Regional Service Operations Manager-Towson, MD, United States-Virtual

50%-75% travel

Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:  

The Regional Service Operations Manager is responsible for fostering a positive culture, driving sales, productivity, and maximizing profitability across the Product Service Centers within the assigned region. The ideal candidate will collaborate effectively with the internal teams, including the PSD Headquarters team and NA sales team, as well as external customers to ensure alignment with the company’s goals and core values. In addition, you will be responsible for:

Strategic Planning:

• Identify, analyze, and monitor issues affecting profitability, growth, quality, and productivity within the region.
• Develop and execute a strategic plan for all Service Operations and local market initiatives to drive the service value proposition with Distribution and the End User.

People Development & Management:

• Analyze performance metrics data to effectively coach and develop the Sales Support team.
• Collaborate with local Service Operations Managers and Field Service Coordinators in local markets.
• Oversee the recruitment, hiring, training, and development of associates, promoting creativity and motivation.
• Directly manage Service Operations Managers, Regional Hub Operations Managers, Market Managers, and Field Service Coordinators
• Drive goal setting and measurement for the Regional Service Market Team.

Operations Management:

• Stay informed about key processes, business initiatives, and internal resources to assist the sales team and recruitment in achieving company goals.
• Work with the Corporate PSD team to implement all Marketing, Operations Compliance, EHS, and other nationally mandated programs.
• Drive top-line sales profitably across all Business Segments (Parts, Repairs, Retail).
• Maintain a positive DEWALT brand image in the centers.
• Coordinate and support event marketing across the region.

Financial Acumen:

• Manage the operating budget across the region.
• Achieve P&L/Operational goals for multiple Service Centers across the region

Communication & Collaboration:

• Lead strategic partnerships with Sales and Field Marketing.
• Ensure coordination across resources within the Regional Market Manager (RMM) and team.
• Develop relationships with internal and external customers.
• Provide customer service support across the region.

The Person:  

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have: 

• Bachelor’s degree in business, marketing, or a related field.
• Minimum of 5 years of service management experience.
• Valid driver’s license with a clean driving record.
• Solid understanding and use of software and analytics to manipulate, analyze, and interpret data.
• Effective project management skills, strong interpersonal, verbal, and written communication skills.
• Excellent organizational skills with the ability to plan, organize, and carry out assignments with minimal direction.
• Ability to work under high pressure, self-directed with good business judgment and sound decision-making.
• Financial acumen to manage and grow both local and regional P&Ls.
• Advanced knowledge of key business measures—sales, gross margin, OI, etc.
• Proficiency in Microsoft Office Suite and SAP.
• Strong analytical skills and problem-solving ability.
• Willingness to travel between 50% - 75% to PA, NY, MA, IL, MN, CO, CA

The Details:

You’ll receive a competitive salary and a great benefits plan including:

• Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More:

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple ca