Bachelor's degree preferred or equivalent experience
Proven experience in operations management with supervisory roles
Strong customer service skills with communication etiquette
Problem-solving, analytical, and decision-making abilities
Excellent leadership and team management skills
Strong verbal and written communication skills
Ability to multi-task in a fast-paced environment
Pro-active, organized, and detail-oriented
Industry-specific experience in retail and facility maintenance preferred
Familiarity with managing sub-contractors appreciated
Responsibilities
Audit team proposals for pricing and scope accuracy
Analyze operational reports to enhance workflows and customer satisfaction
Monitor team performance and identify areas for improvement
Conduct detailed reporting analysis for Quarterly Business Reviews
Manage work orders to meet operational and client service demands
Develop client relationships and support operational concerns
Travel for client meetings and operational reviews
Directly manage and coach Operations Coordinators and staff
Ensure work order distribution follows company policies
Support operational roles as necessary to ensure continuity
Collaborate with Sales teams on client calls
Identify and address operational bottlenecks for improved workflows
Lead resolution efforts for operational issues
Maintain professional communication with clients and associates
Review employee timecards for accuracy
Ensure accurate billing entry for transactions
Adhere to company policies and perform additional duties as needed
Benefits
Medical, Dental, and Vision coverage
Company-paid Group Term Life Insurance
401(k) Retirement Savings Plan with company match
Paid vacation, sick/personal time, and floating holidays
Paid holidays
Full Job Description
Operations Manager
Job Responsibilities:
Audit and review the team's customer proposals to ensure accurate pricing, proper scope, and alignment with client expectations
Analyze detailed operational reporting to support job completion, improve workflows, and maintain a high level of customer satisfaction
Monitor team performance, identify trends and coaching opportunities, and improve accountability, productivity, and operational efficiency
Conduct deep-dive reporting analysis in preparation for internal Quarterly Business Reviews (QBRs)
Complete, manage, and run work orders as needed to support operational demands and ensure client expectations and service timelines are met
Develop and maintain strong relationships with assigned clients, serving as a secondary escalation point for operational concerns and service-related issues
Travel as needed for client meetings, operational reviews, and QBRs
Directly manage Operations Coordinators and other assigned staff, including day-to-day direction, coaching, development, performance expectations, accountability, and escalation support
Ensure proper work order distribution in accordance with company policies and operational standards
Step into various team roles as needed to support operational continuity and business needs
Partner with the Sales and Account Executive teams to lead and participate in client calls
Ensure workflows are followed properly, identifying operational bottlenecks and implementing process improvements
Lead the resolution of operational issues and escalations to improve job flow, team productivity, and service delivery
Always respond to clients, service providers, and associates professionally and expediently
Review and approve employee timecards/payroll hours as needed, ensuring accuracy and timely submission
Enter and/or ensure billing information is entered accurately for credit card transactions
Adhere to all company policies and procedures
Perform additional duties as assigned or required
Job Qualifications:
Bachelor's degree preferred; equivalent combination of education and experience will be considered
Proven experience in operations management with direct people-management or supervisory responsibility
Strong customer service skills with excellent phone and communication etiquette
Strong problem-solving, analytical, and decision-making abilities
Excellent leadership skills with the ability to manage, motivate, coach, develop, and hold team members accountable
Strong verbal and written communication skills
Ability to multi-task and prioritize in a fast-paced environment
Pro-active, organized, and detail-oriented
National retail and facility maintenance experience preferred
Experience working with and managing sub-contractors preferred
Benefits:
Medical, Dental and Vision
Company paid Group Term Life Insurance
401(k) Retirement Savings Plan (company match)
Paid vacation, sick/personal time and floating holidays
