Job Title: New York Service Manager
Location: New York, NY
Department: Installation Operations
Work Type: On-site / Full-Time
Schedule Requirement: Monday - Friday, 9:00am - 5:30pm.
Position OverviewSTARK is seeking an experienced
Service Manager to lead the teams and workflows responsible for last-mile delivery, site measuring, layout coordination, installation, fabrication coordination, and project closeout across the Tri-State market.
This role will oversee the Tri-State Installation Specialists and Labor Logistics Coordinators, creating clear accountability from measure through installation and billing. The ideal candidate is a hands-on service leader with strong carpet, installation, field-service, or comparable project-delivery experience. They will improve turnaround times, strengthen communication between teams, and drive consistent adoption of new tools such as MeasureSquare and other operational tools.
Key ResponsibilitiesTeam Leadership & Accountability - Lead, coach, and develop the Tri-State Installation Specialist and Labor Logistics teams.
- Establish clear ownership, workflows, escalation paths, and service standards across measuring, layouts, delivery, installation, and billing.
Installation, Delivery & Field Operations - Oversee last-mile delivery, installation, fabrication coordination, site measures, and quality control.
- Partner with installers, fabricators, warehouse teams, sales teams, Account Managers, workrooms, and clients to ensure projects are executed smoothly.
- Resolve field issues, installation challenges, delivery problems, customer escalations, and claims-related concerns.
Measuring, Layouts & Technology - Own the end-to-end measuring and layout process, including turnaround-time expectations and quality control.
- Drive MeasureSquare adoption across the appropriate teams and ensure the platform is used consistently and effectively.
- Improve quote and plan turnaround by reducing unnecessary handoffs and clarifying responsibilities.
Cross-Functional Coordination - Serve as the operational link between sales, customer experience, claims, warehouse, workrooms, installers, fabricators, and finance.
- Support accurate order status updates, labor invoice review, approvals, project closeout, and billing readiness.
Qualifications - 5+ years of progressive leadership experience in flooring operations (preferably carpet), installation management, field service, project delivery, or a comparable environment.
- Demonstrated experience managing teams responsible for scheduling, logistics, field ops, installation, delivery, or customer-facing service.
- Strong understanding of carpet installation, measuring, layouts (with seam placement) preferred.
- Ability to read and interpret floor plans, drawings, and installation requirements.
- Strong communication, problem-solving, organizational, and leadership skills.
- Proficiency with Microsoft Office, Outlook, Excel, Word
- Valid driver's license and ability to travel to local project sites as needed.
This role is intended to lead the full service operation-not simply maintain the existing process. It will be accountable for improving execution, speed, visibility, and customer experience across measuring, delivery, installation, and layouts.
The pay range for this role is:
100,000 - 120,000 USD per year (New York )
