Bachelor's degree preferred; equivalent education and experience accepted
Experience in operations management or leadership roles required
Strong customer service and communication skills
Proficient in problem-solving, analytical thinking, and decision-making
Demonstrated leadership skills to motivate and support team members
Exceptional verbal and written communication abilities
Capacity to multi-task and prioritize in a dynamic setting
Detail-oriented and organized with a pro-active approach
Preferred experience in national retail and facility maintenance
Experience managing sub-contractors is a plus
Responsibilities
Audit customer proposals for pricing and scope accuracy
Analyze operational reports to enhance workflows and customer satisfaction
Identify performance trends and coaching opportunities
Conduct reporting analysis for Quarterly Business Reviews (QBRs)
Manage work orders to meet operational demands and timelines
Cultivate relationships with assigned clients as an escalation point for issues
Collaborate with Operations Coordinators and support team functions
Respond professionally to clients and associates
Ensure accurate billing information for transactions
Help troubleshoot operational issues to improve productivity
Benefits
Medical, Dental, and Vision coverage
Company-paid Group Term Life Insurance
401(k) Retirement Savings Plan with company match
Paid vacation, sick time, and floating holidays
Paid holidays
Full Job Description
Operations Manager
Job Responsibilities:
Audit and review the team's customer proposals to ensureaccuratepricing, proper scope, and alignment with client expectations
Analyze detailed operational reporting to support job completion, improve workflows, andmaintaina high levelof customer satisfaction
Identifytrends, reporting discrepancies, and coaching opportunities to improve team performance and operational efficiency
Conduct deep-dive reporting analysis in preparation for internal Quarterly Business Reviews (QBRs)
Complete,manage, and runwork orders as needed to support operational demands and ensure client expectations and service timelines are met
Develop andmaintainstrong 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
Develop and strengthen relationships with Operations Coordinators, providing guidance and escalation support
Ensure proper work order distributionin accordance withcompany 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 andparticipatein client calls
Ensure workflows are followed properly,identifyingoperational bottlenecks and implementing process improvements
Assistmanagement in troubleshooting operational issues and escalations to improve job flow and productivity
Always respond to clients, service providers, and associates professionally and expediently
Approvepayroll hours as needed
Enter and/or ensure billing information is entered accurately for credit card transactions
Adhere to all company policies and procedures
Performadditionalduties as assigned orrequired
Job Qualifications:
Bachelor's degree preferred; equivalent combination of education and experience will be considered
Proven experience in operations management or a leadership role
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 motivate, coach, and support team members
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
