Operations Manager - Greater Seattle (Kent, WA)

Description

The Operations Manager owns all day-to-day branch operations, leading Parts, Service, and Rental to achieve performance, profitability, and customer-service targets. This role is the on-site people leader for the branch—responsible for staffing, coaching, workflow efficiency, facility upkeep, and creating a high-performance operations culture.

Key Responsibilities

Branch Operations Leadership

• Own overall branch performance across Parts, Service, and Rental—meeting targets for revenue, margin, productivity, and customer satisfaction.
• Lead Parts Managers, Mechanics, Service staff, Rental personnel, and all branch employees.
• Maintain consistent branch standards: clean, organized facilities; well-maintained equipment; safe and professional work environment.
• Monitor daily operations, identify bottlenecks, and drive corrective action quickly.
• Partner with General Managers, Executives, and Product Support teams to align on goals and execute operational plans.

Service Operations

• Directly manage Technicians, Service Managers/Leads, and Service Support personnel.
• Oversee scheduling, shop flow, field service coordination, and service quality.
• Review service performance and backlog reports monthly; develop and execute improvement plans with the GM and Parts Manager.
• Manage service pricing, warranties, and customer service escalations.
• Visit key customers as needed to maintain relationships and resolve service issues.

Parts Operations

• Lead Parts Managers and Parts staff to hit daily fill-rate, counter performance, call activity, and inventory accuracy goals.
• Review CRM activity and monthly performance reporting; create action plans for any shortfalls.
• Ensure proper stock levels, cycle counts, and vendor communication.

Rental Operations

• Oversee all Rental activities including fleet availability, fleet condition, utilization, and rental process workflow.
• Review performance reports monthly with the GM; drive initiatives to strengthen fleet health and rental profitability.
• Ensure proper check-in/check-out procedures, equipment cleanliness, and timely service of rental units.

People Leadership

• Serve as the primary leader for all branch employees—coaching, developing, and holding teams accountable.
• Conduct annual performance reviews for Parts, Service, and Rental personnel.
• Partner with HR on recruiting, onboarding, documentation, and corrective actions when needed.
• Build a culture of ownership, teamwork, and customer focus.

Safety & Compliance

• Enforce all safety protocols; work with the Safety Director and GMs to prevent incidents.
• Lead or support branch safety meetings.
• Ensure incidents are documented, reported, and followed up with training or discipline.
• Maintain compliance with corporate procedures, HR requirements, and environmental initiatives (zero waste, solar programs, etc.).

Training & Technology

• Ensure all employees complete required training and certifications.
• Drive adoption and correct usage of CRM, service logistics tools, and payroll/HR systems.
• Identify skill gaps and coordinate additional training with the Training Director.
• Support development of training materials and annual meeting content for operational staff.

Communication & Coordination

• Provide timely updates to GMs, Executives, and Corporate on branch performance issues, customer escalations, and operational needs.
• Ensure clear communication across departments and consistent alignment with company expectations.
• Maintain strong external communication with vendors, suppliers, and customers.

Facility & Branch Maintenance

• Ensure the branch is clean, safe, organized, and operationally efficient at all times.
• Oversee basic facility upkeep, repair coordination, yard condition, signage, and equipment staging standards.

Additional Duties

• Perform other tasks or special projects as assigned by leadership.

What we offer

• Competitive pay.
• Comprehensive benefits.
• Multiple health plans including one plan with 100% employer paid premiums.
• Generous 401K matching.
• 100% Employer paid short and long term disability.
• Industry-leading time off plan with new employees earning 3 weeks of PTO per year and eligible for up to 5 additional sick days.
• A family owned and operated business that prioritizes the n