Director of Shared Services

SERVPRO of Southern Cuyahoga•Medina, OH

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 in business administration or related field
Experience in the Mitigation/Restoration industry
Strong written and verbal communication skills
Demonstrated leadership and people-management capabilities
Proficiency required in problem solving, time management, and ability to prioritize and deliver goals/objective

Responsibilities

Dispatch Management- Oversee the Dispatch process, ensuring all opportunities entering the organization are accurately captured, prioritized, and dispatched to Operations for timely action.
Manage Customer Experience - Own and oversee the resolution of escalated customer concerns, working closely with Operations to identify solutions, and ensure a positive customer experience. Ensure the Shared Services team acquires customer verbal surveys during or after service interactions. Drive initiatives to obtain and manage customer reviews, ensuring feedback is captured, tracked, and leveraged for continuous improvement.
Technology & Process Workflow Efficiency - Oversee and implement new technologies to improve workflows, streamline processes, and increase overall team efficiency.
Registrations & Vendor Portal -. Responsible for managing all company registrations and overseeing vendor portal accounts to ensure accuracy, compliance, and timely updates.
Data Reporting & KPI’s - Partner with ownership to create, track, and manage key performance indicators (KPIs) across the organization, providing data-driven insights to support decision-making and continuous improvement.
Establish clear performance expectations, aligning individual goals with the organization’s annual and quarterly plans.
Lead, mentor, and develop a multi-functional team across dispatch, customer experience, technology, vendor management, and reporting.
Build a culture of accountability, collaboration, and continuous improvement.
Foster talent development and career growth opportunities for team members.
Ensure compliance with all federal, state, and local regulations, as well as SERVPRO® standards and policies.