Operations Manager

At FASTSIGNS® of Grand Rapids, MI, we partner with our clients to create signage and graphics that are accurate and consistent with the brand that they have worked so hard to develop. Whether a client is bringing that brand to a new location, to a tradeshow, to a fleet of vehicles, or to showrooms around the world - FastSigns can consult, design, produce, and install based on your budget and timing.


The Operations Manager provides leadership and oversight for the Installation and Project Management teams at FASTSIGNS of Grand Rapids. This role ensures all installations are completed safely, efficiently, and to the highest quality standards while driving profitability and customer satisfaction.

Rather than a hands-on role helping with installs, the Operations Manager acts as a strategic organizer, facilitator, mentor, and problem solver. They are responsible for setting the installation team up for success, ensuring high first-time quality, along with leading project management to provide fast and seamless support to Sales. All of this is done through building seamless operational processes that provide a world class client experience. Additionally, this position drives long-term workforce development and department strategy to support overall

KEY RESPONSIBILITIES

Leadership & Strategy
• Strategic Vision: Develop and execute a strategic roadmap for the installation department to actively drive company growth.
• Team Leadership: Provide direct leadership, coaching, and mentorship to installers, crew leads, project managers, and subcontractors.
• Performance Management: Establish and manage department goals, Key Performance Indicators (KPIs), and performance standards that align with company objectives.
• Cross-Functional Collaboration: Partner closely with management and ownership to ensure cross-departmental alignment and operational efficiency.

Operations Management - Installation
• Scheduling & Logistics: Oversee and manage all installation scheduling, delivery coordination, and logistics planning for both in-house teams and subcontract installers.
• Vendor & Delivery Management: Coordinate freight, equipment rentals, installation material deliveries, and vendor logistics to ensure projects are completed on schedule, within budget, and with minimal disruption to installation activities.
• Process Standardization: Establish and maintain standardized installation processes, rigorous safety procedures, and quality assurance protocols.
• Workflow Optimization: Drive efficiency by improving workflows, adopting new tools/technology, and optimizing labor and material utilization.
• Labor Estimating & Quoting: Establish and maintain labor standards, installation time benchmarks, and quoting methodologies to ensure accurate labor forecasting, project profitability, and consistency in sales support.
• Safety & Compliance: Ensure strict compliance with OSHA, local regulations, and other applicable safety requirements; manage the vehicle fleet maintenance and repairs.
• Vendor & Subcontractor Management: Administer subcontractor agreements, verify certificates of insurance (COI), and negotiate rates to control costs while maintaining high quality.
• Facility Standards: Ensure the team maintains 5S methodologies and strict cleanliness standards both in the shop and in the field.

Operations Management - Project Management
• Team Oversight: Lead the Project Management team to ensure seamless delivery and dedicated support for the sales team.
• Permitting & Compliance: Oversee permitting compliance, utility marking coordination (including Miss Dig and similar services), and maintain up-to-date permitting and site-preparation reference materials.
• Site Readiness Coordination: Ensure all required site readiness activities are completed, including locating requests (Miss Dig), landlord approvals, and pre-installation compliance requirements.[2]
• Project Execution: Ensure consistent execution of critical project milestones, including pre-huddles and pre-install meetings.
• Project Estimating Support: Provide leadership and oversight for installation labor estimates, site condition assessments, and project time forecasting to support accurate quoting and scheduling.[3]
• Field Support: Support the team in conducting accurate on-site inspections and field surveys.
• Process Improvement: Drive continuous improvement into the project management lifecycle and enforce process compliance.
• Escalation Management: Serve as the secondary point of contact to resolve escalated customer issues efficiently.

Talent Development
• Workforce Planning: Recruit, onboard, and retain skilled installation staff to build a scalable, high-performing workforce.
• Career Pathways: Design clear career progression pathways for Installers and Project Managers to foster professional growth and long-term retention.
• Training Programs: Implement robust training programs focused on technical signage skills, safety protocols, and leadership development.
• Subcontractor Network: Continuously cultivate and expand a reliable base of high-quality subcontractors to support business scaling.

Client and Stakeholder Relations
• Account Management: Serve as the leadership escalation point for major projects and high-profile clients.
• Customer Experience: Exceed client expectations by maintaining uncompromising standards of professionalism, timeliness, and installation quality.
• Relationship Building: Build and maintain strong, lasting relationships with key customers, contractors, and community partners.

QUALIFICATIONS
• Experience: 4-8 years of experience in Operations Management (preferably in signage, construction, graphics, or a related industry), with at least 2-4 years specifically in a leadership/management role.
• Operational Expertise: Proven ability to successfully manage complex installation, production, or project management operations.
• Technical Knowledge: Deep understanding of construction installation methods, materials, tools, and safety standards (specific experience in the signage industry is highly preferred).
• Leadership Skills: Demonstrated success in leading, motivating, and developing diverse teams.
• Communication: Exceptional communication, problem-solving, and relationship-building skills.
• Education: Bachelor's degree in Business, Operations Management, or a related field preferred, or equivalent hands-on industry experience.

Fastsigns offers a competitive compensation plan including bonus opportunities. Benefits include medical, dental, vision, life insurance, paid time off, holiday pay and a 401(k) match.