Director of Operations (Buffalo, NY)

We are seeking a dynamic and experienced Fire Protection Service Operations Manager to lead and optimize our service delivery team. The ideal candidate will oversee daily operations, ensure exceptional customer satisfaction, and drive continuous improvement initiatives. This role offers an opportunity to contribute to a fast-paced, innovative environment where leadership, strategic planning, and operational excellence are highly valued.

Responsibilities

• Lead and manage the service operations team to achieve operational goals and maintain high standards of service quality.
• Develop and implement efficient processes and workflows to enhance productivity and customer experience.
• Monitor key performance indicators (KPIs) and generate reports to identify areas for improvement.
• Collaborate with cross-functional teams including sales, technical support, and logistics to coordinate service delivery.
• Manage resource allocation, scheduling, and staffing to meet fluctuating demand.
• Ensure compliance with company policies, industry regulations, and safety standards.
• Foster a positive team environment through coaching, training, and professional development initiatives.
• Address escalated customer issues promptly and effectively to ensure satisfaction and retention.
• Stay informed on industry trends, emerging technologies, and best practices to continually improve service operations.

Requirements

• Proven experience in service operations management or a similar leadership role within a relevant industry.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Excellent communication and interpersonal skills for effective team leadership and customer interaction.
• Proficiency in data analysis, reporting tools, and process improvement methodologies such as Lean or Six Sigma is preferred.
• Ability to adapt quickly in a fast-changing environment while maintaining attention to detail.
• Demonstrated problem-solving skills with a focus on delivering innovative solutions.
• Bachelor's degree in Business Administration, Operations Management, or related field; advanced degrees or certifications are a plus. This position offers an engaging opportunity for a motivated professional eager to lead operational excellence within a collaborative team environment focused on delivering outstanding service quality.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Fire Protection operations: 3 years (Preferred)

License/Certification:

• NICET certification (Preferred)

Work Location: In person

This is a management position
This is a full time position