Director of Shared Services

SERVPRO of Southern Cuyahoga•Medina, OH

37d

About The Position

At SERVPRO Team Fosdick, we specialize in fire and water cleanup and restoration, mold remediation, and construction services. We have expanded our operations to include 13 franchises in the Cleveland, Akron, Mentor, Mansfield and Toledo areas. We are currently seeking a driven, organized and well-versed Director of Shared Services. The Director of Shared Services ensures the management of administrative activities are consistent across all locations. They work with leadership and cross functional members of the management team to develop and implement strategies and initiatives aligned with the overall business strategy and ensure brand standard compliance.

Requirements

Bachelor's degree or equivalent combination of education and experience
Minimum of 8 years of leadership experience, preferably in the mitigation/restoration or construction industry
Demonstrated experience leading shared services, operations support, or back-office functions
Strong leadership, people management, and organizational skills
Excellent analytical, problem-solving, and decision-making skills
Outstanding written and oral communication skills
Proficiency with Microsoft Office Suite

Responsibilities

Dispatch Management: Leads the Dispatch & Scheduling function, ensuring all incoming opportunities are accurately captured, prioritized, and dispatched to operations for timely action and effective response.
Mitigation Billing: Leads and coordinates the daily activities of Job File Coordinators (JFCs) ensuring accuracy and timeliness of estimates, invoicing, final billing, and billing dispute resolution. Monitors procedures and processes for alignment to SERVPRO standards. Serve as a key point of communication with operations and leadership regarding job progress, estimates, customer issues, billing status. Provides accurate weekly Work in Progress (WIP) revenue reporting to Ownership and leadership.
Customer Experience Leadership: Own and oversee the resolution of escalated customer concerns, partnering closely with operations to identify solutions, and ensure a positive customer experience. Ensure the Shared Services team consistently obtains customer verbal surveys during or following service interactions. Lead initiatives to collect, track, and leverage customer reviews and feedback to drive continuous improvement.
Technology & Process Optimization: Oversee the evaluation, implementation, and adoption of new technologies and systems to improve workflows, streamline processes, and increase overall team efficiency.
Registrations & Vendor Portal: Manage all company registrations and oversee vendor portal accounts, ensuring accuracy, compliance, and timely updates across platforms.
Data Reporting & KPI Management: Partner with senior leadership team to develop, track, and manage key performance indicators (KPIs) across the organization, providing data-driven insights to support decision-making and continuous improvement.
People & Team Leadership: Establish clear performance expectations and align individual team goals with the organization’s annual and quarterly objectives. Lead, mentor, and develop a multi-functional team across dispatch, customer experience, technology, vendor management, and reporting. Build and sustain a culture of accountability, collaboration, and continuous improvement. Foster talent development and career growth opportunities for team members.
Industry Connections: Challenge the status quo by building relationships with other industry peers and leaders to identify best practices and innovative solutions.