OPERATIONS MANAGER

Operations ManagerThe Operations Manager is a full-time team management, event management, and customer service position with an emphasis on field management. Responsibilities include recruiting, training, leading, and managing a team of Crew Leaders and Part-Time Installers, as well as daily management of all jobs, customers, and assets within the market.Under the supervision of the General Manager, the primary responsibilities include:Managing sets and strikes by satisfying client needsManaging, recruiting, training, and leading team of crew leaders and part-time installersManagement of all local assetsThe Operations Manager is responsible for all aspects of event management within the local market. While the Office Manager (in specific locations) is responsible for generating basic proposals, the Operations Manager must have the same ability and is ultimately responsible for ensuring the success of each and every show. Therefore, the Operations Manager will need to be aware of and verify the details of all events within the market. As necessary, the Operations Manager will take customer phone calls and respond to emails.Responsibilities include:Sending out proposals to prospective customers as well as confirm and schedule customer approved bookings.Ensure accurate scheduling for customer bookings within rental software.Clearly communicate with the customer about their needs prior to all events.Details to be discussed and confirmed include but are not limited to scope of work, accurate billing information, dates and times, and any labor or venue issues/limitations that may arise during the event.The Operations Manager is responsible for ensuring that every show is properly staffed, accurately prepared, and effectively executed. Management of the labor hours and schedule of the installation staff is essential, and proactively seeking the best possible employees for these positions is a must. The Operations Manager is responsible for managing the labor hours on a weekly basis and ensures that the labor used is in accordance with the budget limitations.It is our philosophy to treat each customer as our first priority. The operations staff must always be aware of any special needs the customer may have. The Operations Manager is responsible for all customer service issues that may arise at any Eventworks job within the market.The Operations Manager will lead their team by example. Some key responsibilities of the position are:Train each Crew Leader and Installer on all aspects of customer service and safety while instructing them on the best practices for each task.Crew Leader training includes:Understanding the products Eventworks offers and how to up-sell themHow to problem solve onsite challenges with creative solutionsHow to address and solve customer objectionsHow to lead and instruct a team of installersHow to use Eventworks products and equipment safelyHow to make proper judgment calls on unresolved and/or unexpected issuesMust have expert level knowledge of all aspects of the market.Encourage the team in their duties and show them how to improve or refine their abilities to ensure outstanding customer service.Communicate the aspects of teamwork, responsibility, and customer service that are vital to the success of the market and overall business.Communicate to the Crew Leaders and Installers the integral part they play in the success of both the market and the overall business.The Operations Manager must verify and ensure local asset management by keeping the employees accountable to their duty of providing the best products and services to the customer.Monitor and verify the quality of assets via personal inspections, feedback from the installation and warehouse teams, and customer feedback.Verify the maintenance and upkeep of the market vehicle fleet. Ensure that the fleet is safe, maintained, functional, DOT compliant and in good appearance.Arrange the use of rental trucks and equipment as necessary.