Head of Operations & Business Management

The Operations Manager is responsible for managing the order fulfillment and customer support processes at assigned branch locations. This includes responsibility for exercising independent judgment to provide a seamless customer experience by leading the order fulfillment team. This may include project coordination, service coordination, warehouse and delivery functions, and/or installation. The Operations Manager is responsible for the identification, development, and implementation of programs, policies, and procedures that support total customer satisfaction, company profitability, and market share growth.
Responsible for ensuring that all customer expectations regarding order fulfillment are met:
Drive accuracy and urgency within the order fulfillment group
Encourage utilization and continuous improvement of order fulfillment processes, systems, and metrics

Responsible for the direct supervision of exempt and/or non-exempt team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skills assessment, discipline and discharge, payroll reporting and staffing
Review financial statements on a regular basis to analyze trends and identify opportunities
Respond to and/or delegate escalated customer inquiries (i.e. missing items, wrong items, delivery questions, product issues, etc.) Develop and regularly communicate operational objectives and strategies to various stakeholders (i.e. sales staff, order fulfillment team, Subsidiary branches and Pella Corporation)
Must develop an expert level understanding of all Pella products and their applications
Drive the accuracy and efficient management of inventory levels and recommend ways to improve our return on assets managed; oversee quarterly physical inventory process
Serve as a key management sponsor of company Safety Program (participate in meetings, recommend policies and procedures, enforce safety policies and procedures, conduct safety audit tours, review accident analysis and trends; Provide leadership for all company efforts toward continuous improvement (including kaizens)
Drive the development of measurement tools to accurately gauge opportunities for improvement and the success of continuous improvement efforts
Responsible for planning and maintaining department budgets (expense and capital)
Ensures efficiency, cost measurement and analysis, strategic cost planning, and overall profitability
Regularly reviews growth objectives, analyzes facility utilization (or potential utilization) and implements strategies to support appropriate facility usage
Recommends control procedures to prevent product or customer shortages, to prevent material waste, or to prevent order fulfillment delays
Has ultimate responsibility for vehicle fleet safety, particularly DOT compliance
Is a branch knowledge leader and resource on the usage of systems in the order fulfillment process
Maintains the integrity of system information, develops processes for usage, trains employees, develops understanding of systems integration, and maintains consistency of systems usage within order fulfillment department
Responsible for hiring and training; planning, assigning, and directing work; appraising performance; Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
Responsible for establishing customer service driven performance criteria, conducting regular performance evaluations and any necessary disciplinary proceedings within the department
Responsible for the overall, efficiency, quantity and quality of work performed in all order fulfillment processes. General Management and Integration:
This includes working closely with human resources, sales, finance, and service to identify and resolve potential process and training issues. Maintains open lines of communication and seeks input of others to ensure constantly improving levels of customer satisfaction
Participates in Subsidiary planning and communication regarding operational objectives and/or opportunities to drive consistency
Displays strong problem resolution skills and the aptitude to overcome substantial obstacles to satisfy customers' needs
Enforces company and department policies when applicable
Work with other members of management to instill and promote the Pella Way in all facets of the business
As necessary, research, create, authorize, implement and update documents such as policies, procedures, forms and standard work
Attend appropriate professional seminars and workshops and review reading materials and professional journals to keep current with changing business trends
pre-finish metrics, shop assembly production, load/unload production, weekly and monthly shipments, etc.) for management and Pella Corporation
Attend and sometimes facilitate company or department meetings/training sessions, product training sessions, etc.
Must be able to develop a strong understanding of all Pella products and their applications
Must have outstanding problem-solving skills and the ability to demonstrate a high level of responsiveness towards urgent customer issues
Works collaboratively and creates a sense of trust and reliability with internal team and customers
Demonstrates a strong work ethic and flexibility towards the needs of the business
Proficiency with Microsoft Office, smart devices, and the ability to learn proprietary software programs and applications

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's degree from four-year college or university; or five to ten years related experience and/or training, or equivalent combination of education and experience.

Language and Communication Skills
Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills. Ability to read, interpret, understand and explain documents such as company policies and benefits. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public. Must be able to resolve conflict in the best interests of the business and our customers. Must display excellent phone and email etiquette, and the ability to communicate in a professional manner. Must be able to make eye contact and present appropriate persona for the situation when interacting with fellow employees or waiting on a customer/visitor in person on a regular and consistent basis.

Must be a "take-charge" person with a demonstrated ability to follow projects through to completion. Attention to administrative detail is required. Must be able to maintain strict confidence with regards to sensitive and protected personnel/confidential information. Must present in a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customer and visitors.
Must have the ability to interpret financial reports and commonly used company performance reporting methods.
Must have ability to solve practical problems without close supervision. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings. Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, state/local/federal employment law manuals, and other documents and reading materials as well as the computer.
Must be available to work outside a "normal" work week (overtime) as necessary, including evenings and weekends.

There may also be occasions when the employee will be expected/able to perform duties at home such as reading professional and/or research materials, making and accepting phone calls, composition of forms, correspondence, reports, etc. on the computer. The noise level in the work environment is usually low to moderate in the administrative office and moderate in the warehouse.
As the #1 most-preferred national window and door brand by homeowners across the country, Pella Corporation leads the industry in innovation and design. Founded in 1925, today the Pella Family of Brands encompasses a robust product offering sold and installed through various channels. We are a growing, privately owned company with 20 manufacturing locations and over 10,000 team members in the U.Pella is consistently recognized as a great place to work by Newsweek, Forbes and Glassdoor, having most recently been named to America's Greatest Workplaces for Diversity by Newsweek in 2024, as well as Forbes' 2024 Best Employers for Women and Best-In-State Employer in Iowa. We have also received numerous accolades for innovation and design, including Fast Company's Best Workplaces for Innovators in 2024 and Most Innovative Manufacturers for 2022 and 2023.
We encourage creative thinking that seeks out and includes diverse perspectives. And we empower you to do the work you're most proud of - that's why we offer individualized talent development plans, cross-functional experiences and opportunities for career advancement through personal and professional development.
With talent just like you, we are imagining, building and fighting for a brighter future for generations to come.