About Us:
At Done Right Hood & Fire Safety, we specialize in comprehensive hood and duct cleaning, suppression systems, and fire safety services across the region. We are seeking a highly organized and driven Office & Operations Manager to oversee office operations and support the efficiency and effectiveness of our field service teams. This role is pivotal to ensuring internal systems run smoothly, teams are supported, and clients receive exceptional service.

Position Summary:

The Office & Operations Manager will serve as the central point of coordination for all administrative and operational support functions. This includes supervising office staff, streamlining processes, maintaining compliance, resolving service issues, and ensuring operational excellence across scheduling, reporting, customer follow-ups, and job closeouts. You will work closely with schedulers, technicians, and upper management to ensure productivity, accountability, and customer satisfaction.

Key Responsibilities: Operational Management:

Oversee day-to-day office operations, ensuring consistent workflows and timely communication between departments and field teams.
Analyze service reschedules and proactively identify root causes; implement corrective action plans to reduce downtime and improve efficiency.
Coordinate closely with schedulers to optimize daily and weekly technician routes.
Track and report key operational KPIs (e.g., first-time job completion, technician efficiency, reschedule rate, quote follow-through).
Oversee completion of service documentation, invoicing, job records, and compliance paperwork in real-time.
Maintain and improve SOPs (Standard Operating Procedures) for job workflows, customer handling, and documentation.

Team Supervision & Office Oversight:

Supervise administrative staff; assign tasks, monitor productivity, and conduct regular performance reviews.
Handle office attendance, time-off requests, and shift coverage when call-outs occur.
Facilitate cross-training of team members to ensure department coverage and operational continuity.
Organize and lead weekly team meetings to align on goals, highlight wins, and address department challenges.
Foster a high-performance and accountable office culture built on communication, integrity, and responsiveness.

Customer Service & Communication:

Support resolution of escalated customer concerns and coordinate with internal teams to ensure timely and professional responses.
Ensure customer feedback is tracked and used to enhance processes and service quality.
Manage internal communications, prepare status reports, and support management with special operational projects.
Follow up on open deficiencies, missing paperwork, or outstanding quotes, and ensure timely resolution and follow-through.

Qualifications:

5+ years of experience in office management or operations leadership (preferably in field services, construction, or fire safety-related industry).
Strong knowledge of workflow management, service operations, and administrative coordination.
Excellent leadership, time management, and organizational skills.
Proven ability to multitask, prioritize effectively, and handle high-pressure situations.
Proficiency in Microsoft Office Suite (Excel, Word, Outlook); experience with service scheduling platforms or CRM systems is a plus.
Strong interpersonal skills and ability to foster collaboration across departments.
Detail-oriented with a focus on accuracy, compliance, and continuous improvement.

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Benefits:

Dental insurance
Health insurance
Paid time off
Vision insurance

Application Question(s):

Do you have experience in the fire safety industry?

Education:

Associate (Preferred)

Experience:

Management: 5 years (Required)
CRM software: 2 years (Required)
Construction: 2 years (Required)
Microsoft Office: 2 years (Required)

Ability to Commute:

Brooklyn, NY 11207 (Required)

Work Location: In person

Done Right Hood & Fire Safety

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