Operations Manager

Stanley Black & Decker   •  

Saint Louis, MO

Industry: Consumer Goods / Miscellaneous


8 - 10 years

Posted 369 days ago

Position Responsibilities: 

  • Responsible for both service and installation operations activity occurring within assigned branch
  • Respond for ensuring that customer service issues are resolved within a timely manner (internal and external)
  • Serve as champion for Stanley Standard sustainment activities relative to service department functions and activities
  • Provide coaching, support and feedback utilizing the OPR process to promote the development and effectiveness of direct reports 
  • Ensure that policies and procedures relating to safety are followed to promote a safe work environment
  • Continually drive to improve quality and delivery by monitoring key performance indicators (KPI’s) and initiate corrective plans as needed
  • Recruiting and attract qualified staff (including sub-contractors) to ensure timely delivery of services  
  • Review work order packets to ensure that the system design and scope are accurate to meet the clients’ application.
  • Ensure that projects are scheduled to meet the clients preferred installation completion date (CPD). Confirm that date is scheduled utilizing the SBN schedule board and communicate scheduled date to stake holders on an as needed basis. 
  • Assist and interfaces with the installers and subcontractors regarding on-site scheduling of work activities, timely delivery of equipment and milestone achievements
  • Monitor job costs, branch operating expenses and prepare/disseminate job progress reports
  • Complete required department paperwork on a timely basis, including Labor & Expense (L&Es), Installation (billing) reports, and job-specific documentation (estimator, work order, Customer Acceptance forms, etc.)
  • Continually drive to improve department performance by monitoring key performance indicators (KPI’s) and initiate corrective plans as needed
  • Participate in the procurement of material and subcontract requirements
  • Manages the timely receipt of job material and is accountable for all supplied equipment.  Works effectively with the job team to solicit supplier/subcontract proposals, secures, and evaluates subcontractor change requests
  • Promptly addresses customer issues and complaints, and develops solutions to resolve issues timely, and effectively.   Communicates with appropriate team members regarding customer issues, and status of resolving such issues


  • Bachelor’s degree in business or related or equivalent work experience
  • Minimum of 7 years progressively responsibleexperience leading a regional or national service organization with experience in financial management, P&L management and cost containment in managing projects.
  • Valid state driver’s license without restrictions
  • Five to Seven years’ securityexperience


  • Proven customer service and problem solving skills
  • Excellent verbal and written communication skills
  • Ability to handle multiple priorities and manage time in a deadline-driven environment
  • Organized with attention to detail
  • Experience using Microsoft Office