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

Salary + bonus

Bonuses

Health insurance

401(k)

Paid sick time

Commuter benefits

Job summary

Done Right Hood & Fire Safety is looking for an experienced Operations & Service Manager to lead our service and scheduling teams across New York. You will oversee hood cleaning, grease trap and fire safety operations, coach staff, and ensure routes are efficient while driving growth.

Join a fun, energetic culture that values white-glove service, collaboration with leadership, and impactful process improvements across the tri-state area. Competitive salary with bonuses is offered.

Qualifications

• Leadership and hands-on management track record.
• Experience managing field service operations.
• Strong customer service mindset.
• Knowledge of scheduling and CRM software.
• Familiarity with five boroughs and tri-state area.
• High school diploma required; college coursework a plus.

Responsibilities

• Oversee all services and ensure smooth operations.
• Lead, coach and energize service and scheduling staff.
• Own the schedule and keep crews fully booked.
• Maintain efficient routes and reduce travel time.
• Handle escalated customer issues and resolve.
• Monitor quality and meet customer expectations.
• Drive revenue and support growth with leadership.
• Collaborate with ownership to improve processes.

Skills

Leadership

Managerial skills

Reliability

Field service ops

Customer service

Organization

Tech-savvy

Local knowledge

Education

High school diploma or equivalent

College coursework a plus

Tools

CRM software

ServiceTrade

Scheduling software

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

If 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.