Operations Manager - Auto Glass Replacement

Purpose:

The Service Delivery Manager is responsible for leading all day-to-day warehouse and delivery operations to ensure our Customer Value Proposition is consistently achieved: providing the right glass, safely delivered without fail, on time, and in perfect condition. This role serves as the operational backbone of the location, ensuring that every process, team member, and resource is aligned to deliver exceptional service quality and reliability.

The Service Delivery Manager champions a safety-first culture, ensuring every employee follows established safety protocols, glass-handling procedures, and warehouse operational standards. This includes proactive safety leadership, continuous skills development, and strict adherence to all compliance requirements to create a workplace where employees can perform at their best without risk.

A core responsibility of the role is to manage the warehouse from a Prime Cost performance perspective, with a strong focus on labor efficiency, productivity, and operational excellence. This includes optimizing labor deployment, maintaining high-quality glass-handling competencies, and ensuring the physical warehouse layout—including bin locations, inventory flow, and staging processes—is designed for maximum efficiency and minimal waste.

The Service Delivery Manager is also accountable for driving flawless execution of our 48 Critical Success Processes, ensuring that all critical daily, weekly, and monthly operational routines are completed consistently and to standard. This discipline is essential to sustaining reliable service, predictable performance, and continuous improvement across the operation.

Essential Functions:

• Re-enforce a safety-first mindset and ensure regulatory compliance. Drive initiatives and a culture that delivers service quality, Employee engagement, Sales, and Managing Operation profit.
• Continuously engage with customers to understand the needs of the Customer and develop and execute the value proposition.
• Manage to meet or exceed Service Center service targets by optimizing efficiency to manage costs.

Ensure complete adherence to organization process including, but not limited to:

• Receiving deliveries from the Distribution Centers or directly from manufacturing sites.
• Stocking Deliveries.
• Pulling / Processing customer orders for pickup.
• Pulling / Processing customer orders for delivery.
• Ensuring on time route departures.
• Processing customer returns.
• Cycle inventory counting.
• Focus on the retention and development of Employees.
• Maintain staffing requirements, hire, and train new staff in line with the annually approved operating plan or agreed exceptions to this plan.
• Monitor staff performance, oversee employee goal and objective setting. Conduct mid-year and year end performance reviews. Assist staff in overcoming obstacles to accomplishment of work objectives.
• Ensure current business processes are delivered in line with the Japan Sarbanes Oxley (“JSOX”) and Quality Management system (“QMS”) and propose changes for improvement to Line Manager.
• Ensure inventory is managed in line with Business and JSOX procedures and guidelines.
• Participate in periodic performance reviews and be prepared to provide variance analysis for their Service Center as well as gap closure responses relating to operational and financial measures.
• Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles.
• Other duties as assigned by Manager.

Scope/Dimensions

• Responsible for oversight of the Fairfax location with 10 hourly employees.
• Regular interactions with market / region / Senior Leadership Team to ensure Service, Quality, and Costs are in line with market expectations.
• Demonstrate control and accuracy with all aspects of inventory and asset management.

Competencies Needed for Success in the Role:

• Excellent Communicator.
• Clarity: Conveys information in a direct, simple, and easy-to-understand manner.
• Active Listening: Fully listens, seeks to understand, and responds thoughtfully.
• Audience Awareness: Messages to the needs, knowledge, and context of the team.
• Conciseness: Communicates the essential points without unnecessary detail.
• Empathy: Demonstrates understanding of others’ perspectives and emotions.
• Confidence: Speaks with assurance while remaining open to input.
• Consistency: Delivers aligned messages across channels and avoids mixed signals.
• Responsiveness: Provides timely follow-up, feedback, and clarification.
• Nonverbal Awareness: Uses tone, body language, and pacing effectively.
• Constructive Feedback: Delivers coaching / corrective messaging respectfully.
• Questioning Skills: Asks the right questions to uncover issues, clarify meaning.
• Conflict Management: Navigates tough conversations calmly and productively.
• Influential – simply conveys information and ideas to others, builds report and makes a positive and credible impact.
• Passion for Excellence – takes personal responsibility and ownership for achieving results and objectives.
• Innovation and Change – open to change and actively interested in new developments, technology, and emerging market trends.

Qualifications Required:

• Extensive Distribution/Logistics experience and knowledge.
• Strong leadership, interpersonal, verbal, and written communication skills required.
• Required proficiency with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, and Internet Explorer).
• Strong focus on Customer service while meeting Operational objectives.
• Familiarity with computer-based inventory control systems (SAP).
• Proficiency in the English language (verbal and written)
• Proactive, innovative problem-solving skills.
• High energy, self-starting individual with ability to balance multiple priorities simultaneously.
• BS/BA degree and 5+ years supervisory experience or 10+ years’ supervisory experience without degree
• Demonstrated Leadership skillset in a distribution/service environment with a diverse team.
• Demonstrated ability to develop a cohesive team of personnel with a focus on personnel development and performance improvement.
• Demonstrated ability to manage local and remote personnel.
• Strong project management and organizational skills.
• Strong facility safety awareness and management.
• Strong knowledge of MHE safety and operation.

Qualifications Desired:

• Glass industry experience.
• SAP or similar experience

Other Requirements:

• Must Have valid driver’s license.
• Must have and maintain acceptable MVR (Motor vehicle report) as defined by safety requirements.

Salary Range: $72-78k

We offer an excellent compensation and benefits package, which includes 401k, medical, dental, vision, life insurance, company paid holidays, paid vacations, and education assistance.

The Salary Range posted represents Pilkington North America’s good faith and reasonable estimate of the possible compensation at the time of the posting. Individual pay will vary based on demonstrated job related skills, knowledge, experience, education, etc.

NSG Group/Pilkington is an equal opportunity employer; M/F/D/V encouraged to apply. Qualified candidates will receive consideration without regard to age, race, color, religion, gender, sexual orientation, disability, or national origin. Applicants have the option to confidentially self-identify or not self-identify when applying.

Equal Opportunity Employer


This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.