QUALIFICATIONS

• Prior experience managing a department, team, or service operation is required.
• Bachelor’s degree in Business, Marketing, Criminal Justice, or a related field preferred; equivalent experience considered.
• Proven success in client service or account management in a high-touch, service-driven environment.
• Strong leadership, organizational, and communication skills.
• Proficiency in Microsoft Office and an aptitude for learning internal systems.
• Highly organized with excellent time management and problem-solving capabilities.
• A team-oriented, proactive mindset with a focus on outcomes and customer satisfaction.

ABOUT THE ROLE

Off Duty Services, Inc., a Protos Company, is seeking a skilled and driven Service Manager to lead day-to-day operations and ensure exceptional service delivery from our Houston office. This role offers the opportunity to manage a high-performing team, build strong client relationships, and directly contribute to the success of our organization. You will report to the Director of Service Operations and play a critical role in operational leadership and customer satisfaction.

KEY RESPONSIBILITIES

• Lead and mentor a team of Senior Service Agents and Service Agents to maintain a high standard of service delivery.
• Monitor and evaluate performance, provide coaching, and implement process improvements as needed.
• Act as the main point of contact for client representatives—building trust, resolving issues, and ensuring contract requirements are met.
• Collaborate cross-functionally with internal departments and leadership to align operations with broader company goals.
• Analyze key performance metrics to ensure profitability, productivity, and service quality across the portfolio.
• Support client onboarding, conduct service planning, and create action plans for any service deficiencies.
• Oversee staff scheduling, workload distribution, and performance reviews in partnership with senior leadership.