Operations Manager

Description

Overview: The Operations Manager will directly support the organization by managing the Virtual Measure IPMs,  Field IPMs, Assistant Managers and In-House Service Technicians/Installers. This position will assist the Install Schedulers and inside Service Team with efficient capacity management and feedback. The purpose is to create a good balance of installs and service visits for this group. This position will also collaborate with all operations teams in order to resolve customer issues quickly.

RESPONSIBILITIES:

• Provide a proper balance of service and installs with our In-House Crew capacity.
• Work with the Service Manager to create a good balance between services and small unit installation projects.
• Make decisions, in conjunction with the Chief Operating Officer, regarding the strategic direction for Virtual Measures (VM).
• Ensure the VM process is successful by monitoring errors and providing proper feedback as needed.
• Work to match the VM schedule with the Sales schedule as close as possible.
• Establish, communicate and follow-up on departmental processes and procedures.
• Create efficiency within the department through strong capacity management, process improvement and root cause analysis.
• Communicate effectively with cross-functional departments to improve our customer experience, paying specific attention to the Order Team, Signature Service, Scheduling and Service. Reduce errors and drive a root-cause / process improvement culture.
• Monitor department standards and implement plans to improve departmental productivity and service. This includes regular ride alongs with front line employees to stay connected with the needs of the business.
• Assist the Installation Managers, as needed, in handling problem measures / installs while facilitating good teamwork between Virtual IPMs, Field IPMs, and Installation personnel.
• Work with the Order Team to ensure jobs keep moving. Identify solutions for errors or technical problems.
• Work with the Install Schedule Team to drive the best use of capacity, while adhering to Installer Rankings. Strong and deliberate communication with the Central Installation Managers is a must.
• Keep department KPIs in front of employees regularly, acting on underperforming KPIs and employees that need assistance.
• Must be able to use performance management techniques for departmental and employee