Operations Manager

Description

Who is Elite:

Elite Construction Solutions is a premier nationwide exterior contractor, dedicated to setting new industry standards through innovation, technology, and exceptional service. Our mission is to deliver unique and memorable experiences to all we encounter while elevating the benchmark for exterior construction and restoration.

Job Summary:

The Operations Manager is responsible for local operations execution and accountability, ensuring day-to-day operational success. This role oversees team coordination, workflow management, quality control, and customer service delivery while maintaining schedule adherence and optimal resource utilization. The Operations Manager drives revenue generation through strategic scheduling, manages all service and warranty operations, and serves as the primary point of contact for operational escalations. This position is critical to maintaining operational excellence and customer satisfaction at the local level. The Operations Manager’s mandate is to ensure that every customer experience is worthy of a 5-star review and that production operations are in line with the company’s standards for cost, quality, and procedure. 

General Responsibilities:

Local Operations Execution & Accountability 

• Manage day-to-day operational success and ensure all activities meet company standards 
• Maintain accountability for all local operational outcomes and performance metrics 
• Drive operational excellence through continuous improvement and process optimization 
• Identify and resolve operational bottlenecks to ensure smooth workflow 
• Report operational metrics and issues to General Manager 
• Coordinate with the company’s Shared Services and Construction Operations leaders to implement best practices for operations and to execute prioritized company initiatives 
• Accountable for local project delivery and execution from start to completion” 

Revenue Management & Strategic Scheduling 

• Accountable for achieving target revenue goals for the location 
• Develop and execute strategic scheduling plans to maximize revenue generation 
• Monitor revenue performance and adjust operational strategies to meet targets 
• Balance revenue objectives with quality service delivery and customer satisfaction 
• Schedule Management & Resource Utilization 
• Ensure local schedule adherence and timely completion of all assignments 
• Optimize resource utilization including crew assignments, equipment, and materials 
• Coordinate trade scheduling to maximize efficiency and minimize downtime 
• Monitor and adjust schedules as needed to meet operational demands 

Service & Warranty Operations 

• Oversee and manage all service calls for the location 
• Accountable for all warranty repair work and warranty claim processing 
• Ensure timely response and resolution of service requests 
• Manage after-hours emergency call coverage and response protocols 
• Respond to and resolve emergency situations outside of regular business hours 
• Track service and warranty metrics to identify trends and improvement opportunities 

Customer Escalation Management 

• Serve as primary point of contact for customer escalations and complex issues 
• Investigate and resolve customer complaints promptly and professionally 
• Implement corrective actions to prevent recurrence of issues 
• Maintain detailed documentation of escalations and resolutions 

Team Training & Development 

• Train new Field Customer Service Representatives on operational procedures and standards 
• Train new Repair Technicians on technical skills, safety protocols, and quality standards 
• Provide ongoing coaching and skills development for existing team members 
• Monitor on the job training and adjust programs to ensure competency 
• Manage and develop high performing teams 

Team Coordination & Workflow Management 

• Oversee operational team and coordinate daily work activities 
• Manage crew hiring processes and onboarding of new team members 
• Facilitate clear communication between team members and departments 
• Support team development initiatives and foster a positive work environment 

Crew Hiring & Relationship Management 

• Manage all crew hiring processes including recruitment, interviewing, and selection 
• Develop and maintain strong relationships with all crew members and contractors 
• Serve as primary point of contact for crew communication and issue resolution 
• Foster positive crew culture and maintain high levels of crew satisfaction and retention 
• Address crew co