Operations Manager

Job Description

Job Description

About Us

At SCM Products, Inc., we build mobile and enterprise software for emergency services — work that truly matters. We are a collaborative, growth-oriented team that invests in the people who join us. Across our SCM and Adept divisions, we are looking for an experienced Operations Manager who can bring structure, accountability, and momentum to both teams.

Role Summary

The Operations Manager will serve as a critical connector across two divisions — SCM Products and Adept — ensuring that daily operations run smoothly, teams are aligned, and both internal processes and customer commitments are met. This is a hands-on leadership role that requires someone who can manage people, processes, and priorities simultaneously. Strong verbal and written communication skills are essential, as is the ability to evaluate team performance and hold individuals accountable.

SCM Division Responsibilities

Team & Process Oversight

• Oversee the SCM support queue, ensuring timely triage, assignment, and resolution of issues.

• Serve as the primary interface between SCM engineering and support teams, facilitating clear communication and handoffs.

• Sit in on all engineering meetings to help facilitate an organized, repeatable process from development through testing to customer deployment.

• Hold daily and/or weekly team meetings to keep projects on track and surface blockers early.

• Setup a comprehensive in-house training program so the support team can rollout new product and train end users.

Scheduling & Rollouts

• Manage and maintain product rollout and upgrade schedules, coordinating across engineering, support, and customers.

• Monitor after-hours activity and on-call coverage to ensure customer commitments are met outside of standard business hours.

Administration & Billing

• Manage Zoho for all personnel time entry — ensuring accurate, complete, and timely records.

• Manage Zoho for the Development team and prioritize new tasks.

• Review Zoho monthly to identify and confirm billable work for invoicing.

• Oversee time card accuracy and approval across the SCM team.

• Support the purchase and tracking of orders as needed.

Technical Contribution (Plus)

• A strong technical background is a plus — the ability to roll up your sleeves and help facilitate bug fixes or work through customer issues directly will be valued.

Adept Division Responsibilities

Project & Order Management

• Oversee all incoming projects and orders, ensuring they are properly logged, assigned, and moving through the pipeline.

• Work toward administrating project scheduling as the role matures — owning timelines and resource coordination.

• Potentially handle ordering of equipment and materials as needed for projects.

Billing & Administration

• Ensure the billing process is coordinated with the admin team — confirming work is captured, invoiced, and reconciled accurately.

• Manage and update service agreement counts in coordination with admin.

• Manage service access control and related administrative processes.

• Manage Zoho for the Adept division, maintaining up-to-date records for projects, personnel, and billing.

Products, Training & Certifications

• Oversee Adept products, training programs, and certification tracking — ensuring completeness and compliance across the team and with customers.

What We’re Looking For

• Proven experience in an operations, project management, or team leadership role — ideally in a technology or services environment.

• Exceptional verbal and written communication skills — you can write a clear email, run a productive meeting, and communicate status to leadership with equal ease.

• A natural ability to evaluate team performance, give direct feedback, and hold people accountable in a constructive way.

• Experience with Zoho or similar CRM/PSA platforms for time tracking, project management, and billing.

• Strong organizational skills and the ability to manage multiple workstreams across two distinct teams without dropping the ball.

• A calm, systematic approach to problem-solving — you bring order to chaos.

• Technical aptitude or background is a strong plus, particularly for the SCM division responsibilities.

Qualifications

• Bachelor’s or Master’s degree in Business, Technology, or a related field.

• Minimum of 5 years of operations experience, preferably in technology, IT services, or systems integration.

• Proven expertise in managing workflows and integrations in platforms like Salesforce, QuickBooks, Quotewerks, or Zoho.

• Strong organizational and project management skills with the ability to prioritize and multitask.

• Experience with purchasing, billing, and distributor relationships (e.g., Synnex, Ingram) is a plus.

• Familiarity with security or AV systems (e.g., Axis, Genetec, Control4) and willingness to pursue certifications.

• Excellent communication and leadership skills to train teams and drive process adoption.

Preferred Skills

• Proficiency in workflow automation tools.

• Experience with project management tools (e.g., Zoho Projects) and data reporting.

• Ability to adapt to multiple roles, including hands-on implementation support.

What We Offer

• Competitive salary commensurate with experience.

• Comprehensive benefits: health, dental, 401(k) matching, and PTO.

• A meaningful role with real impact across two growing divisions.

• A collaborative team that values initiative, accountability, and continuous improvement.

If you are an organized, driven leader who thrives at the intersection of people, process, and technology — we want to hear from you. Apply today and tell us about your experience managing teams and operations in a fast-moving environment.

We are a growing engineering firm on Long Island. We are looking for motivated individuals to add to our team.

Company Description

We are a growing engineering firm on Long Island. We are looking for motivated individuals to add to our team.