Job Description

Salary: $50,000 - $120,000 / year

Position Summary / Purpose

Harper Special Services is a full service 24 hour emergency damage restoration company that is growing FAST! We are looking to add high energy, highly motivated, and customer service driven individuals seeking a career path in the rewarding restoration industry.

The Operations Manager is the person to facilitate the timely and profitable delivery of all services while maintaining company standards for quality and customer satisfaction. Effectively manage the Operations function of the business which includes: staffing, training and development, documentation of work performed, inventory control, equipment purchases and maintenance, record keeping, housekeeping, and employee relations.

Assist in maintaining market leadership through rigorous recruiting and hiring, staff development, and business process improvement.

Principle Duties and Responsibilities

Create repeat customers by exceeding their expectations for quality and delivery of disaster restoration and cleaning services
Exceed company targets for client / customer satisfaction
Exceed company targets for quality ratings
Exceed company targets for COGS and Direct Labor cost performance
Exceed company targets for cash flow
Maintain production capacity through adequate staffing, equipment, and supplies management
Prepare the annual Operations budget as part of the business planning process
Maintain efficient and accurate flow of production documentation from the field to administration
Development of strategic goals and business objectives for the Operations function
Hire, train, develop, discipline, and discharge Operations employees
Determine requirements and execute the evaluation process for subcontractors
Track the financial, and overall, performance of individuals, jobs, and production departments
Maintain appropriate inventory of production supplies and materials
Schedule and oversee maintenance and repairs to all production equipment and vehicles
Facilitate the smooth transition of management succession within the Operations function through assessment, training, and development of the operations staff
Provide seamless implementation of appropriate new technology as it pertains to the delivery of services
Assign new projects to Estimators and Project Coordinators
Negotiate with subcontractors and suppliers

Additional Duties and Responsibilities

Facilitate meetings with employees
Support continuous improvement in operating processes and procedures
Network with executives in similar positions
Attend trade shows and industry organization events as required

Decision Rights and Authority

Hiring and discharge of operations personnel
Development of strategic goals and objectives related to the operations function
Purchases within the budget established in the strategic plan.
Determine the criteria and performance level that is used in the selection and evaluation of subcontractors authorized to work on company projects

Working Relationships and Scope

Purchase of all equipment and vehicles in excess of $500 will be authorized in advance by the General Manager / CEO
Clear understanding of, and effective communication with, the Sales and Marketing function to insure consistency of company capabilities and capacity with marketing and sales strategies and target markets
Maintain strong working relationships with appropriate insurance industry, trade association, training provider, supplier, and community contacts

Performance Competencies

Integrity - Ironclad. Does not cut corners. Puts the interests of the business above self. Earns trust of co-workers. Intellectually honest, doesn’t play games.
Oral Communication - The individual speaks clearly and persuasively in positive or negative situations. Effective in one-on-one, small, and large group situations. Adaptable and able to think on his / her feet.
Written Communication - Writes clear, precise, well organized letters, proposals, and emails. The individual edits work for spelling and grammar and is able to read and interpret written information. Uses appropriate vocabulary and grammar.
Team Building - Achieves cohesion and effective team spirit with subordinates. Sustains a climate characterized by open, honest relationships where differences are constructively addressed rather than ignored, suppressed, or denied.
Planning and Organizing - Participates in setting the strategic direction for the organization, understands the implications for the Operations functions and fit with the other departments. Coordinates plans with other managers and executives.
Excellence - Sets high, “stretch”, standards of performance for themselves and their organization. Demonstrates low tolerance for mediocrity. Encourages individual initiative.
Coaching - Actively and successfully trains people for their current assignments. Coaches and develops employees for promotion into positions in which they succeed. A people builder.
Adaptability - The individual adapts to changes in the work environment, manages competing demands, and is able to deal with frequent changes, delays, or unexpected events.
Dependability - The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
Safety and Security - The individual observes safety and security procedures and uses equipment and materials properly.
Technology - The individual uses typical communication devices to effectively speed communication and appropriately utilizes company-approved estimating, customer contact management, standard word processing, and spreadsheet software tools to enhance efficiency and accuracy of work performed.

Qualifications-Knowledge, Skills, and Abilities

Education and Experience - Bachelor’s degree in business or related field, or a high school diploma (or GED) plus five (5) to seven (7) years of related experience and / or training or equivalent combination of education and experience. Minimum of five (5) years of experience managing other managers. Broad business experience across multiple functions: Sales, Operations, Admin, Accounting, HR.

Financial Reports and Documents - Understands content of financial reports: Profit & Loss, Balance Sheet, and Cash Flow. Able to interpret results and translate into focused actions and performance tracking through Key Performance Indicators (KPIs) in appropriate areas.
Constructive Confrontation - Has the ability to solicit, process and integrate inputs and ideas from subordinates, peers, and executives. Recognizes areas of conflict or disagreement and deals with them through open and honest dialogue. Effectively provides feedback.
Strategic Skills - Comprehends the “big picture”. Determines opportunities and threats. Is comfortable contributing to the strategic plan and future direction for the organization.

Mathematical Skills - Adequate math skills. Able to quickly and effectively translate remaining work into manpower planning, project completion times, and review and assess labor time reporting. Effectively project job costs based on work remaining.

Computer Skills - Demonstrates proficiency in the use of computers and computer software, especially MS Office, Word, and Excel.

Certificates, Licenses, and Registrations - None required for this position.

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently to stand and walk. The employee must regularly lift and / or move up to 10 pounds and frequently lift and / or move up to 25 pounds.

Working Conditions

Operations Manager’s work includes a variety of duties ranging from site assessment of damaged property, traveling to and meeting with customers and clients at their facilities, reviewing progress of ongoing projects, and inspection of completed work. Employee will encounter facilities where standing water and sewage are present, heat is unavailable due to lack of utilities, fire damage has occurred, and mold or other organic growth exists.
Noise level in the work environment is usually quiet.