Operations Manager

About the Role

The Operations Manager directs and oversees the installation, service, and ongoing support processes of the direct customer base while meeting or exceeding established regional and corporate financial and customer satisfaction goals. This role is responsible for leading a group of highly proficient and motivated technical and support personnel.

Responsibilities

• Provides leadership for the Field Service Operations Group, including Service, Installation, AMC, and System Implementation Groups.
• Meets or exceeds financial and customer satisfaction goals through successful management of customer satisfaction; acts as the escalation point for customer, technical, and support-related issues.
• Forecasts necessary resources, including manpower, capital expenditures, and inventory, through detailed department business plans.
• Analyzes and audits financial documents, such as revenue and margin reports, billing and invoicing, and accounts receivables, to ensure profitability.
• Interfaces with Sales and Systems Engineering departments to provide support, pricing, configuration, labor, and equipment requirements.
• Identifies, selects, monitors, and approves payment of subcontractors for installation or repair services.
• Manages personnel issues, including hiring, disciplinary actions, terminations, and performs annual reviews for all direct reports.

Requirements

• College degree or four to eight years of relevant experience and/or training.
• Exceptional organizational skills and strong written and verbal communication skills.
• Ability to develop and lead project teams.
• Advanced knowledge of telecommunications solutions, including VoIP telephony.
• Excellent PC skills, a positive attitude, and a strong desire to join a successful team.

Additional Skills

• Project management background is an asset.
• Technical certifications (if applicable).

Benefits

• Affordable Medical, Dental, Vision, Life, and Disability Insurance.
• Matching 401(k) plan.
• Paid time off (holidays, vacation, and sick leave).
• Employee Assistance Program.
• Reward and Recognition Programs.

Benefits may vary based on full-time or part-time employee status.