Service Order Operations Manager

Service Order Operations Manager

PRIDE Industries is a fast-paced company with a mission: To Create Jobs for People with Disabilities while providing high quality, value-added solutions to our nationwide customers. We are currently recruiting to fill the following position:

Job: Service Order Operations Manager

Job Code: H12 - PR-Service Order Ops Mgr

HR Title Group: Federal Contracts (Facilities)

Salary Grade: E13

FLSA Status: Exempt

Approval Date: February 2025

SUPERVISES: There are direct reports with this position.

POSITION SUMMARY: Under minimal supervision, the Service Order Operations Manager oversees the life cycle of service orders in PRIDE and federal systems and is the representative of PRIDE to federal officials and customers outside the organization. Employees in this job class require a high level of accuracy and knowledge of compliance to Tririga and CBA requirements. This job class requires strong organizational and administrative capabilities, proficient computer skills, excellent interpersonal, public speaking and speech writing skills.

TYPICAL DUTIES:

• Manage the overall service order desk system for PRIDE and the federal customer.
• Create, establish and oversee guidelines for policy formulation within an environment of changing requirements. Communicate changes to management and staff verbally or in various written format (workflow charts, SOP, training guides etc.).
• Supervises employees; ensures a competent, motivated team through hiring, training, development, counseling and reviewing the performance of employees.
• Provide forecast analysis on cost, staff and resources needed when modifications to contract are needed to implement changes.
• Establish and maintain interpersonal professional relationships. Develop constructive and cooperative working communication with all internal and external customers.
• Provide solutions to highly complex customer requests and challenges resulting in a win/win scenario for the customer and PRIDE.
• Coordinate work duties, delegate and reassign tasks to ensure project completion as staff or workload changes.
• Evaluate data and measure productivity, goal achievement and contract compliance. Provide weekly and monthly reporting to management. Provide quarterly reports to COR and housing officials.
• Reconcile monthly activities and generate year end reports.
• Perform other tasks and special projects as assigned.

* Denotes Essential Job Function

MINIMUM QUALIFICATIONS: • Five or more years of experience working in a service order department including three or more years in a supervisory capacity; • Advanced knowledge of contract management and government record keeping systems and procedures; • Supervisory skills to hire qualified employees, provide for their professional development, administer performance management and disciplinary processes effectively, and address employee relations appropriately;• Ability to effectively supervise and develop assigned team to meet production/service goals while adhering to safety policies and rules;• Ability to communicate effectively both orally and in writing; to make presentations and respond to inquiries by senior management, customers and/or employees;• Demonstrated leadership, organizational, reasoning, problem solving and analytical skills;• Exceptional customer service skills;• Human relation skills to build effective relationships with team, customers and public;• Advanced computer literacy including knowledge of word processing, spreadsheet, database and presentation software;• Knowledge of business English including vocabulary, spelling, and correct grammatical usage and punctuation;• Mathematical skills to include the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations;• Ability to establish priorities and solve a wide range of business, operational and strategic management problems; • Flexibility to respond to changing work priorities and handle numerous projects at the same time.

EDUCATION REQUIREMENTS:

Bachelors in Business Administration or related field

A comparable combination of formal education and work experience will be considered.

CERTIFICATES OR LICENSES REQUIRED:

The following licenses or certificates may be required depending on local, state and/or contract requirements:

Fed Security Clearance

PHYSICAL REQUIREMENTS:

Employees must have the ability to perform the following physical demands for extended periods of time with or without assistance:

• Maneuvering to and around equipment • Bending, stooping, and reaching• Utilizing keyboard• Monitoring computer systems• May include viewing computer/CCTV monitor(s) and detailed work requiring close vision• Moving or lifting boxes up to 25 pounds • Answering/making phone calls • Communicating with others

WORK ENVIRONMENT:

Work is primarily performed at a customer's location in an office / shop environment with limited privacy and some exposure to background noise and/or noise from equipment. Transporting to locations with the work site may be required. Employees may also be exposed to extreme cold or heat.

DISCLAIMER:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor's instructions and to perform the tasks requested by their supervisors.

At PRIDE, we make a difference in the lives of many, one job at a time.