Operations Manager

Job Description

Job Description

Job Title: Operations Manager

Location: Palm Desert, CA

Position Summary Position Summary

The Operations Manager is responsible for overseeing the day-to-day operations of our commercial access solutions business, including service, installation, project execution, scheduling, field productivity, and customer satisfaction. This position provides hands-on leadership to field technicians and operational support teams while ensuring projects and service work are completed safely, efficiently, on schedule, and within budget.

The ideal candidate is a strong operational leader with experience managing field service or construction-related teams. Experience within commercial doors, gates, access control, automatic doors, loading dock equipment, or a related specialty trade is highly preferred.

Key ResponsibilitiesOperations & Field Leadership

• Manage daily service, installation, and project operations.
• Lead, coach, and develop service technicians, installers, and other operational personnel.
• Coordinate manpower, equipment, vehicles, and materials to maximize field productivity.
• Monitor technician schedules, workloads, utilization, and job completion.
• Ensure technicians have the necessary materials, equipment, information, and support to complete jobs successfully.
• Establish clear expectations for quality, productivity, professionalism, and customer service.
• Conduct regular operational meetings and communicate priorities to the team.

Service & Installation Management

• Oversee service calls, preventative maintenance, installations, and larger project work.
• Monitor open work orders and projects to ensure timely completion.
• Work closely with dispatch, service coordinators, project managers, sales, and estimating teams.
• Review job scope, labor requirements, material needs, and scheduling prior to mobilization.
• Address job-site challenges, change orders, scheduling conflicts, and customer concerns.
• Ensure completed work is properly documented, closed out, and ready for billing.

Financial & Performance Management

• Manage operations with a focus on revenue, gross margin, EBITDA, and overall profitability.
• Monitor labor productivity, overtime, material usage, callbacks, and job costs.
• Review operational KPIs and identify opportunities to improve efficiency and profitability.
• Partner with sales and estimating teams to ensure projects are appropriately scoped and operationally achievable.
• Identify opportunities to reduce costs without compromising safety, quality, or customer service.
• Support annual budgeting, forecasting, and operational planning.

Customer Service

• Maintain strong relationships with key customers and respond quickly to escalated service issues.
• Ensure customers receive timely communication regarding scheduling, project status, and service needs.
• Work with the team to resolve customer concerns and minimize callbacks.
• Promote a customer-first culture throughout the operations organization.

Safety & Compliance

• Promote and enforce company safety policies and procedures.
• Ensure technicians follow OSHA requirements, manufacturer guidelines, and applicable codes.
• Conduct or coordinate safety meetings, training, and job-site inspections.
• Ensure company vehicles, tools, and equipment are properly maintained and used responsibly.
• Maintain appropriate operational documentation and compliance records.

Team Development

• Participate in recruiting, interviewing, hiring, and onboarding operational employees.
• Provide ongoing coaching, training, and performance feedback.
• Identify training and certification needs for technicians.
• Conduct performance reviews and address performance or attendance issues as necessary.
• Build a culture of accountability, teamwork, safety, and continuous improvement.

Qualifications

• 5+ years of operations, field service, construction, or specialty-trade experience preferred.
• 3+ years of supervisory or management experience leading field employees.
• Experience within  commercial doors, overhead doors, automatic doors, gates, access control, loading docks, parking systems, low-voltage/security, or related commercial services strongly preferred.
• Strong understanding of scheduling, dispatching, field productivity, project execution, and job costing.
• Experience managing operational KPIs, budgets, gross margins, and labor performance.
• Strong leadership and people-management skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Strong problem-solving and decision-making abilities.
• Excellent written and verbal communication skills.
• Comfortable working with field service, CRM, ERP, and scheduling platforms;  ServiceTitan experience is a plus.
• Valid driver's license and ability to travel to customer and job sites as needed.

Key Performance Indicators

Success in this position may be measured through:

• Revenue and EBITDA performance
• Gross margin performance
• Technician productivity and utilization
• Labor efficiency and overtime management
• Service response and completion times
• Installation and project performance
• Callback and warranty rates
• Customer satisfaction
• Safety performance
• Employee retention and development
• Accuracy and timeliness of job closeout and billing readiness