Head of Operations & Business Management

As a Fixed Operations Manager your essential job functions include:
Leadership (30%) Create a positive and productive working environment consistent with Dent Wizard’s core values
Lead, coach and develop team to drive productivity and retention
Drive a culture of coaching through on the job engagement and formalized training to support technician engagement and retention
Ensure delivery of five-star service by developing schedules, assigning and monitoring work, implementing productivity and quality standards, resolving operations problems, and implementing SOPs
Provide timely feedback to manager regarding, competitive pressures, customer feedback and the engagement of staff
Participate in field town hall communications
Ensure fulfillment of services meets customer expectations
Develop strong customer relationships, deliver five-star customer service and participate in Quarterly Business Reviews (QBR)
Maintain knowledge of customer pricing and service expectations.
Expediently address customer, operational, and performance concerns.
Identify and implement value-added customer solutions
Driving Performance (20%) Drive talent selection and hiring for area roles needed
Deliver operating performance in terms of LSR, Employee Engagement and Retention
Drive operational efficiencies, understand and implement standard operating procedures, and effective cost reductions without damage to five-star service expectations.
Address day-to-day operational issues, ensure maintenance of customer sites and perform QC
Coordinate supplies and parts ordering management
Administration (20%) Coordinate supplies and parts ordering management
Troubleshoot most critical operational issues
Maintain clean, organized work areas that meet DW’s compliance (EHS) standards
Support and adhere to DW’s policies and procedures on ethics standards and commitments
Ensure effective invoicing processes are implemented and maintained
Other Duties as Assigned Lead and coach technicians
Results Orientation
Systems Thinking / Process Improvement
Agility
Initiative
Influence
Customer Focus
Apply Knowledge
Position Requirements Proven ability to manage, coach, and lead others.
3 years proven operations experience in a similar type of environment.
Auto and reconditioning industry experience preferred.
Physical Job Requirements Continuous viewing from and inputting data to a computer screen.
Travel as necessary (up to 20%).
Drug Policy All applicants being considered for employment must pass a pre-employment drug screening and background check.
All candidates selected for offer will undergo post-offer, pre-employment screening appropriate to the role. This may include, but is not limited to, a physical examination, vision assessment, background check, and drug screening. Any such screening will be appropriate for the role, the same for all employees entering the same job category and conducted in accordance with applicable laws and regulations.

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