Operations Manager

Summary

The Regional Operations Manager - West is responsible for day-to-day operational excellence and continuous improvement across the unified West region, ensuring safety, quality, customer service, and financial performance metrics are met. The role will work with the sales team, General Manager, schedulers, and others to establish and run effective operating rhythms. Additional duties include but are not limited to people leadership, P&L ownership, and short- and long-range planning to build a scalable operating model, promote revenue growth, and expand margins.

Primary Job Responsibilities

• Work with the Safety Manager to ensure safe work practices and compliance with applicable laws, regulations, and company policies and procedures. Own West-region safety performance and foster a positive safety culture.
• Foster a positive culture focused on eliminating rework and quality defects. Analyze workflows, identify root causes, and lead continuous improvement.
• Oversee and direct daily operations for the unified West region, including financial performance, operational personnel, workforce deployment, commercial activities, proposal support, project execution, and customer relationship management.
• Lead safe, on-time, and on-budget project execution while driving proactive work management. Establish operating rhythms and metrics for backlog, technician utilization, schedule effectiveness, invoice cycle time and quality, productivity, rework, and cost of quality.
• Support the General Manager in annual budgeting, forecasting, P&L review, variance analysis, corrective action planning, and long-range strategic planning.
• Build and lead an effective regional team. Set clear expectations, coach and develop employees, address performance issues and difficult conversations, and strengthen leadership depth.
• Lead schedulers and regional operating leaders to improve resource allocation and service responsiveness.
• Lead customer issue resolution and service recovery and identify opportunities to expand customer relationships and regional revenue.
• Evaluate regional facility, equipment, and technician-support needs and recommend solutions that balance customer coverage, employee support, compliance, and cost.
• Design processes and roles that can scale as the West region grows and adapt to future changes in regional structure, scheduler capacity, and operating technology.

Required Qualifications

• High school diploma, GED, or equivalent plus at least five years of relevant industry or field-service experience. Prior leadership experience is required. An associate or bachelor’s degree in a related field is preferred.
• Demonstrated ability to lead hands-on operations and people while managing business and financial performance, including P&L review, forecasting, variance analysis, and corrective action planning.
• Strong judgment, critical thinking, and problem-solving skills, with the ability to identify root causes, evaluate alternatives, and make sound decisions in a fast-moving field-service environment.
• Able to lead others, build trust, hold employees accountable, and communicate effectively across technicians, schedulers, customers, peers, and senior leaders.
• Extensive knowledge of business and management principles involving staffing, resource allocation, leadership, performance management, project coordination, coaching, process improvement, quality management, and decision making.
• Able to manage time effectively, prioritize competing demands, and work under pressure to meet multiple deadlines.
• Professional attitude demonstrating sound judgment and outstanding character in the workplace.
• Advanced written and oral communication skills and the ability to build effective working relationships with customers, employees, and peers.
• Proficiency with Microsoft Office programs and web-based business systems.