The Operations Manager is responsible for driving the execution of specific business unit goals and the management of installation functions and deliverables for assigned branches, following the point of sale through installation. This role reports to the Divisional Operations Manager and is directly responsible for successful residential home improvement installation of HDE products within specified markets with combined installed revenue of 20-30M.
The incumbent is responsible for branch unit performance including but not limited to, converting sales revenue to installed revenue through teams, and managing approximately 1,000 installation jobs monthly. The Operations Manager operates through a team to communicate expectations, ensures department performance outcomes, and drives support of strategies tied to outstanding customer service, adherence to performance metrics and quality standards. The manager is also responsible for ensuring that results meet or exceed performance standards and metrics related to timely completion of jobs, minimal service issues, and achieving cycle time requirements within specified geographies.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
25% - Sets priorities for assigned branches and directly manages assigned team towards the achievement of branch objectives and goals.
25% - Ensures that assigned branch unites handle inbound/outbound communications to the highest professional standards and to the satisfaction of the customer and the Company. Works through direct reports to maintain excellent service level, monitors performance and ensures the branch unit's performance meets/exceeds standards.
20% - Effective trainer on new processes and technological improvements. Acts as an escalation path for customer concerns and periodically conducts real-time call/email or chat monitoring. Conducts coaching with associates in order to enhance service quality and increase productivity and branch performance.
15% - Evaluates real-time performance and contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and executing recommended solutions. Responsible for process improvements, training and development. Promotes ongoing cooperative relationships.
15% - Ensures positive working relationships, effective communication and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective, high performing team. Works through direct reports to ensure competence and continuing improvement. Other tasks as assigned.
NATURE AND SCOPE
This position reports to Divisional Operations Manager/Senior Manager.
This position has 5-15 direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience: 3 years
Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds).
3-5 years of customer service experience.
Knowledge, Skills, Abilities and Competencies:
Proven track record of performance management, training, coaching, and mentoring work teams, documenting processes, analyzing trends and achieving exceptional level of customer service.
Experience with analysis, problem solving and project management.
Prior knowledge of installation process.
Knowledge or experience in the home improvement industry.
Strong computer skills.
Knowledge or experience dealing with subcontractors.
Experience managing and operating within a call center environment.