Clayton Homes FLG Regional Operations Specialist

The Regional Operations Specialist in the retail company will provide comprehensive training support for administrative operational activities.  This defines a wide range of activity but will generally fall into three main buckets: 1) Administration, 2) Service, and 3) CX/VOC.  In addition to these three buckets this position will be the lead trainer on systems that enable the operations of the business such as Vantage, CPM and HX. The Regional Operations Specialist (OPS) will report directly to the Director of Operational Excellence (DOX) with a strong dotted line to the Regional Vice President.

Regional Operations Specialist (OPS) Responsibilities:

• Assist RVP in the execution of strategic business initiatives and/or other strategic imperatives set forth by retail leadership that involve operational initiatives such as CPM, Vantage, VOC reports and HX Portal.
• An SME for the training team and launch and success team. Schedule and execute enterprise-wide training experiences in the areas of operations, service, and customer experience.
• In partnership with the Director of Operational Excellence (DOX) and the Administrator Mentors conduct and participate in administrative training (Office Manager functions) including Vantage, Inventory as it relates to the role.
• Participate in project management training (Project Coordinator functions).
• Based on meeting content, works with the Training Coordinator or Zone Coordinator to ensure all logistical, collateral, and material needs are ready to deliver a world-class learning experience to participants.
• When not delivering training, the Regional Operations Specialist will travel to home centers spending time coaching and remediating operation process training, remediating service process and customer experience training.
• Other:   Provide ad-hoc training based on new initiatives and tools and other unique needs specific to the region.  Provide training on new initiatives and tools related to the service tech role and customer experience or other unique needs specific to the region.
• Provide remedial and topical training around the Welcome Home process.
• Provide remedial and topical training around HX, My Home Service, and Dispatch.
• Will act as an extension of the Retail CX department as it relates to analyzing, interpreting, and actioning NPS and VOC reports and data.  This role will be the CX Champion for the region.
• Additional emphasis/ focus on “power pack” or underperforming home centers in their respective region.
• Play a role in facilitation and support at retail training events such as Operations and Service meetings, CX/ The Lens of the Customer.
• Home Center visits to provide overall support and motivation to the home center team.
• Assist with training needs analysis by providing the home office training team with ideas for training to fill gaps and assess current training programs to identify enhancements and change for specific operations roles i.e., Admin, Project Coordinators, and service.
• In partnership with the Director of Operational Excellence (DOX) and the Service Mentors, conduct and participate in Service Tech onboarding and other service-related training and development.

Activity to Avoid:

• Running a home center in the absence of a manager.
• Counseling a manager on performance and leadership issues.
• Note:  there may be unique circumstances where an OPS needs to help in one of these areas but should always be the exception to the rule.

Compensation:

• As a Regional Operations Specialist with Clayton Homes, you will receive an annual salary ranging from $75,000.00 - $110,000.00 depending on experience.

Qualifications for the Role:

• Related retail experience in home center operations and functions, service, and CX.
• Ability to communicate effectively.
• A high degree of emotional intelligence.
• Proficient in utilizing modern technology such as Zoom, Microsoft Office, Workday, Vantage, and other Clayton software systems.
• How to leverage and utilize virtual learning.
• Executive presence- ability to interact with team members with emotional intelligence, credibility, strength, and self-awareness.
• Ability to organize schedule and manage time so as to maximize effectiveness and efficiency in the role

• A Berkshire Hathaway Company – an integrity-based organization offerin