Head of Operations & Business Management

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across the globe. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries. Local Service.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting‑edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future‑ready solutions tailored to meet and exceed our clients' needs. Pavion and our family of companies are seeking a talented and motivated Operations Manager to join our security business unit.

Operations:

Responsible for the effective and successful administration of job‑site services with higher level of complexity including; pre‑sale estimating, competitive pricing, maximized profit margin, quoting, order processing, reviewing employee time cards, service billing, and escalated collection issues.

Responsible for driving backlog management; review available backlog and assign jobs to Project Managers.

Responsible for monitoring expenses and ensuring costs are applied against appropriate job.

Monitor variance from labor and material budget, ensure all returns/ repairs are completed accurately.

Drive and manage underbilling to ensure timely billing of clients according to contract terms.

Customer Service / Client Satisfaction

Develop and maintain customer relationships and ensure client satisfaction.

Regularly connect with customers to promote business, understand changes to client business, operating model or interests to ensure proactive solutions for client.

Analyze customer feedback and monitor Key Performance Indicators (KPIs) to ensure contractual obligations are met and/or exceeded.

Use feedback and KPI data to develop programs/processes to improve customer satisfaction.

Resolve customer concerns in service delivery and proactively collaborate with other key stakeholders (such as sales or finance) to help develop or modify systems, products or processes to increase customer satisfaction and support team productivity.

Analyze prospective service work, ensure high quality estimates resulting in renewals and the award of new agreements.

Review job cost reports for pricing reasonableness and accuracy at time‑of‑service contract sale and renewal.

Provide reports to senior management including, but not limited to, revenue forecasting, staff performance, data trends and recommendation to improve efficiency and cost.

Drive and manage the overall safety program and safety response.

Drive toolbox talks, training, ensure lift certifications obtained and current, ensure appropriate Personal Protective Equipment (PPE) is available, distributed and used.

Partner with enterprise Safety Organization on existing programs / policies / process, implementation of new or changes to existing programs, policies, processes.

Develop and implement operation strategies to improve service delivery through efficiency in coordinating technicians / field engineers and providing additional value to customers in a cost‑effective manner.

Oversee and manage project turnover from Operations to Service, ensure effective transition and client satisfaction, maximizing a positive experience for the customer.

General Management

Supervise, assist, and coach personnel in accordance with policies, procedures, and service levels.

Ensure technical competency, participation in industry training and certifications for relevant employees.

Enforce dress code policies and fleet appearance.

Ensure appropriate staffing levels to meet growth requirements and adequately support the customer base.

Bachelor's degree in Business Administration, Operations Management, Information Technology, Engineering, or a related field

Equivalent work experience may be considered in lieu of a degree

5+ years of experience in operations, technical support, or project management roles

2+ years of experience in a leadership or supervisory capacity, preferably in a technical or field services environment

Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)

Able to read and interpret financial statements

Experience in relationship and client management

Experience with change management

Experience operating in a risk management and compliance environment

Excellent time management and organizational skills

Able to travel as needed, up to 40% of time

The job description is not be construed as a contract for employment.

All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

If you require accommodation or assistance during the application process, please contact us at View email address on click.appcast.io Opportunity Employer/Protected Veterans/Individuals with Disabilities