Operations Manager

Job Description

Job Description

Job Description

The Operations Manager plays a critical role in supporting the service center with the day-to-day operations. This role ensures that the facility meets high standards of service, compliance, and profitability, while delivering exceptional customer service to both internal and external clients. The successful candidate will help oversee personnel, operations, quality control, and customer satisfaction, maintaining alignment with the company’s 5 Core Values : Safety, Service, People, Profits, and Innovation.

Job Description

The Operations Manager plays a critical role in supporting the service center with the day-to-day operations. This role ensures that the facility meets high standards of service, compliance, and profitability, while delivering exceptional customer service to both internal and external clients. The successful candidate will help oversee personnel, operations, quality control, and customer satisfaction, maintaining alignment with the company’s 5 Core Values : Safety, Service, People, Profits, and Innovation.

Roles and Responsibilities

• Supervise staff in relation to an efficient operation of the Service Center.

• Ensure the Service Center has the appropriate number of drivers/movers and maintain the proper driver/mover ratios within the guidelines established.

• Work with Headquarters on all “Red Alerts/Missing Items” that require immediate action to make sure they have responded and reach a resolution for the customer.

• Monitor and evaluates payroll to ensure that Service Center is within Payroll Budget.

• Daily review work schedule for proper staffing and plan for the entire week.

• Ensures the drivers are completing proper pre/post-trip inspections daily

• Ensure vehicles are serviced and well maintained with the Fleet Dept.

• Train and direct quality standards, accurate storage and moving shipments of the customers in order to minimizing claims and efficiency of the moves.

• Develop, implement, and review all ISO standards to ensure the service center is compliant with ISO standards to deliver the same service and procedures to the customer.

• Monitors claim to determine training needs of individual crews.

• Ensure that the Service Centers have the proper equipment needed to reduce rentals and work efficiently.

• Assist with preparation and delivers of an objective performance evaluation to Drivers/Movers and/or Service Center staff.

• Perform site visits to ensure jobs are properly handled.

• Assist crew lead with issues occurring on the job site.

• Interacts regularly with senior leaders and/or corporate department heads to ensure that New World’s service center and operational priorities are aligned with strategic priorities.

• Operate CMV, if qualified, when needed

• Occasional travel when needed.

• Perform other duties as assigned.

Minimum Qualifications

• Five (5) years in HHG industry and operating in a Service Center/Warehouse

• Excellent customer service and communication skills

• Must have a full understanding on how the financial statements impact the Service Center ability to be profitable

• Good computer skills with Microsoft products

• CDL A or CDL B preferred

• The ability to recruit, train, motivate, and discipline Drivers and Movers

• Valid Driver’s License with a clean driving record (Class C preferred)

• Strong sense of urgency, attention to detail , and ability to multitask

• Proficient in Microsoft Office Suite (Excel, Outlook, Word)

• Demonstrated customer service and communication skills

• Excellent organizational and supervisory capabilities

Physical Requirements

· Operate a computer and other office machinery for extended period of time.

· Move about the office to access office machinery, cabinets, etc.

· Assist with packing/unpacking, loading/unloading of HHG

· Be able to lift up to 50 lbs.

· Communicates frequently over the phone.

· CDL A, or CDL B qualified, must be able to maintain license and operator CMV safely

· Supervisor jobs which may require viewing of work at the service center or customer’s home.