Director of Service

Position: Director of Service

Department: Service

Reports to: President

Supervises: Service Managers, Route Supervisor

Summary:

CITY Laundering is seeking an experienced, strategic Director of Service to lead service operations across multiple branches and regions. This senior leader sets the standard for service excellence, builds and develops a strong service management team, and ensures consistent execution of “The CITY Way” across every location. The Director of Service is accountable for customer retention, revenue growth within the existing customer base, team performance, and the seamless coordination between the service teams and plant operations.

 Responsibilities:

• Lead, coach, and develop Service Managers across multiple branches and regions, holding them accountable for the performance of their Route Supervisors and Route Service Reps.
• Set and drive regional service strategy, standards, and goals that align with company objectives.
• Champion and ensure consistent execution of “The CITY Way” training, development, safety, and accountability system across all locations.
• Own customer retention and accounts receivable performance across the region; oversee the resolution of escalated service cases and high-priority accounts.
• Drive revenue growth through contract renewals, upselling, and the effective management of start and quit accounts, including customer credits.
• Oversee route logistics, volume management, reroutes, and new business placement to optimize service and efficiency across branches.
• Develop and manage the regional service budget; ensure each branch meets budget and margin expectations.
• Partner with plant operations, Customer Care, and Sales leadership to ensure a smooth flow of information and the timely resolution of concerns.
• Establish and monitor service metrics and reporting; use data to identify trends and drive continuous improvement.
• Recruit, hire, and develop service leadership talent; build succession planning and bench strength within the department.
• Lead the regional rollout of seasonal product promotions and new service initiatives.
• Serve as a senior liaison between the service department and executive leadership, providing regular updates on performance and opportunities.
• Represent the company in a positive manner; dress and act professionally at all times.
• Travel between branches and regions as needed.
• This position requires regular and reliable attendance.
• Other duties as assigned.

Performance Metrics:

• Regional customer retention and net revenue growth.
• Service Manager and overall team performance across branches.
• Results from customer evaluation surveys.
• Timely resolution of escalated service cases.
• Budget and margin target achievement.
• Recruitment, development, and retention of service leadership.

Minimum Requirements:

• Proven leadership experience managing managers, preferably in a service, route-based, or operations environment.
• Strong business acumen with budget and P&L management experience.
• Excellent communication, coaching, and relationship-building skills.
• Highly proficient in Microsoft Office Suite; ability to learn new software quickly.
• Strong organizational skills with the ability to prioritize and take initiative across multiple locations.
• Ability and willingness to travel between branches and regions on a weekly basis, including regular overnight travel.
• Overnight 
• Ability to work in a fast-paced environment and manage multiple priorities.
• Detail orientation, integrity, and a team-first mindset.
• Valid driver’s license and a clean driving record.
• Bachelor’s degree in business, operations, or a related field preferred, or equivalent experience.

Benefit Package:

• Paid Time Off and Paid Holidays
• Health, Vision & Dental Insurance
• Flex Benefits
• Short Term Disability and Life Insurance
• Enrollment in 401K plan (with company match)
• Supplemental Insurance
• Cancer Care Insurance
• Accidental Insurance
• Company Apparel Provided

Physical Demands:

• Work in a fast paced environment

• Sitting:
  • Frequently, for desk work, paperwork, managerial requirements, and travel between locations.
• Walking:
  • Frequently, to move from task to task and to tour facilities and storage areas. Distance varies.
• Bending:
  • Occasionally, during facility visits and equipment reviews. Up to 90 degrees flexion.
• Trunk Rotation:
  • Occasionally, during facility visits.
• Squatting/Crouching:
  • Occasionally, to pick up or retrieve items.
• Climbing:
  • Occasionally, for accessing equipment or storage during facility visits.
• Reaching out/up:
  • Occasionally, during facility visits.
• Grasping/Pinching/Wrist Turning:
  • Occasionally, to handle paperwork, tools, or equipment. Power and precision grasp.
• Finger Manipulation:
  • Frequently, to operate a computer, phone, and office equipment.
• Pushing/Pulling:
  • Occasionally, to move carts or equipment during facility visits.
• Lifting/Carrying:
  • Occasionally, up to 50 pounds to move items from one area to another. Frequently under 25 pounds. Distance varies.
• Use of Feet:
  • Frequently, to walk throughout facilities and storage areas and to drive between locations.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.