Summary The Director of Production will oversee the entirety of the installation process, including technical measurement, warehouse, and installation to ensure customer satisfaction. In the role you will be required to improve efficiency, determine appropriate resource capacity, and drive your teams towards hitting determined KPIs that help drive bottom line growth. You will ensure that both W2 and 1099 members of the Production Department are exuding what it means to deliver Signature Service daily. You will be required to demonstrate organizational agility, working seamlessly with other department leaders to establish processes and procedures that help drive the organization towards success.
Qualification Requirements- Ensure members of your team achieve homeowner delight, as measured through Medallia customer satisfaction surveys by training and coaching associates on technical capabilities and customer service. Research and/or develop new processes to increase efficiency and homeowner satisfaction.
- Meet or exceed homeowner expectations on the timing of installation processes by having a capable workforce available to meet demand fluctuations. Lead the recruiting efforts as needed to meet workforce requirements.
- Meet or exceed planned margins and revenue dollar goals by having a capable workforce and using outsourcing as appropriate. Work closely with the Sales and Customer Process functions to ensure resources are aligned in a proactive manner with demand fluctuations.
- Oversee all warehouse operations and personnel to ensure processes, systems, and procedures are in compliance with Renewal by Andersen standards.
- Lead the Technical Measure department, driving towards predetermined KPIs and customer delight while simultaneously coaching to foster a community of emerging leaders.
- Lead the safety initiatives of the installation process associates to ensure safe practices are in place and are followed. Ensure that all regulatory required training is completed as appropriate.
- Lead the Production Management team including performance planning, fostering open communication, and answering team concerns and questions. Coach on management of independent installation contractors (including recruiting, management, pay, skill improvement.) Manage capacity when needs arise.
- Work directly with homeowners to resolve installation process issues.
- Oversight of all miscellaneous materials needed for installation, as well as installation labor costs.
- Directly lead all team members involved in the installation process.
- Other tasks and projects as assigned by Vice President of Operations.
- Travel required - locations in Charlotte, NC, Greer, SC, and Columbia, SC.
Knowledge, Skills and Abilities- Four-year degree or an equivalent combination of education and experience
- A minimum of 7 years of work experience in home improvement or other closely related field.
- A minimum of 5 years of direct leadership experience.
- Previous customer service experience, especially win/win problem solving, and conflict resolution skills required.
- Strong written and verbal communication skills. Advanced skills in Microsoft Office.
- Knowledge of applicable building codes and construction techniques.
- Previous work experience recruiting and managing independent contractors.
- Ability to work and lead in a team environment.
- Advanced financial knowledge.
- Previous P&L responsibility helpful, but not required.
Supervisory Responsibilities- This position has multiple managers reporting to them
Essential FunctionsPhysical Demands- May carry 75+ pounds in equipment and product.
- Climb ladder, move/push/pull furniture
- Drive up to 8 hours a day.
- Communication
- Type, speak, and write daily.
Work Environment- Office work sitting/standing at a desk
- Warehouse
- Outside during installation
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.
