Service Operations Lead

Watchtower Security is the nation's leading provider of all-inclusive, fully managed video surveillance solutions, exclusively dedicated to the multifamily housing industry. For over two decades, we have partnered with property management groups across the nation, empowering them to provide peace of mind to their communities.

As a rapidly growing and dynamic organization, we pride ourselves on a fast-paced, collaborative environment where innovation, critical thinking, and a commitment to excellence drive our success. We are seeking passionate individuals eager to contribute to a team that values strong communication, attention to detail, and a shared dedication to making a tangible difference in multi-family communities.

We are seeking a highly skilled and experienced Service Operations Lead to oversee the daily functional workflow and performance of our Client Service Specialists and Service Department Operators. This pivotal role focuses on the strategic management of our subcontractor network, ensuring high-quality service delivery, cost-effectiveness, and operational excellence. As a functional lead (without formal hiring/firing authority), this individual will orchestrate seamless communication and coordination among clients, field technicians, subcontractors, and internal office staff, serving as a critical point of contact while driving efficiency in a fast-paced environment.

Essential Job Functions:

• Subcontractor Operations & Management:
  • Proactively source and qualify new subcontractors to ensure comprehensive national service coverage.
  • Manage and maintain the subcontractor scorecard to rigorously monitor performance, quality, and accountability.
  • Rank and categorize subcontractors based on their technical ability, service levels, and specialized skill sets.
  • Strategically assign subcontractors to service requests based on their specific abilities and associated fees to ensure alignment with Scopes of Work (SOW) while preventing overspending.
  • Oversee and resolve subcontractor invoicing questions in coordination with the Finance Department.
  • Conduct regular audits of subcontractor relationships and performance data to maintain company standards of excellence.

• Functional Workflow Oversight & Coordination:
  • Oversee the daily operations and performance of the Client Service Specialist and Service Department Operator roles.
  • Serve as a primary functional point of contact between clients, internal technical teams, and external subcontractors.
  • Orchestrate seamless communication and coordination among clients, field technicians, subcontractors, and internal office staff.
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• Team Collaboration & Efficiency:
  • Collaborate effectively with internal departments to ensure cross-functional alignment on service goals and client issues.
  • Assist with critical tasks such as image quality checks and subcontractor follow-ups as required to support the team.
  • Fulfill other assignments as directed to support the overall efficiency and goals of the Service Department.

Qualifications & Skills:

• Professional Experience & Technical Aptitude:
  • Minimum of 5+ years of experience in customer service, technical support, or service operations within a fast-paced environment.
  • Proficiency with Google Workspace and familiarity with CRM systems like ConnectWise.
  • Basic knowledge of cameras, video surveillance systems, and networking concepts is a significant plus.

• Core Competencies:
  • Excellent verbal and written communication skills with the ability to convey information clearly to diverse stakeholders.
  • Strong analytical skills, with the proven ability to diagnose issues, identify root causes, and analyze subcontractor performance data.
  • Highly organized, with the ability to manage multiple tasks and prioritize effectively in a dynamic environment.
  • A proactive problem-solver with a detail-oriented approach and a professional attitude.