Director of Service Operations

Director of Service OperationsNew York City • Full-TimeConfidential Search - Conducted by CLT Recruiters LLCAbout the CompanyOur client is one of New York City's most respected luxury residential general contractors, withdecades of experience delivering exceptional craftsmanship to the city's most discerning clientele.The firm operates across the full spectrum of high-end residential construction and renovation,maintaining long-standing relationships built on trust, quality, and a relentless commitment toservice excellence.The company operates under an employee shared ownership structure, Brooklyn-based, andknown throughout the NYC luxury residential market as a best-in-class operator. The identity of ourclient will be shared with qualified candidates at the appropriate stage of the search.The OpportunityThis is a newly reimagined leadership role - not a backfill. Our client has a long-establishedservice operation with deep client relationships and a strong foundation, and is now seeking aDirector with the vision and leadership to take it to the next level. The right candidate will find reallatitude here - to assess, modernize, and shape how the department is structured, how it delivers,and how it grows - backed by the brand, client base, and resources of one of NYC's mostrespected luxury residential contractors.Reporting directly to company principals, this is a high-visibility, high-impact role with genuineownership over a critical profit center.Role OverviewThe Director of Service Operations will have full accountability for the performance, culture, andgrowth of the service department - encompassing warranty work, punch list, ongoing maintenancecontracts, and emergency response. You will lead a team of field craftsmen (carpenters, handymen,drivers, and specialty tradespeople) and one office-based administrator, with the autonomy to buildand refine the team as the department evolves.This is a hybrid role. While the nature of the work requires meaningful field presence, the Director isexpected to operate with a strong office-based management discipline - driving process,accountability, and client communication from the top.Key Responsibilities• Lead, manage, and develop the service department team - establishing a culture ofaccountability, professionalism, and continuous improvement.• Own the department's P&L - managing budgets, forecasting, and financial performancewith the rigor of an independent business unit.• Serve as the primary client-facing representative for service operations - building andsustaining relationships with the firm's luxury residential clientele.• Drive business development within the service department - identifying opportunities toexpand contracts, deepen client relationships, and grow recurring revenue.• Develop and implement operational systems, workflows, and technology tools thatmodernize how the department functions.• Oversee scheduling, dispatch, and resource allocation across all active service projects andmaintenance commitments.• Establish and enforce quality standards consistent with the firm's reputation for excellence.• Manage subcontractor and vendor relationships, with particular emphasis on HVAC andmechanical service providers.• Report regularly to principals on department performance, staffing, client satisfaction, andgrowth initiatives.What We're Looking ForThe ideal candidate is a proven leader who has operated at a senior level within luxury residentialconstruction or high-end facilities/service management. You bring a builder's mentality to operations- someone who can look at a department and envision what it could be, then execute on thatvision.Required:• Demonstrated leadership experience with direct reports in a service, maintenance, orconstruction operations environment.• Deep familiarity with luxury residential construction in New York City - the clients, thestandards, and the expectations.• P&L ownership experience - comfort with budgets, financial reporting, and costmanagement.• Exceptional client-facing skills - polished, professional, and capable of representing thefirm at the highest levels.• A clear vision for what a world-class service department looks like and the drive to build it.Preferred:• Strong technical background with particular emphasis on HVAC systems and maintenancecontracts.• Experience implementing operational technology, scheduling platforms, or CRM tools in afield service environment.• Existing relationships within the NYC luxury residential GC or property managementcommunity.What's On Offer• Highly competitive base salary commensurate with experience, plus performance-basedincentives.• Participation in the company's Employee Stock Ownership Plan (ESOP) a meaningful sharein the firm's long-term success.• Hybrid schedule - meaningful field presence balanced with office-based management.• Direct reporting line to company principals with a genuine seat at the leadership table.• The opportunity to build and lead a reimagined department from the ground up within an