Enterprise Operation Manager

Enterprise Operation Manager

Bearcom Garland - Garland, TX 75041

BearCom is North America's largest solutions provider and integrator of wireless voice and data communications equipment. With more than 75 branch locations and a robust nationwide service network, BearCom delivers mission-critical solutions including two-way radio systems, DAS/BDA, video surveillance, access control, and private LTE to enterprise clients, public safety agencies, education, healthcare, utilities, industrial and transportation customers. BearCom partners with industry leaders such as Motorola, Avigilon, Milestone, and LenelS2, serving over 20,000 customers across 40+ end markets.

Job Summary

The Enterprise Operations Manager is responsible for managing day-to-day enterprise administrative and operational functions to ensure efficient, compliant, and customer-focused service delivery. This role has primary responsibility for operations administration, including parts and inventory management, technician dispatching, customer order entry, service quoting, inbound customer communications, facility oversight, and local fleet coordination.

The Enterprise Operations Manager directly supervises all Customer Service Representatives (CSRs), Service Support Representatives, and Service Coordinator roles and serves as a key manager and operational partner to the VP of Service, VP of Enterprise Sales, and Sr Program Managers ensuring accurate and timely Enterprise Service reporting, workflow coordination, and operational controls. The role ensures seamless execution of services across multiple lines of business, including LMR, DAS/BDA, PLTE, Access Control, and Video Surveillance, while driving productivity, quality, safety, and customer satisfaction.

Key Responsibilities

• Manages all Enterprise Service administrative operations, ensuring efficient execution of customer service, dispatching, inventory, logistics, and office workflows.
• Supervises customer order entry, work order accuracy, and documentation to ensure timely and accurate billing.
• Serve as a management escalation point for incoming customer calls and service-related inquiries requiring operational resolution.
• Provide direct administrative and operational support to the VP of Service, VP of Enterprise Sales, and Sr Program Managers, including reporting, coordination, and process enforcement.
• Directly supervise and coach Customer Service Representatives, Service Support Representatives, and Service Coordinators.
• Establish performance expectations, conduct coaching and corrective action plans, and foster a culture of accountability, responsiveness, and continuous improvement.
• Ensure high standards of customer communication, professionalism, and issue resolution.
• Handle escalated customer concerns and ensure timely resolution aligned with contractual and SLA commitments.
• Manages parts inventory management, including receiving, stocking, issuing, cycle counts, and reconciliation.
• Ensure inventory accuracy, availability, and cost controls to support service and project execution.
• Work with Enterprise/Corporate warehouse operations management, including shipping, receiving, material staging, and asset tracking.
• Develop and maintain operational systems and controls for product handling, storage, and inventory optimization for enterprise customers.
• Manage any fleet operations for service enterprise team members, including vehicle assignments, maintenance coordination, inspections, and compliance.
• Enforce safety standards and ensure compliance with OSHA, NFPA, IFC, R56, and app Partner closely with the Regional Service Managers, Program Managers, Service Managers, Sales Managers, Engineering, and Project Management teams to align resources, priorities, and timelines.
• Support pre- and post-sales/service operations to ensure smooth handoffs and execution.
• Identify process improvement opportunities and implement standardized procedures that support growth and scalability

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Operations Management, Information Technology, Engineering, or a related field; or equivalent combination of education and experience. Minimum of 7+ years of experience in operations or branch management with a strong emphasis on administrative operations, customer service, inventory management, logistics, and dispatching. Must have at least 5 years of experience supervising employees.
• Proven track record of handling customer issues and supporting customer satisfaction as well as sales team support functions.
• Demonstrated ability to resolve customer issues, maintain high customer satisfaction, and effectively support sales team operational needs.
• Proven experience working in enterprise-scale environments with complex service portfolios, SLAs, and cross-functional coordination; or experience managing service supplies and rental operations.
• Technical Knowledge: Working familiarity with LMR, DAS/BDA, Access Control, Video Surveillance, and Private LTE systems.
• Leadership: Strong leadership capabilities with a track record of managing teams, enforcing policies, and driving operational excellence and accountability.
• Tools: Proficiency in ERP/service management platforms and MS Office Suite
• Other Requirements: Valid driver's license, ability to pass background check and drug screening

Travel Requirement

• Up to 20% travel to support customer engagements, and issue resolutions with critical customers and support of other area operations.
• Regional and corporate training.