Director of Customer Operations
Do you believe great businesses are built by serving both internal and external customers at a high level? Do you see operations as opportunities to improve performance, drive efficiency, and scale a business?
Would you appreciate working in a dynamic entrepreneurial environment with high growth goals? We are 25% of the way into implementing a business operating system called EOS that is creative, challenging, and rewarding all at the same time. Curious? Look it up and reach out to us.
Fire Protection Services, LLC is seeking a Director of Support Operations to join our Strategic Management Team. This is a hands-on leadership role responsible for execution, accountability, and continuous improvement across back-office and support functions.
What You’ll Own
- Scheduling Team
- Service Coordinators
- Billing Team
- Customer Service / Front Office
Key Responsibilities
- Oversee daily support operations to ensure jobs are scheduled, executed, and billed efficiently
- Drive accountability with clear expectations, follow-up, and performance management
- Identify and eliminate operational bottlenecks to improve workflow and productivity
- Partner on budgeting, forecasting, and operational planning
- Monitor key metrics including scheduling efficiency, billing cycle time, and revenue capture
- Lead, coach, and develop team members across departments
- Ensure high service levels for internal and external customers
- Improve processes, workflows, and system utilization (ServiceTrade, QuickBooks)
What We’re Looking For
- Proven experience leading multiple operational teams in a service-based business
- Strong business acumen and understanding of financial performance drivers
- Track record of improving processes and driving results
- Excellent leadership, communication, and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- ServiceTrade or similar system experience preferred
- Fire and life safety experience is a plus
About Us
Founded in 1988, Fire Protection Services is a locally owned company providing inspection, repair, and support for commercial fire and life safety systems across Georgia and surrounding areas.
What We Offer
- Competitive base salary plus bonus
- Health insurance and 401(k)
- Paid time off
- Opportunity to make a direct impact in a growing company