Regional Operations Manager

About the role

This position is responsible for the management of workrooms through Installation Service Managers (ISM) across Richmond, Chantilly, Roanoke, Waynesboro, and Lynchburg. As the first-line supervisor, you will provide overall direction to staff, manage workload, analyze data metrics, and implement procedures to improve interactions with internal and external contacts.

Responsibilities

• Maintain workflow by monitoring daily job installations, sub-contractor issues, and factors affecting installation performance.
• Observe employee and workroom performance data; set installation performance standards and recommend process improvements.
• Implement process changes, develop reporting procedures, and facilitate corrections to inefficiencies.
• Assess workroom supervisors by adjusting workload, assigning personnel, setting priorities, and monitoring progress.
• Monitor efficiency of service by auditing calls, complaints, installation timelines, and subcontractor recruitment.
• Maintain quality service by establishing and enforcing organizational standards.
• Compile and analyze performance metrics, including installation costs, chargebacks, handyman charges, and customer gifts.
• Resolve personnel and performance problems by investigating issues and recommending solutions.
• Oversee hiring, onboarding, and service requests of installers.
• Handle escalated issues unresolved at the workroom or Regional Service Manager level.
• Develop staff through training and personal growth initiatives.
• Ensure coverage or work in the workroom when an ISM is absent or workload exceeds capacity.
• Perform other duties as assigned.

Requirements

• 2–4 years of installation experience with a bachelor’s degree; or equivalent combination of education and experience.
• Analytical and reasoning skills to compile and analyze data for process improvements.
• Proficiency in spreadsheets, email, databases, and video/audio communication tools.
• Ability to read, comprehend, and write complex instructions, correspondence, and documents.
• Basic algebraic and mathematical skills for calculations.
• Valid driver’s license, personal car insurance, and ability to drive.
• Excellent communication, presentation, persuasion, and negotiation skills.
• Ability to remain calm and courteous under pressure.
• Vision capabilities to view documents, screens, and handwritten materials.
• Experience managing or supervising multi-location teams remotely.

Physical Demands

• Regularly required to sit, reach with hands and arms, talk, and hear.
• Frequent use of hands to finger, handle, or feel objects.
• Ability to lift and carry up to 25 lbs (e.g., laptop or monitor).
• Specific vision abilities: close, distance, peripheral, and ability to adjust focus.
• Required to drive a vehicle.
• Travel up to 75%.

Work Environment

• Primarily indoor, heated, and cooled office space.
• May also work remotely from home.
• Noise level is usually quiet.

Employment is at-will; either party may terminate the employment relationship at any time, with or without cause or notice, so long as no applicable federal or state law is violated.