Operations & Service Manager

About Done Right Hood & Fire SafetyDone Right Hood & Fire Safety is a leading fire safety company serving all five boroughs of New York City and the greater tri-state area, and we're known for one thing above all: white-glove service.A leading fire safety company: our crews provide kitchen exhaust hood cleaning, grease trap service and fire safety work that keeps restaurants and commercial kitchens safe, compliant and open for businessServing the five boroughs: from Brooklyn and Queens to Manhattan, the Bronx and Staten Island, we're on the ground across the city every dayWhite-glove service: every call, every visit and every follow-up is handled with care, professionalism and attention to detailWe're also a genuinely fun place to work. Our team is upbeat, high-energy and close-knit, and we take the work seriously without taking the fun out of it. We're looking for an experienced Operations & Service Manager to lead our service and scheduling team, keep operations running at a high level, and help us continue to grow.What You'll DoOversee all services. Serve as the go-to leader for our hood cleaning, grease trap and fire safety operations, making sure every service line runs smoothly from day to dayLead, coach and energize the team. Guide and develop our service and scheduling staff, set clear expectations, and build a positive culture where people enjoy coming to work and take pride in what they doOwn the schedule. Review and oversee the schedule so it's properly built and set, with every technician and crew fully booked and no gaps in the dayKeep routes tight. Make sure routes are efficient and geographically organized, so crews spend their time working, not drivingHandle escalated complaints. Step in when a customer issue goes beyond what our schedulers can resolve, find the right solution, and turn a frustrated customer into a loyal oneMaintain service quality. Monitor work across all crews and make sure every job meets our standards and our customers' expectationsDrive revenue. Track performance against the company's revenue targets and take action to keep us on pace to meet themKeep the office on track. Make sure in-office staff arrive on time, know their responsibilities for the day, and complete themPartner with leadership. Work closely with ownership to improve processes, solve operational challenges and support the growth of the businessWhat We're Looking ForLeadership: a positive, energetic leader who motivates people, holds the team to high standards and leads by exampleManagerial skills: strong, hands-on management ability, with a guiding approach that develops people, gives clear direction and helps every team member succeedReliability: someone dependable and consistent whom the team, customers and ownership can count on every dayExperience: a proven track record managing field service operations or service teams, ideally in hood cleaning, fire safety, plumbing, HVAC or a similar industryCustomer service: excellent customer service skills, with the confidence to handle customers by phone and in person and to deliver white-glove service, especially in difficult situationsOrganization and problem solving: strong organizational skills and the ability to manage competing priorities, make sound decisions quickly and solve problems as they come upTechnology: comfort with scheduling and CRM software, email and spreadsheets. ServiceTrade experience is a big plusLocal knowledge: familiarity with the five boroughs and the greater tri-state areaEducation: high school diploma or equivalent required; college or business coursework is a plusWhy You'll Love Working HereA fun, upbeat workplace: an energetic, close-knit team that works hard, laughs a lot and celebrates wins togetherMeaningful work: our services help protect restaurants, their staff and their customers from kitchen fires every dayReal impact: you'll work directly with leadership, and your ideas will help shape how the company runs and growsReal rewards: competitive pay plus performance incentives and bonuses that recognize great resultsA leadership role with room to make it your own: this is a chance to build and lead a team, not just manage oneWhat We Offer$90,000/year plus bonusPerformance incentives and bonusesHealth, dental and vision insurance401(k)Paid sick timeCommuter benefitsIf you're a natural leader who thrives in a fast-paced environment, loves working with great people and wants to make a real impact, we'd love to hear from you.