Operations Manager

Primary Responsibilities

• Responsible for the effective and successful administration of job-site services with higher level of complexity including; pre-sale estimating, competitive pricing, maximized profit margin, quoting, order processing, reviewing employee time cards, service billing, and escalated collection issues.
• Responsible for driving backlog management; review available backlog and assign jobs to Project Managers.
• Responsible for monitoring expenses and ensuring costs are applied against appropriate job. Monitor variance from labor and material budget, ensure all returns/ repairs are completed accurately.
• Drive and manage underbilling to ensure timely billing of clients according to contract terms.
• Develop and maintain customer relationships and ensure client satisfaction. Regularly connect with customers to promote business, understand changes to client business, operating model or interests to ensure proactive solutions for client.
• Analyze customer feedback and monitor Key Performance Indicators (KPIs) to ensure contractual obligations are met and/or exceeded. Use feedback and KPI data to develop programs/processes to improve customer satisfaction.
• Resolve customer concerns in service delivery and proactively collaborate with other key stakeholders (such as sales or finance) to help develop or modify systems, products or processes to increase customer satisfaction and support team productivity.
• Forecast department requirements, expenditures, and develop annual budgets, including revenue generation and cost containment. Analyze actual versus budget and make appropriate adjustments when necessary.
• Analyze prospective service work, ensure high quality estimates resulting in renewals and the award of new agreements. Review job cost reports for pricing reasonableness and accuracy at time-of-service contract sale and renewal.
• Provide reports to senior management including, but not limited to, revenue forecasting, staff performance, data trends and recommendation to improve efficiency and cost.
• Drive and manage the overall safety program and safety response. Drive toolbox talks, training, ensure lift certifications obtained and current, ensure appropriate Personal Protective Equipment (PPE) is available, distributed and used.
• Oversee investigations of any safety incidents, provide necessary documentation, paperwork, and information. Partner with enterprise Safety Organization on existing programs / policies / process, implementation of new or changes to existing programs, policies, processes.
• Develop and implement operation strategies to improve service delivery through efficiency in coordinating technicians / field engineers and providing additional value to customers in a cost-effective manner. Oversee and manage project turnover from Operations to Service, ensure effective transition and client satisfaction, maximizing a positive experience for the customer.

Budgeting / Forecasting / Analysis

• Forecast department requirements, expenditures, and develop annual budgets, including revenue generation and cost containment.
• Analyze actual versus budget and make appropriate adjustments when necessary.
• Analyze prospective service work, ensure high quality estimates resulting in renewals and the award of new agreements.
• Review job cost reports for pricing reasonableness and accuracy at time-of-service contract sale and renewal.
• Provide reports to senior management including, but not limited to, revenue forecasting, staff performance, data trends and recommendation to improve efficiency and cost.

Safety

• Drive and manage the overall safety program and safety response. Drive toolbox talks, training, ensure lift certifications obtained and current, ensure appropriate Personal Protective Equipment (PPE) is available, distributed and used.
• Oversee investigations of any safety incidents, provide necessary documentation, paperwork, and information. Partner with enterprise Safety Organization on existing programs / policies / process, implementation of new or changes to existing programs, policies, processes.

Strategy

• Develop and implement operation strategies to improve service delivery through efficiency in coordinating technicians / field engineers and providing additional value to customers in a cost-effective manner.
• Oversee and manage project turnover from Operations to Service, ensure effective transition and client satisfaction, maximizing a positive experience for the customer.

General Management

• Supervise, assist, and coach personnel in accordance with policies, procedures, and service levels.
• Ensure technical competency, participation in industry training and certifications for relevant employees.
• Enforce dress code policies and fleet appearance.
• Ensure appropriate staffing levels to meet growth requirements and adequately support the customer base.
• Partner with Human Resources and Senior Leaders on career development and pathing for promising and interested employees.