National Accounts Director of Operations

Position Summary

The Director of Operations – National Accounts will be responsible for overseeing the daily operational activities of the National Accounts team, with focus on many of Marmic’s largest and most prominent regional and national customers.

Core Responsibilities:

Lead National Accounts team including customer facing transactional activities.

Planning, Organizing, and strategizing the daily operations and routine. Proposes and implements process improvements to progress and drive the business. Maintain strong customer relationships and daily sense of urgency to escalations. Ensure customer check ins and business meetings are conducted. Resolve all concerns. Meet or achieve all customer (and Marmic corporate) SLA’s and KPI’s. Ensure the quality of Marmic’s program and services meet or exceed customer expectations.

Execute a world class level of on‑time service to ensure all customer locations receive service in month or cycle due. Develop customer relationships at all levels and implement proactive business review activities to ensure customer satisfaction and retention goals are met. Maintain an extensive goodwill schedule. Meet or exceed top and bottom‑line P&L goals, including gross margin. Maintain and support a robust and engaged affiliate network.

Ensure Marmic branches receive the highest level of professionalism and support. Drive a sense of urgency around overdue services. Lead and develop a multi‑tiered, multi‑faceted team of managers and hourly employees. Drive performance and Continuous Quality Improvement. Create and provide reports to the leadership team on the current overall state of the business. Ensure customer support structure is implemented for 24‑7 support.

Monitor employee work and provide guidance. Establish contracts and pricing for National Accounts customers. Take the lead on all customer renewals and maintain a strong retention to lost business ratio.

Required Skills/Abilities:
Management experience inclusive of cross‑functional operations teams at a total organizational headcount of 75 or more. Experience leading a strong team with other senior level managers in the reporting structure. Decisive thinking and leadership abilities. P&L and budgetary responsibility. Prior experience of a minimum of $50M in annual managed volume. Negotiation, conflict resolution, and presentation skills. Dynamic and creative problem‑solving abilities.

Strong client‑focused mindset. Must be well organized and a self‑starter.

Prior experience in a multi‑site, regional or national route based business model. Degree in business management or related field preferred. A minimum of 7‑10 years experience in a leadership role.

Prolonged periods of sitting at a desk and working on a computer.

• Weekly paychecks.
• 401(k) plan with up to a 4% company match.
• Medical, Dental and Vision Insurance effective the first of the month following your start date.
• Tele‑health services if healthcare coverage is elected.
• Accrual of up to 13 days of Paid Time Off (PTO) in your first year.
• 7 Paid Holidays.
• Vehicle allowance with maintenance care and fuel card.
• Uniform and boot allowance.
• All necessary tools and equipment to perform your job.

Marmic Fire & Safety Company (MFS) is the successful expansion of Joplin Fire Protection (JFP) which began in 1951 with Charles and Mary Lou Teeter. After decades of practicing customer‑centric service JFP added territories in Oklahoma, Kansas, and Arkansas with a second generation of the Teeter Family at the helm. During their tenure, Mickey and Martha Teeter formed a second company called Marmic to cover those areas outside of Joplin, MO Metro.

Today, the third generation is charging ahead with Marmic’s growing prominence in the Midwest and, indeed, the nation. In its core services of fire extinguisher, sprinkler, fire alarm, industrial fire suppression, and kitchen system fire suppression, MFS competes with the top fire protection companies in the country. Few, if any, other companies are as holistic in terms of safety. By…