Operations Manager

Who We Are

At Encore Fire Protection, we are proud to be the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day.

 

Our goal is to deliver superior experience to those who trust us to safeguard what matters most. We are passionate about continuous growth, innovation, and maintaining a culture that thrives on success and commitment to safety.

 

Our mission? To be the best fire protection company the industry has ever seen. 

The Opportunity

As an Operations Manager in our Service Operations team, you will be a key partner to the Director in running a high performing service business. You will help set financial and operational objectives, keep a close eye on backlog, margins, and resource utilization, and make sure teams in the field have the support they need to deliver to customers. This role sits at the center of the operation, connecting service managers, technicians, deficiency sales, and warehouse support.

 

You will use data, regular communication, and clear expectations to make sure work is scheduled, delivered, and billed in line with targets, and that issues are raised and addressed before they become larger problems. If you are comfortable working with numbers and people, you can move between strategic conversations and day-to-day problem solving, and like seeing how your decisions show up in performance and customer experience, this role will be a strong fit.

Key Responsibilities

You sit at the center of the service operation, keeping the numbers honest, the work flowing, and the teams aligned. One day you are reviewing backlog and forecasts, the next you are digging into deficiency sales performance or helping a manager think through staffing and support. To keep the business healthy and customers well served, you will: 

• Collaborate with the Director and fellow managers to establish financial and operational objectives for the location.
• Work closely with Service and Operations Managers and their teams to support accurate monthly forecasts.
• Review financial and non-financial key performance indicators across departments to ensure backlog integrity, resource optimization, cost control, and progress toward revenue and margin targets.
• Support the Director in developing service managers and identifying organizational changes needed to continue growing the department.
• Attend designated weekly department meetings, sharing responsibility with the Director, and identify and report gaps in location performance or forecasts.
• Assist the Director with technician performance reviews, identify recruitment needs, and participate in interviews for key roles.
• Oversee deficiency of sales personnel in fire sprinkler, alarm, and suppression and report performance, gaps, and needs to the Director.
• Evaluate deficiency of sales pipelines, monitor KPIs, and ensure adherence to metrics such as close rate, days to close, and days to quote.
• Directly supervise the Warehouse Operations Manager to ensure the warehouse is supporting all departments, deliveries are efficient, inventory is managed properly, monthly stock purchases are aligned with needs, off-site storage is optimized, and emergency deliveries are handled effectively.
• Collaborate with the NNA and SOW teams on test and inspection projects that exceed 25,000 dollars, confirming scope of work, pricing, and alignment with location objectives.
• Serve as an additional escalation point for customer concerns before they reach the Director, helping to resolve issues quickly and professionally.
• Support the Director in maintaining relationships with strategically important customers.
• Take on additional non-location projects as part of your own development and support broader operational priorities.

What You Bring to the Table

• Five to ten years of related experience in operations, service, or field-based environments
• A minimum of three years of direct management experience in a professional setting
• Strong analytical skills and comfort working with data to identify trends, evaluate performance, and support decisions that improve efficiency and productivity
• Strong organizational skills, including the ability to prioritize tasks, manage resources, and meet deadlines across multiple teams and workstreams
• Proven problem-solving skills, with the ability to address logistical challenges, staffing issues, and process gaps in a calm and structured way
• Clear communication skills, both written and verbal, with the ability to work effectively with field teams, managers, and leadership

What Makes You Stand Out

• A bachelor’s degree in Business Administration, Management, Operations Management, or related field.
• Experience in fire protection, building services, or other field service-based industry.
• Experience working in a private equity-backed environment with defined KPIs, growth targets, and structured reporting.

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Beyond the Paycheck

At Encore, we’re all about creating a culture where success is celebrated. We recognize that our work makes people’s lives safer, and we reward those who contribute to our growth. Here’s what you can expect: 

 

• Competitive Salary: Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.  

• Purpose-Driven Work Environment: We believe in working smarter, not harder. You’ll be part of a culture that values results, and we empower our team to focus on impactful work.  

• Flexible Dress Code: Upon joining, you’ll receive branded Encore swag, and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we’ll dress up when the situation calls for it.  

• People-Focused Culture: We know our greatest strength is our people. That’s why we’ve built a culture that encourages experimentation, learning, and improving together. You’ll have the space to share your ideas and help shape a company that is constantly growing.  

• Tools for Success: Access to leading-edge web-based productivity tools.  

• Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.  

• Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.  

• Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind. 

EEO Statement

At Encore Fire Protection, we protect people and property, and that starts with how we treat each other. We are an Equal Opportunity Employer and welcome applicants of all backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, veteran status, status as a protected veteran, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you need a reasonable accommodation at any point during the application or interview process, please let us know at resumes@encorefireprotection.com.