SummaryThe Group ISS Operations Partner is responsible for partnering with regional leaders and local teams to drive consistent, high-quality execution of installed services across an assigned group or region. This role serves as the installation services subject-matter expert and operational lead for the group, helping ensure that employees and third-party contractors perform measurements, installations, and related activities safely, accurately, consistently, and on time.
Working closely with local leadership, and other Group ISS Operations Partners to identify performance opportunities, establish consistent operating expectations, develop action plans, and support implementation at the local level.
The position will also provide oversight and support for ISS projects, helping ensure projects are completed properly, meet company and manufacturer standards, and deliver an experience that meets or exceeds customer expectations.
Key ResponsibilitiesPartnership with local leaders
- Serve as the primary ISS Lead and subject-matter expert for the assigned group
- Develop strong working relationships with regional/group leadership, and local Operations leaders
- Collaborate with local leadership to establish priorities and develop action plans to address performance gaps
- Provide local leaders with visibility into ISS performance, including trends, risks, customer issues, contractor performance, and opportunities for improvement
ISS Operations & Execution
- Lead with local teams to ensure consistent execution of ISS processes across all locations within the assigned group including standards for measuring, scheduling, ISS, project documentation, and job completion
- Ensure employees and third-party contractors follow established processes and standards for measuring, scheduling, ISS, project documentation, and job completion
- Identify inconsistencies between locations and work with local leader to establish standardized processes and expectations
- Monitor ISS capacity and contractor availability to ensure resources align with customer demand
- Support local teams in recruiting, onboarding, developing, and maintaining a strong network of qualified ISS contractors
- Identify barriers affecting ISS cycle time, productivity, or customer experience and Lead with Operations leadership to remove those barriers
Customer Experience
- Champion a consistent and professional customer experience throughout the installation process
- Ensure expectations are established for customer communication regarding measurements, scheduling, project status, jobsite conditions, and completion
- Partner with local leaders on escalated customer concerns and complex ISS issues
Leadership, Coaching & Influence
- Act as a coach, resource, and trusted partner to local ISS and Operations teams
- Provide training and development to Field Project Managers, Regional Project Administrators and measure technicians, Branch Managers and other employees & subcontractors involved in the ISS process
- Influence performance through collaboration, expertise, data, and strong working relationships
- Create accountability while ensuring local teams have the knowledge, tools, processes, and support necessary to succeed
- Lead cross-functionally with Sales, Operations, Supply Chain, Customer Service, Safety, and other functions to improve the end-to-end ISS process
- Promote a culture of safety, quality, ownership, urgency, continuous improvement, and customer service
Qualifications- 5+ years of experience in residential construction, building products, or field operations
- Experience with window and/or siding installation strongly preferred
- Multi-location, regional, or field operations experience preferred
- Strong understanding of construction practices, field measurements, installation methods, and jobsite management
- Experience working with and managing the performance of third-party contractors
- Demonstrated ability to influence operational performance across multiple locations without relying solely on direct reporting relationships
- Strong problem-solving, root-cause analysis, and continuous-improvement skills
- Strong interpersonal skills with the ability to build credibility and effective working relationships with local leaders, field employees, contractors, and customers
- Excellent communication, coaching, and customer-service skills
- Comfortable using operational data and KPIs to identify opportunities and drive accountability
- Ability to travel regularly throughout the assigned group to visit locations, jobsites, employees, contractors, and customers
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