to convey complex information clearly to both technical and non-technical audiences.
• Exceptional written and verbal communication skills.
• Demonstrated ability to adapt to changing priorities and evolving business needs.
• Knowledge of computer hardware, networking equipment, analog/IP surveillance cameras, and wireless networking equipment.
• Advanced knowledge of network fundamentals, networking standards, tools, and utilities.
• Proficiency with Google Workspace and Microsoft Office 365.

Nice To Haves

• Experience with Linux and command line interface preferred.

Responsibilities

• Provide strategic leadership to the Service Department, conducting weekly team meetings to communicate departmental initiatives, goals, and ensuring alignment with broader business objectives.
• Drive the adaptation and evolution of departmental strategies to meet changing business needs, continuously analyzing trends and identifying opportunities for service improvement and innovation.
• Foster a collaborative and high-performing team culture through regular one-on-one meetings, proactive conflict resolution, and dedicated skill development.
• Analyze key performance indicators (KPIs) and operational metrics to meticulously assess department health, team efficiency, and forecast both short- and long-term staffing requirements.
• Develop and present regular, insightful reports on department performance to senior leadership, informing critical business strategy and decision-making.
• Create, monitor, and strategically manage the Service Department budget, proactively identifying and implementing cost-saving initiatives to optimize financial performance.
• Continuously review and refine departmental procedures, workflows, and documentation to identify and implement efficiencies, reduce operational spend, and enhance overall service delivery effectiveness.
• Rigorously evaluate subcontractor performance and efficiency, ensuring quality, value, and adherence to Watchtower Security standards.
• Work closely and collaboratively with internal departments (e.g., Sales, Projects, Client Retention) and external subcontractors through routinely scheduled meetings to maintain a strong customer focus and ensure seamless service delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 51-100 employees