Operations & Service Manager

Done Right Hood & Fire Safety•New York, NY

15d•$90,000 - $90,000

About The Position

Done Right Hood & Fire Safety is a fire safety company serving New York City's five boroughs and the greater tri-state area. The company provides kitchen exhaust hood cleaning, grease trap service, and fire safety work for restaurants and commercial kitchens. It is seeking an experienced Operations & Service Manager to lead its service and scheduling team, oversee operations, and support business growth. The manager will oversee the company's service lines, coach and develop staff, maintain efficient technician schedules and routes, resolve escalated customer complaints, monitor service quality, and track performance against revenue targets. The role also ensures office staff are on time and completing assigned responsibilities, and works closely with ownership to improve processes and address operational challenges. The company describes its workplace as upbeat, high-energy, and close-knit, and emphasizes white-glove customer service. Compensation is $90,000 per year plus bonuses, with health, dental, and vision insurance, a 401(k), paid sick time, and commuter benefits.

Requirements

Positive, energetic leadership style that motivates people, maintains high standards, and leads by example.
Strong, hands-on management skills, including providing direction and developing team members.
Dependability and consistency.
Proven experience managing field service operations or service teams.
Excellent customer service skills and confidence handling customers by phone and in person, including difficult situations.
Strong organizational skills and ability to manage competing priorities, make timely decisions, and solve problems.
Comfort with scheduling and CRM software, email, and spreadsheets.
Familiarity with New York City's five boroughs and the greater tri-state area.
High school diploma or equivalent required.

Nice To Haves

Experience in hood cleaning, fire safety, plumbing, HVAC, or a similar industry.
ServiceTrade experience.
College education or business coursework.

Responsibilities

Oversee hood cleaning, grease trap, and fire safety operations.
Lead, coach, and develop service and scheduling staff; set clear expectations and foster a positive team culture.
Review and oversee schedules to ensure technicians and crews are fully booked without gaps.
Organize efficient, geographically appropriate routes for crews.
Resolve escalated customer complaints and find solutions that support customer loyalty.
Monitor work across crews to ensure jobs meet company standards and customer expectations.
Track performance against revenue targets and take action to keep the company on pace.
Ensure in-office staff arrive on time, understand their daily responsibilities, and complete them.
Work with ownership to improve processes, solve operational challenges, and support business growth.

Benefits

Competitive pay of $90,000 per year plus bonus.
Performance incentives and bonuses.
Health, dental, and vision insurance.
401(k).
Paid sick time.
Commuter benefits.
An upbeat, close-knit workplace.
Meaningful work protecting restaurants, staff, and customers from kitchen fires.
Direct work with leadership and opportunities to shape company operations and growth.
Leadership role with room to build and lead a team.