Director of Operations, National Accounts - Marmic Fire & Safety : Job Details

Director of Operations, National Accounts

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The Director of Operations - National Accounts will oversee the daily operational activities of the National Accounts team, focusing on Marmic's largest regional and national customers.

Core Responsibilities

Supervisory Responsibilities:

• Lead the National Accounts team, including customer-facing transactional activities.

Duties/Responsibilities:

• Plan, organize, and strategize daily operations and routines.
• Propose and implement process improvements to enhance business performance.
• Maintain strong customer relationships and address escalations promptly.
• Conduct customer check-ins and business meetings; resolve concerns.
• Achieve all customer and corporate SLA's and KPI's.
• Ensure services meet or exceed customer expectations.
• Provide timely service to all customer locations.
• Develop customer relationships at all levels and conduct proactive reviews.
• Meet or exceed P&L and gross margin goals.
• Support a robust affiliate network.
• Ensure professional support across Marmic branches.
• Drive urgency around overdue services.
• Lead and develop a team of managers and hourly employees, focusing on performance and quality improvement.
• Create reports on business status for leadership.
• Implement a 24/7 customer support structure.
• Monitor employee work and provide guidance.
• Establish contracts and pricing for National Accounts.
• Lead customer renewal efforts, maintaining high retention.

Minimum Qualifications

Skills/Abilities:

• Management experience with cross-functional teams of 75+ employees.
• Experience leading senior managers.
• Decisive leadership skills.
• P&L and budget management, with experience managing $50M+ annually.
• Negotiation, conflict resolution, and presentation skills.
• Creative problem-solving skills.
• Client-focused mindset.
• Organized and proactive.

Education & Experience:

• Experience in multi-site, regional, or national route-based business models.
• Degree in business management or related field preferred.
• 7-10 years in leadership roles.

Physical Requirements

• Sitting at a desk and working on a computer for extended periods.

Benefits & Perks

Competitive pay plus benefits such as:

• Weekly paychecks.
• 401K with up to 4% match.
• Health insurance starting first month.
• Telehealth services.
• Up to 13 PTO days in first year.
• Paid holidays.
• Vehicle allowance, tools, and equipment.

Who We Are

Marmic Fire & Safety Company (MFS) has a rich history since 1951, expanding through customer-centric service across the Midwest and nationally, providing fire protection and safety services.

EEO Statement

We are an equal opportunity employer, considering all qualified applicants without discrimination.

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