Operations & Service Manager

Done Right Hood & Fire Safety; New York (NY); On-site; USD 81,000 - 99,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401(k)

Paid sick time

Commuter benefits

Job summary

Done Right Hood & Fire Safety in New York is seeking an experienced Operations & Service Manager to lead our service and scheduling team across hood cleaning, grease trap and fire safety operations.

You will own the schedule, coach staff, and drive efficiency and customer satisfaction while aligning with leadership to support growth.

Qualifications

• Proven track record managing field service operations or service teams.
• Experience in hood cleaning, fire safety, plumbing, HVAC or similar.
• Strong leadership with a guiding approach that develops people.
• Excellent customer service skills, with the confidence to handle customers.
• Excellent organizational skills and prioritization of competing tasks.
• Comfort with scheduling, CRM software, email and spreadsheets; ServiceTrade a plus.
• Local knowledge of the five boroughs and tri-state area.
• HS diploma required; college coursework is a plus.

Responsibilities

• Oversee all services and ensure each line runs smoothly daily.
• Lead, coach and energize the service and scheduling team.
• Own the schedule and ensure full bookings with no gaps.
• Keep routes efficient and geographically organized.
• Handle escalated customer issues and turn around dissatisfaction.
• Maintain service quality and meet customer expectations.
• Drive revenue by tracking performance against targets.
• Keep in-office staff aligned with daily responsibilities.
• Partner with ownership to improve processes and growth.

Skills

Leadership

Managerial skills

Reliability

Customer service

Organization

Technology

Local knowledge

Education

High school diploma or equivalent

College coursework is a plus

Tools

ServiceTrade

CRM software

Email

Spreadsheets

Job description

About Done Right Hood & Fire Safety

Done 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 business.
• Serving the five boroughs: from Brooklyn and Queens to Manhattan, the Bronx and Staten Island, we're on the ground across the city every day.
• White-glove service: every call, every visit and every follow-up is handled with care, professionalism and attention to detail.

We'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 Do

• Oversee 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 day.
• Lead, 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 do.
• Own 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 day.
• Keep routes tight. Make sure routes are efficient and geographically organized, so crews spend their time working, not driving.
• Handle 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 one.
• Maintain service quality. Monitor work across all crews and make sure every job meets our standards and our customers' expectations.
• Drive revenue. Track performance against the company's revenue targets and take action to keep us on pace to meet them.
• Keep the office on track. Make sure in-office staff arrive on time, know their responsibilities for the day, and complete them.
• Partner with leadership. Work closely with ownership to improve processes, solve operational challenges and support the growth of the business.

What We're Looking For

• Leadership: a positive, energetic leader who motivates people, holds the team to high standards and leads by example.
• Managerial skills: strong, hands-on management ability, with a guiding approach that develops people, gives clear direction and helps every team member succeed.
• Reliability: someone dependable and consistent whom the team, customers and ownership can count on every day.
• Experience: a proven track record managing field service operations or service teams, ideally in hood cleaning, fire safety, plumbing, HVAC or a similar industry.
• Customer 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 situations.
• Organization and problem solving: strong organizational skills and the ability to manage competing priorities, make sound decisions quickly and solve problems as they come up.
• Technology: comfort with scheduling and CRM software, email and spreadsheets. ServiceTrade experience is a big plus.
• Local knowledge: familiarity with the five boroughs and the greater tri-state area.
• Education: high school diploma or equivalent required; college or business coursework is a plus.

Why You'll Love Working Here

• A fun, upbeat workplace: an energetic, close-knit team that works hard, laughs a lot and celebrates wins together.
• Meaningful work: our services help protect restaurants, their staff and their customers from kitchen fires every day.
• Real impact: you'll work directly with leadership, and your ideas will help shape how the company runs and grows.
• Real rewards: competitive pay plus performance incentives and bonuses that recognize great results.
• A leadership role with room to make it your own: this is a chance to build and lead a team, not just manage one.

What We Offer

• $90,000/year plus bonus
• Performance incentives and bonuses
• Health, dental and vision insurance
• 401(k)
• Paid sick time
• Commuter benefits