Operations Manager - Technician Scheduling

Description Who You Are: You are a seasoned operations leader with a proven track record of managing customer service and/or scheduling teams at scale. You have established leadership experience, drive performance, and bring structure, accountability, and consistency to a high-volume installation coordination function. You have successfully led teams supporting remote field operations and thrive in fast-paced, service-driven environments. Who We Are: Established in 1989 Kings III is a growing, dynamic company. We’re a six-time winner of DFW Top Workplaces and nationally as a USA Today Top Workplace in 2020-2025. We’re on a mission for change – for our communities, our customers, and our company. If you see yourself as a builder and change agent, this is the right place for you. More than 12% of our employees have been with the company for 10+ years, and an impressive 25% have been with us 5+ years. How do we do it? Here’s what our employees say. We seek out creative employees who love opportunities for continuous learning and growth. We value innovation in not just our products, but the way we work, sell, and grow every day. We celebrate change and are always looking for ways to do things better! What You’ll Do: Lead, coach, and develop a team of Installation Coordinators, setting a high bar for performance and accountability. Establish clear expectations, KPIs, and performance standards aligned with business objectives. Provide ongoing coaching, feedback, and performance management to drive consistency and results. Identify skill gaps and partner with leadership to implement targeted training and development plans. Foster a collaborative, results-driven team culture focused on continuous improvement. Oversee scheduling and coordination of installations and service work across assigned territories. Ensure optimal allocation of labor resources, balancing workloads, capacity, and cost efficiency. Monitor installation pipelines, backlogs, and service levels; proactively mitigate risks and constraints. Review technician schedules and territory coverage to maximize utilization and service quality. Step in to resolve complex scheduling challenges and escalated operational issues. Own forecasting and capacity planning for installation volume, labor needs, and service demand. Analyze daily, weekly, and monthly performance metrics to identify trends and improvement opportunities. Ensure accurate tracking and follow-through on all installation and service-related activities. Leverage data to drive operational efficiencies and continuous process improvements. Act as a key liaison between Installation Coordinators, Field Service Managers, technicians, Sales, Customer Experience, and customers. Manage customer escalations, ensuring timely and effective resolution. Build strong partnerships across teams to align priorities and ensure seamless execution. Ensure adherence to company core values, policies, procedures, and regulatory requirements. Drive standardization of processes, documentation, and best practices across the team. Maintain service level expectations, including phone coverage and responsiveness standards. What You’ll Bring: Demonstrated success leading customer service, scheduling, or operations teams at scale, with the ability to quickly establish credibility and drive results. 3+ years of experience in scheduling, coordination, or operational support roles involving remote field personnel. 5+ years of people leadership experience, with a strong track record of coaching and performance management. High school diploma or equivalent. Experience managing teams supporting installation, service coordination, or field operations. Strong expertise in resource planning, workforce scheduling, and capacity management in dynamic environments. Proficiency with Microsoft Office and scheduling/workforce management tools. Experience in alarm, elevator, HVAC/mechanical, low-voltage, or emergency phone industries preferred. Proven ability to handle customer escalations and navigate cross-functional coordination. Strong leadership presence with the ability to influence and motivate teams. Excellent organizational and prioritization skills. Proactive problem-solver with a continuous improvement mindset. Effective project management and ability to manage competing priorities. Customer-focused with strong conflict resolution skills. High attention to detail and strong follow-through. Clear, confident communicator capable of aligning diverse stakeholders. What We Do: Our mission is simple - We provide critical communications services to help people in distress. Our Core Values are even simpler: 1. Honesty & Integrity 2. Service to the customer above all else 3. Do what is right 4. Good enough is not good enough: pursue excellence 5. Encourage individual initiative and growth By living and breathing our mission and Core Values every day in everything we do, Kings III is creating opportunities for individuals and reducing risk, liabilities, and costs for businesses every day. Our primary client base includes commercial and multi-family real estate owners and property managers, and the most common areas we install our emergency phones are in elevators and at pool sides. We design, build, sell, install, service, and monitor those phones. Our Emergency Dispatch Center (EDC) provides 24/7/365 service to help dispatch local emergency services to people in distress. It’s that simple; our employees help save lives every day. What’s in it for you: Medical insurance with 1 HSA and 2 PPO plan options Flex Spending Account (FSA)/Dependent Care FSA Dental, vision, life, short- and long-term disability insurance Critical illness and hospital indemnity plans 401k with company contribution Employee Assistance Program (EAP) Company paid telemedicine 24/7 access Wellness Program Employee discount program 8 paid holidays, plus 1 floating holiday 15 days of PTO accrued in year 1 Generous referral bonus program Work life balance (a must!) Team building, attendance at our annual kickoff each January, and other fun events Relaxed professional dress code Kings III is an Equal Opportunity Employer and committed to maintaining a drug‑free workplace. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class. #J-18808-Ljbffr