Operations Manager

Operations Manager

A leading provider of fire, life safety, security, and integrated technology solutions is seeking an experienced Operations Manager to support its fire and life safety business.

This role is responsible for leading day-to-day operations, financial performance, customer satisfaction, safety, workforce planning, and service delivery. The Operations Manager will oversee complex field operations, support project and service teams, manage budgets and forecasting, and ensure customers receive a consistent, high-quality experience.

The ideal candidate brings strong experience in fire alarm, low-voltage, integrated security, or related systems, along with demonstrated success leading teams and managing operational and financial performance.

Primary Responsibilities

Operations

• Oversee the effective administration of job-site and service operations, including estimating, pricing, quoting, order processing, timecard review, billing, and escalated collection matters.
• Manage backlog and assign work to Project Managers and field teams based on business needs and available resources.
• Monitor job expenses and ensure costs are appropriately allocated.
• Monitor labor and material performance against budget and address variances as needed.
• Ensure returns, repairs, billing, and related operational activities are completed accurately and on time.
• Drive timely client billing in accordance with contract terms.

Customer Service and Client Satisfaction

• Develop and maintain strong customer relationships and ensure a high level of client satisfaction.
• Maintain regular communication with customers to understand changing needs, business priorities, and opportunities for additional support.
• Monitor customer feedback and key performance indicators to ensure contractual expectations are met or exceeded.
• Use customer feedback and performance data to identify and implement service improvements.
• Resolve escalated customer concerns and collaborate with Sales, Finance, and other internal teams to improve service delivery and customer satisfaction.

Budgeting, Forecasting and Analysis

• Forecast department staffing, revenue, expenses, and resource requirements.
• Develop and manage annual operating budgets.
• Analyze actual performance against budget and make adjustments as needed.
• Review prospective service opportunities and support accurate estimating and pricing.
• Review job cost information for accuracy and profitability.
• Provide senior leadership with reporting related to revenue forecasts, operational trends, staffing, performance, and opportunities for improvement.

Safety

• Lead and support the overall safety program for the operation.
• Ensure required safety training, toolbox talks, certifications, and PPE requirements are completed and maintained.
• Oversee investigations and documentation related to safety incidents.
• Partner with enterprise safety resources on implementation and improvement of safety programs, policies, and processes.
• Maintain a strong culture of safety and accountability across field operations.

Strategy

• Develop and implement operational strategies that improve service delivery, field productivity, customer experience, and cost efficiency.
• Improve coordination of technicians, field engineers, project teams, and service resources.
• Oversee the transition of completed projects into ongoing service operations.
• Identify opportunities to improve processes, productivity, customer satisfaction, and financial performance.

People Leadership

• Lead, coach, and develop operations and field personnel.
• Ensure employees maintain appropriate technical competency, training, and certifications.
• Monitor staffing levels and workforce needs to support business growth and customer demand.
• Partner with Human Resources and senior leadership on employee development, performance management, succession planning, and career growth.
• Promote a professional, accountable, and team-oriented work environment.

Basic Qualifications

• 7+ years of experience in fire alarm, low-voltage, integrated security, life safety, or related systems
• 3-5+ years of experience in operations, project management, service leadership, or regional leadership
• Experience leading and developing teams
• Experience managing customer and client relationships
• Experience with budgeting, forecasting, and financial performance management
• Ability to read and interpret financial statements and job-cost information
• Strong problem-solving and decision-making skills
• Experience driving operational improvements and business results
• Experience adapting to changing customer and business needs
• Experience with change management
• Experience operating within a risk management and compliance environment
• Strong organizational and time management skills
• Ability to manage multiple priorities and work effectively under deadlines
• Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook
• Ability to travel up to 40%

Preferred Qualifications

• Bachelor’s degree in business management, project management, personnel management, or a related field
• NICET certification
• State qualifier license or other relevant industry certification
• Experience managing fire or life safety operations

Compensation

The salary range for this position is $100,000 to $120,000 annually. The starting salary will be determined based on qualifications, experience, education, skills, certifications, and internal equity. A comprehensive benefits package is also offered.

Additional Information

This job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Additional duties may be assigned as business needs require.

This employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law.