Head of Operations & Business Management

Description
The Operations Manager is responsible for leading and overseeing the daily operations of the Western Region Technology Center to ensure efficiency, productivity, and exceptional customer service. This role provides strategic and operational leadership across multiple functional areas, including training, staffing, facility operations, demonstrations, customer support activities, and administrative processes. The Operations Manager works closely with Accounts Payable, Accounts Receivable, Applications Engineering, Service, and other departments to support business objectives, optimize operational performance, and deliver a best-in-class experience for both customers and employees. This position requires strong leadership, organizational, and technical capabilities, as well as a commitment to continuous improvement and operational excellence.

Key Responsibilities
Operational Leadership

Lead and manage day-to-day operations of the Western Region Technology Center.

Develop and implement operational plans, priorities, and schedules to support business objectives.

Monitor operational performance and identify opportunities for process improvement, cost efficiency, and enhanced customer experience.

Ensure all company policies, procedures, and compliance requirements are consistently followed.

Team Leadership & Development

Supervise, coach, and develop Technology Center personnel to maximize performance and engagement.

Conduct annual performance evaluations and provide ongoing performance feedback and career development support.

Foster a collaborative, accountable, and customer-focused work environment.

Establish clear expectations, goals, and performance standards for team members.

Identify training needs and coordinate employee development initiatives.

Safety & Facility Management

Promote and maintain a safe, healthy, and productive work environment for all employees and visitors.

Ensure compliance with all applicable safety standards, company policies, and regulatory requirements.

Oversee facility operations and coordinate resources to support customer events, demonstrations, and training activities.

Customer & Business Support

Build and maintain strong working relationships with customers, employees, and business partners.

Collaborate with Sales, Applications, Service, and other departments to support customer projects and business growth initiatives.

Address operational challenges and customer concerns in a timely and professional manner.

Support recruiting, onboarding, workforce planning, and resource allocation activities.

Strategic Planning

Participate in budgeting, forecasting, staffing, and long-term operational planning.

Assist leadership in implementing strategic initiatives that support regional and corporate objectives.

Utilize operational metrics and reporting tools to drive informed business decisions.

Travel

Limited travel throughout the region and to corporate HQ in Florence, KY may be required.

Occasional international travel, including trips to Japan, may be required.

Qualifications
Education

Bachelor's degree in Business Management, Engineering, Manufacturing Technology, Operations Management, or a related field required.

Experience

Minimum of 7 years of experience in manufacturing, machining, machine tools, or related industrial operations.

Minimum of 5 years of leadership or management experience with responsibility for employee supervision and operational performance.

Experience managing cross-functional teams and coordinating multiple projects simultaneously.

Direct experience within machine tool, CNC machining, manufacturing technology, or industrial equipment environments strongly preferred.

Required Skills & Competencies

Strong knowledge of machining processes, CNC equipment, and machine tool technologies.

Demonstrated leadership ability with experience motivating, coaching, and developing employees.

Excellent organizational, planning, and time-management skills.

Strong analytical and problem-solving capabilities.

Effective verbal and written communication skills, including report preparation and presentations.

Ability to confidently provide performance feedback, establish goals, foster teamwork, and communicate clear expectations.

Proven ability to identify performance gaps and implement effective coaching and development plans.

Strong customer service orientation with the ability to build trusted relationships internally and externally.

Ability to manage multiple priorities and adapt to changing business needs.

Proficiency with Microsoft Dynamics 365 (D365) and CRM platforms; experience with the Mazak CRM platform is preferred (training provided).

Preferred Characteristics

Results-driven leader with a continuous improvement mindset.

Strong business acumen and operational decision-making skills.

High level of professionalism, integrity, and accountability.

Collaborative leader capable of building alignment across departments.

Passion for employee development, customer satisfaction, and operational excellence.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.

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