Operations & Service Manager

Done Right Hood & Fire Safety • Brooklyn, NY

9d

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. Its crews provide kitchen exhaust hood cleaning, grease trap service, and fire safety work for restaurants and commercial kitchens. The Operations & Service Manager leads the service and scheduling team, oversees day-to-day operations across all service lines, maintains service quality, and supports the company's growth in partnership with ownership.

The role includes leading and developing service and scheduling staff, overseeing technician schedules and efficient geographic routing, resolving escalated customer complaints, monitoring crew performance and service standards, tracking revenue against company targets, and keeping in-office staff on task. The company describes its workplace as upbeat, energetic, and close-knit, and offers a leadership role with direct access to leadership and scope to help shape how the business operates and grows.

Requirements

• Proven track record managing field service operations or service teams.
• Strong, hands-on management ability, including providing direction and developing team members.
• Positive, energetic leadership style; motivates people, holds teams to high standards, and leads by example.
• Dependability and consistency.
• Excellent customer service skills and confidence handling customers by phone and in person, including difficult situations.
• Strong organizational and problem-solving skills, including managing competing priorities and making timely decisions.
• 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.

Nice To Haves

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

Responsibilities

• Oversee day-to-day operations for hood cleaning, grease trap, and fire safety services.
• 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.
• Ensure routes are efficient and geographically organized.
• Resolve customer complaints escalated beyond the scheduling team and work toward customer satisfaction.
• 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 responsibilities, and complete them.
• Partner 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.
• Upbeat, close-knit workplace.
• Direct work with leadership and opportunity to influence company operations and growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED