Service Operations Manager (Windsor)

• Build and maintain strong relationships with clients, property managers, consultants, and other stakeholders.
• Respond promptly and professionally to client questions, concerns, and service issues.
• Ensure clients receive clear communication regarding scheduling, job progress, completion, and follow-up.
• Review service reports, quotes, timesheets, and job costing information for accuracy.
• Monitor service performance, profitability, backlog, and other key operational metrics.
• Identify opportunities to improve service efficiency, customer satisfaction, and division profitability.
• Support cost control, forecasting, budgeting, and resource planning for the Service Division.
• Collaborate with estimating, operations, accounting, and senior leadership to achieve company and division objectives.

• Promote and enforce Empire’s safety culture and established safety procedures.
• Ensure field teams follow company policies, applicable regulations, and client-specific safety requirements.
• Monitor workmanship and ensure completed repairs and maintenance meet Empire’s quality standards.
• Investigate service-related issues and implement corrective actions when required.
• Maintain accurate safety, compliance, and service documentation.

• 5+ years of experience in service management, field operations, construction, roofing, or a related industry.
• Previous experience managing field personnel, crews, or service operations.
• Strong understanding of roofing systems, repairs, maintenance, and service processes is highly preferred.
• Proven ability to coordinate multiple service calls, crews, clients, and priorities simultaneously.
• Strong leadership, communication, organization, and problem-solving skills.
• Comfortable balancing field responsibilities with office-based coordination and administration.
• Strong customer-service mindset with the ability to manage challenging situations professionally.
• Financial and operational awareness, including experience with job costing, productivity, budgets, or service KPIs.
• Strong attention to detail and follow-through.
• Proficiency with Microsoft Office and CRM, scheduling, dispatch, or job-management systems.
• Valid driver’s license and willingness to travel to job sites as required.
• Ability to work effectively in a fast-paced environment where priorities can change quickly.

In this role, success means having a Service Division that is organized, responsive, profitable, and accountable.

You’ll ensure the right crew is at the right job at the right time, clients are kept informed, field teams have the support they need, work is completed safely and to a high standard, and service jobs move efficiently from request → scheduling → completion → billing.

• Competitive salary and performance-based incentives.
• Comprehensive benefits package.
• Vehicle allowance program.
• Opportunity to play a key leadership role in a growing Service Division.
• A collaborative, high-performing environment that values accountability and teamwork.
• Stability and pride in working for a company with 30+ years of success.
• Opportunity to make a direct impact on service operations, customer satisfaction, and business performance.

Apply today and take a leadership role in shaping the future of Empire’s Service Division, where safety, quality, teamwork, and exceptional service build lasting success.