Director, Projects

Director of Projects

Location: Addison, TX

About the Role:

Academy Locksmith is seeking a Director of Projects who will oversee critical client accounts and lead a team of customer service representatives, dispatchers, and project managers. As a key leader, this role will drive service delivery, team development, and client satisfaction across our largest accounts, ensuring the highest standards in our locksmith, access control, and security services.

In this position, you will be responsible for end-to-end project oversight, including strategic account management and service optimization. You will be responsible for hiring and onboarding multiple key team members to support our expanding project workflows. With a focus on building strong client relationships, you will play a critical role in driving growth and maintaining operational excellence.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for executive-level stakeholders within key accounts.
• Develop and maintain long-term relationships with clients, regularly assessing satisfaction and proactively addressing any concerns.
• Establish client trust and loyalty through consistent, transparent communication and reliable service.

Team Leadership & Development

• Directly oversee a team of customer service reps, dispatchers, and a newly hired project manager.
• Provide mentorship and growth opportunities for team members, preparing them for future leadership roles within Academy Locksmith.
• Set and monitor performance goals, ensuring alignment with service, financial, and productivity metrics.

Project Leadership

• Oversee the planning, scheduling, and execution of large-scale locksmith and security projects, such as multi-site installations and system upgrades.
• Collaborate with service technicians and field teams to ensure timely, high-quality project delivery.
• Resolve scheduling conflicts and project delays, implementing best practices for streamlined service.

Account Expansion & Retention

• Identify and pursue new opportunities to enhance client value through expanded services and solutions.
• Manage contract renewals and negotiations, securing favorable terms and fostering long-term partnerships.
• Monitor client satisfaction metrics, actively addressing risks to prevent churn.

Operational Management

• Work closely with field and service teams to uphold Academy’s quality standards and ensure consistent service.
• Regularly review and improve operational workflows, focusing on efficiency and client satisfaction.
• Resolve service-related issues and escalations, ensuring issues are managed to client standards.

Financial Oversight

• Manage financial tracking and reporting for key accounts, including accurate billing and budget alignment.
• Partner with finance to resolve any discrepancies, ensuring client satisfaction and financial integrity.
• Provide budget oversight and project costing to align with client agreements.

Reporting & Documentation

• Deliver detailed reports to clients and internal stakeholders, covering service performance, project status, and account metrics.
• Maintain comprehensive records of client interactions, project documentation, and contract agreements.

Problem Resolution & Escalation Management

• Act as the executive point of contact for urgent service issues, coordinating with teams for rapid response.
• Lead service escalations and follow-through to ensure timely, satisfactory resolutions for clients.

Requirements

• Bachelor’s degree in business, project management, or a related field.
• 7+ years of project management and account oversight experience, with a preference for experience in security, facilities, or construction.
• 3+ years of experience managing cross-functional teams. 
• Strong leadership and team development skills, with proven experience managing multi-functional teams.
• Excellent organizational and communication abilities, with a high degree of accountability.
• Proficiency in project management tools and client relationship management software.

Our Company

Academy Locksmith is the leading nationwide provider for locks, doors, safes, and access control systems. Operating in all 50 states, we are committed to providing an exceptional work environment, leading to outstanding service quality