Operations Manager, Firstline Lock and Door

We are seeking a highly-driven, people focused, and business savvy Operations Manager to join Firstline Lock and Door. Firstline Lock and Door is a trusted leader in self-performed service solutions, specializing in locksmith services, access control, door repair, overhead doors, and glass repair. Firstline has built a reputation for delivering exceptional service with integrity and reliability with exceptional talent. We are committed to providing tailored, secure solutions that meet the unique needs of our customers, ensuring peace of mind and operational excellence.

Reporting into and working directly alongside the Vice President of Operations, the Operations Manager will be an integral part of the operations team and will have responsibilities that will span the entire breadth of Firstline’s operations including but not limited to dispatch, sales, account management and account operations. The Operations Manager will be responsible for maintaining and growing customer accounts while also maintaining a high Customer NPS score and driving revenue through account ownership. The professional will have responsibilities in alignment with the direction and the budget set by the President, working to help accelerate and foster strong customer relationships.

Position Location: Hamilton, NJ

Job Responsibilities:

• Strong communication and problem solving skills 
• Maintain operational excellence and standards set by the organization
• Drive revenue through account management/ownership 
• Maintain or increase Customer NPS scores 
• Work with the Vice President of Operations to continue to learn the industry and best practices
• Serve as the primary point of contact for key customer accounts, ensuring a seamless and positive client experience
• Collaborate with vendor-managed service providers in the interior trade space to ensure timely and high-quality service delivery
• Develop and execute account management strategies to meet revenue growth targets and drive customer retention
• Analyze operational data and customer feedback to identify areas for process improvement and implement best practices
• Lead cross-functional coordination between dispatch, sales, and operations to meet service level agreements (SLAs) and maintain operational excellence
• Regularly meet with clients to assess needs, address concerns, and identify new business opportunities
• Act as a mentor and resource to the operations team, fostering a culture of accountability and continuous learning
• Report regularly to the Vice President of Operations on account performance, revenue metrics, and customer satisfaction scores
• Ensure compliance with company standards and industry regulations in all operational activities

Qualifications:

• Strong and proven process driven skills
• Proven ability to manage and prioritize multiple tasks simultaneously
• Proven ability to execute tasks cross-functionally
• At least 6 years of experience managing customer accounts in IFM space for self-perform service providers
• Can be in person 5 days a week
• Proven ability to maintain or increase Customer NPS scores
• Proven track record of driving revenue through account management/ownership
• Expertise in managing relationships with vendor-managed service providers, specifically in the interior trade or related industries
• Strong knowledge of Integrated Facilities Management (IFM) processes and best practices
• Demonstrated ability to lead and manage cross-functional teams to achieve operational and financial goals
• Advanced proficiency in analyzing operational and financial data to drive informed decision-making
• Excellent interpersonal skills with a track record of successful customer engagement and account growth
• Certification or training in project management, operations, or customer success (preferred but not required)