Director of Service Operations

Eagle is seeking a highly capable, hands-on Director of Service Operations to lead our rapidly growing national commercial service division. This is a leadership role for someone who thrives in a fast-paced operational environment, understands urgency and accountability, and the importance of delivering an exceptional client experience. For more than 30 years, Eagle has delivered commercial electrical, security and life safety services and projects throughout the United States. Unlike many contractors, Eagle serves a relatively small number of enterprise clients — each operating large portfolios ranging from approximately 100 to more than 1,000 locations nationwide. As a result, responsiveness, consistency, communication, and operational execution are critically important. The Director of Service Operations will help lead and professionalize the next phase of Eagle’s growth. We want the performance bar to be set high and be met or exceeded. Position Overview The Director of Service Operations will oversee the daily execution and performance of Eagle’s national service operations. Current activity levels range from approximately 300 to 400 service tickets monthly and continue to grow steadily, if not rapidly. In addition to service operations, this role may also oversee certain small-project and multi-site rollout initiatives. This is not an administrative role. Rather, the successful candidate will be highly engaged in the day-to-day operation while simultaneously improving systems, accountability, departmental performance. This is an in-office leadership position based in Kennett Square, Pennsylvania. Because this is a highly collaborative operational leadership role, candidates should reside within approximately 25 minutes of the Kennett Square office. Responsibilities Lead and manage daily commercial service operations Oversee service dispatching, scheduling, workflow management, and ticket execution Manage and support service coordinators, subcontractors, and operational staff Maintain Eagle’s high standards for responsiveness, reliability, professionalism, and customer satisfaction while simultaneously improving systems, processes, accountability, and overall operational performance. Monitor ticket flow, response times, completion timelines, and customer satisfaction Assist in scaling operations while maintaining service quality and company culture Support and coordinate small project rollouts and multi-location implementation initiatives Work closely with executive leadership regarding operational planning, staffing, growth, and client support Assist in developing KPI tracking, accountability systems, and operational performance metrics Support estimating, quote follow-up, issue escalation, and customer relationship management when necessary Desired Qualifications 5+ years of experience in commercial service operations, field operations, dispatch management, or related operational leadership Strong preference for experience in commercial electrical, and one or more of the following: mechanical, facility services, security systems, HVAC, or related technical service industries Experience managing high volumes of service activity Strong organizational and communication skills Demonstrated leadership ability and operational discipline Ability to remain calm and highly responsive under pressure Strong sense of accountability and ownership Comfortable balancing day-to-day operational execution with longer-term process improvement Experience with service software, dispatch platforms, and operational reporting tools preferred Strong interpersonal and customer relationship skills Ability to work collaboratively with field personnel, clients, vendors, and executive leadership What Makes This Opportunity Unique This is an opportunity to help build and shape a rapidly growing national service platform within an established company that already possesses strong enterprise relationships, an excellent reputation, and significant growth momentum. The right candidate will play a major leadership role in helping Eagle scale operationally while preserving the responsiveness, reliability, and personable culture that differentiates the company. Compensation Compensation package will be commensurate with experience and capabilities and will include: #J-18808-Ljbffr