SERVPRO of Wilkes, Alleghany, Watauga, Ashe Counties · 2 weeks ago
Director of Shared Services
Medina, OH 44256
Full-time
Onsite
Director/Executive
$70K/yr - $80K/yr
8+ years expSERVPRO Team Fosdick specializes in fire and water cleanup and restoration, mold remediation, and construction services. The Director of Shared Services is responsible for managing administrative activities across locations, developing strategies, and ensuring compliance with brand standards while leading various operational functions including dispatch management and customer experience leadership.
Consumer Services
Responsibilities
Leads the Dispatch & Scheduling function, ensuring all incoming opportunities are accurately captured, prioritized, and dispatched to operations for timely action and effective response
Leads and coordinates the daily activities of Job File Coordinators (JFCs) ensuring accuracy and timeliness of estimates, invoicing, final billing, and billing dispute resolution
Monitors procedures and processes for alignment to SERVPRO standards
Serve as a key point of communication with operations and leadership regarding job progress, estimates, customer issues, billing status
Provides accurate weekly Work in Progress (WIP) revenue reporting to Ownership and leadership
Own and oversee the resolution of escalated customer concerns, partnering closely with operations to identify solutions, and ensure a positive customer experience
Ensure the Shared Services team consistently obtains customer verbal surveys during or following service interactions
Lead initiatives to collect, track, and leverage customer reviews and feedback to drive continuous improvement
Oversee the evaluation, implementation, and adoption of new technologies and systems to improve workflows, streamline processes, and increase overall team efficiency
Manage all company registrations and oversee vendor portal accounts, ensuring accuracy, compliance, and timely updates across platforms
Partner with senior leadership team to develop, track, and manage key performance indicators (KPIs) across the organization, providing data-driven insights to support decision-making and continuous improvement
Establish clear performance expectations and align individual team goals with the organization’s annual and quarterly objectives
Lead, mentor, and develop a multi-functional team across dispatch, customer experience, technology, vendor management, and reporting
Build and sustain a culture of accountability, collaboration, and continuous improvement
Foster talent development and career growth opportunities for team members
Challenge the status quo by building relationships with other industry peers and leaders to identify best practices and innovative solutions
Qualification
Required
Bachelor's degree or equivalent combination of education and experience
Minimum of 8 years of leadership experience, preferably in the mitigation/restoration or construction industry
Demonstrated experience leading shared services, operations support, or back-office functions
Strong leadership, people management, and organizational skills
Excellent analytical, problem-solving, and decision-making skills
Outstanding written and oral communication skills
Proficiency with Microsoft Office Suite
Benefits
Company laptop and cell phone
Comprehensive benefits package
401(k) with Company match
Paid vacation + holidays
Company
SERVPRO of Wilkes, Alleghany, Watauga, Ashe Counties
Restoration and Cleaning Services As a trusted leader in the restoration industry, SERVPRO of Wilkes, Alleghany, Watauga, and Ashe Counties has the advanced training and equipment needed to clean and restore your home and business anytime you need help, 24 hours a day, including weekends and holidays.
Wilkesboro, North Carolina, US
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase