Regional Operations Manager

Job Description

Job Description

Description:

About Service Pros Installation Group:

Service Pros Installation Group is a family-owned flooring business headquartered in Charlotte, North Carolina working as an exclusive provider of flooring installation services for Lowe's Home Improvement. With workrooms across the Southeast, Northeast, and Midwest, we are committed to ensuring all our employees, customers, and contractors are positively impacted by utilizing our resources to provide stewardship, put our people first, ensure companywide integrity, and continue to grow and improve every day.

Summary

This position is responsible for the management of workrooms through Installation Service Managers (ISM). Will provide overall direction to staff. As the first-line supervisor, duties will include managing workload, analyzing data metrics, and identifying, developing, and implementing procedures to improve our interactions with internal and external contacts.

FLSA Status : Exempt

Essential Duties and Responsibilities:

1. Maintain workflow by monitoring daily job installations, sub-contractor issues, and issues affecting installation; observe employee performance and workroom performance data; monitor personnel and resources; set installation performance standards and recommend changes to improve efficiency and decreases in subcontractor issues/repairs and non-performance; implement process changes; develop reporting procedures and systems; facilitate changes to correct inefficiencies within processes; initiate and foster a spirit of cooperation within the company.
2. Assess workroom supervisors by adjusting workload and/or assigning personnel; set work result standards; establish priorities; monitor progress; revising schedules; resolving problems; report results of the process flow on performance production summaries.
3. Monitor efficiency of service by auditing calls, complaints, time to install data, busted jobs, recruitment of subcontractors.
4. Maintain quality service by establishing and enforcing organization standards.
5. Provide performance metrics by compiling, initiating, sorting, and analyzing staff performance records, installation cost including chargebacks, handyman charges, pricing, gifts to customers, etc. – costs which are being made at the workroom level to get the job done; answering questions and responding to requests.
6. Resolve personnel and performance problems by analyzing data; investigating issues; identifying solutions; recommending action.
7. Monitor the hiring, onboarding, and service requests of installers.
8. Handle escalated issues that cannot be resolved at the workroom or Regional Service Manager level.
9. Develop staff by training employees; developing personal growth.
10. Either ensure coverage or work in the workroom when an ISM is not present or when workload exceeds personnel capacity.
11. Performs other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

1. Education and/or Experience 2 - 4 years installation experience with a bachelor’s degree; or equivalent combination of education and experience.
2. Analytical and Reasoning Skills - Experience compiling and analyzing data to improve process efficiencies.
3. Computer Skills -Good working knowledge of spreadsheets, email, database, and video and audio communication.
4. Language Skills – Ability to read and comprehend moderately to complex instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
5. Mathematical Skills – Ability to add, subtract, multiply, and divide for basic algebraic and calculations.
6. Ability to drive and maintain a driver’s license with personal car insurance.
7. Communication Skills –- Displays excellent communication skills, including presentation, persuasion, and negotiation skills required in working with customers, co-workers, and subordinates, includes the ability to communicate effectively and remain calm and courteous under pressure.
8. Vision – Ability to view documents, multiple screens, and read handwritten documents.
9. Leadership – Experience managing/supervising multi-locations/teams remotely.

Employment-At-Will

Employment is voluntarily entered into, and employees are free to resign at will at any time, with or without cause. Similarly, the company may terminate the employment relationship at will at any time, with or without notice or cause, so long as there is no violation of applicable federal or state law.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms; and talk and hear. The employee is frequently required to use hands to finger, handle, or feel. The employee must be able to lift and carry 25 lbs. (i.e., laptop or monitor) to move it as needed. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus. Will be required to drive a vehicle. Travel up to 75%.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. The work environment generally consists of indoor heated and cooled office space. This position may also work remotely from home.