Operations Manager

Summary: 

The Operations Manager serves as the acting COO for their assigned account/segment. They own the year-over-year expectation to profitably grow their account/segment and ensure execution of the account key performance indicators, while effectively leading a team of Account Coordinators.

• Responsible for translating client’s requirements/KPIs into workflow processes, training staff in how to effectively and efficiently execute the processes, and continually improving those processes.
• Establish and continually update an operations plan to meet client requirements/KPIs, including a workflow or case management process, required manpower, service coverage (work shifts/schedules), ands process improvements including technology investments.
• Build an effective service delivery team, including clearly defining team member roles, and expectations.
• Work collaboratively with the field to meet client expectations/service requirements, or finding alternative channels for provider sourcing to serve their clients when field engagement is impractical (e.g., interior calls)
• Build relationships with Trade Coordinators/Property Managers within accounts supported, positioning oneself as the “go to person” for service problems or issues not resolved by their direct reports
• Create daily tracking reports of service delivery, share results throughout the team, and coach accordingly
• Provide periodic (at least quarterly) service delivery report cards to clients and support NAM/Team Lead presentation.

• Highly proactive in aggressively solving problems before they arise and extinguishing fires when they do
• Driven leader, mentor and coach, with a demonstrated ability to lead a team and coach less experienced team members
• Strong operational skills, with proven ability to manage large teams that provide sales and support services
• Excellent communication skills, with the ability to effectively communicate at all levels within an organization
• Proven ability to strengthen and improve work processes for efficiency while meeting performance and budget goals
• Exceptional communication, collaboration and interpersonal skills, with the ability to lead internal projects, collaborate on solutions with the field and lead top-to-top meetings with senior customer leaders
• Inspires confidence and trust in their team, the field organization, and the customer
• Experience leading large teams that service and support facilities maintenance contracts is highly preferred
• Experience serving as the #1 customer facing operations leader, understanding the need to be available, proactive and solutions oriented at all times
• Possesses and demonstrates a significant sense of urgency.
• Hands-on management experience, requiring diligence and integrity, as well as a commitment to get the job done
• Strong team player, with the ability to collaborate well at levels of the business
• Knowledge of computer software and hardware, with expert knowledge of Word, Excel and PowerPoint
• Ability to be available 24/7 to provide emergency customer support if needed during peak times

Education: Four-year degree in Business Management or equivalent work experience in a similar environment

 Masters Degree a plus

Experience: Two to Five years of experience in the sales and marketing field

 Demonstrated experience with event and project management 

Americans with Disability Specifications: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand, move, operate with hands and arms, and lift up to 15 pounds. The employee is regularly required to use hands to operate or feel objects, tools or controls, communicate, distinguish or identify, adjust or focus.

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is a sedentary position that requires 8 hours of sitting at a desk in a climate-controlled environment with frequent computer, mouse, 10 key touch and phone work.

These declarations are not to be an “all-inclusive” list of the duties and responsibilities nor of the skills and abilities required to do the job. They are intended only to describe the general nature of the job and a reasonable representation of its activities. Additional essential functions and/or tasks may be identified by the company and listed as such in the incumbent’s performance appraisal. Various tasks may be assigned under each task or function. The incumbent performs other job-related duties as assigned and required.

This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.

EOE/Minority/Female/Disabled/Veteran