Operations Manager

The Operations Manager is responsible for overseeing the day-to-day operations of our commercial access solutions business, including service, installation, project execution, scheduling, field productivity, and customer satisfaction. This position provides hands-on leadership to field technicians and operational support teams while ensuring projects and service work are completed safely, efficiently, on schedule, and within budget. The ideal candidate is a strong operational leader with experience managing field service or construction-related teams. Experience within commercial doors, gates, access control, automatic doors, loading dock equipment, or a related specialty trade is highly preferred. Key Responsibilities Operations & Field Leadership Manage daily service, installation, and project operations. Lead, coach, and develop service technicians, installers, and other operational personnel. Coordinate manpower, equipment, vehicles, and materials to maximize field productivity. Monitor technician schedules, workloads, utilization, and job completion. Ensure technicians have the necessary materials, equipment, information, and support to complete jobs successfully. Establish clear expectations for quality, productivity, professionalism, and customer service. Conduct regular operational meetings and communicate priorities to the team. Oversee service calls, preventative maintenance, installations, and larger project work. Monitor open work orders and projects to ensure timely completion. Work closely with dispatch, service coordinators, project managers, sales, and estimating teams. Review job scope, labor requirements, material needs, and scheduling prior to mobilization. Address job-site challenges, change orders, scheduling conflicts, and customer concerns. Ensure completed work is properly documented, closed out, and ready for billing. Financial & Performance Management Manage operations with a focus on revenue, gross margin, EBITDA, and overall profitability. Monitor labor productivity, overtime, material usage, callbacks, and job costs. Review operational KPIs and identify opportunities to improve efficiency and profitability. Partner with sales and estimating teams to ensure projects are appropriately scoped and operationally achievable. Identify opportunities to reduce costs without compromising safety, quality, or customer service. Support annual budgeting, forecasting, and operational planning. Customer Service Maintain strong relationships with key customers and respond quickly to escalated service issues. Ensure customers receive timely communication regarding scheduling, project status, and service needs. Work with the team to resolve customer concerns and minimize callbacks. Promote a customer-first culture throughout the operations organization. Safety & Compliance Promote and enforce company safety policies and procedures. Ensure technicians follow OSHA requirements, manufacturer guidelines, and applicable codes. Conduct or coordinate safety meetings, training, and job-site inspections. Ensure company vehicles, tools, and equipment are properly maintained and used responsibly. Maintain appropriate operational documentation and compliance records. Team Development Participate in recruiting, interviewing, hiring, and onboarding operational employees. Provide ongoing coaching, training, and performance feedback. Identify training and certification needs for technicians. Conduct performance reviews and address performance or attendance issues as necessary. Build a culture of accountability, teamwork, safety, and continuous improvement. Qualifications 5+ years of operations, field service, construction, or specialty-trade experience preferred. 3+ years of supervisory or management experience leading field employees. Experience within commercial doors, overhead doors, automatic doors, gates, access control, loading docks, parking systems, low-voltage/security, or related commercial services strongly preferred. Strong understanding of scheduling, dispatching, field productivity, project execution, and job costing. Experience managing operational KPIs, budgets, gross margins, and labor performance. Strong leadership and people-management skills. Ability to manage multiple priorities in a fast-paced service environment. Strong problem-solving and decision-making abilities. Excellent written and verbal communication skills. Comfortable working with field service, CRM, ERP, and scheduling platforms; ServiceTitan experience is a plus. Valid driver's license and ability to travel to customer and job sites as needed. Key Performance Indicators Success in this position may be measured through: Revenue and EBITDA performance Technician productivity and utilization Labor efficiency and overtime management Service response and completion times Installation and project performance Callback and warranty rates Safety performance Employee retention and development Accuracy and timeliness of job closeout and billing readiness #J-18808-Ljbffr ADP, Inc.