Head of Operations & Business Management

NOTES: The individual needs experience managing direct reports and HVAC experience/knowledge

NOTES: Preferred if they have experience working in an office setting and if they can talk on the KPIs they’ve managed / been held accountable for

Job Summary: Seeking an Operations Manager at the Customer Solutions Center in Tempe, Arizona requiring additional presence in customer office based in Scottsdale, Arizona. Operations Manager will be required to travel up to 25% annually based on customer in-person needs.

The Operations Manager is a key contributor to the sound execution of our Facilities Management Work Order Management process and works with the supervisory team to ensure exceptional service delivery to our clients. The Operations Manager is responsible for managing the day-to-day activities and performance of a supervisory team dedicated to ensuring service delivery meets customer expectations. Position serves as an operational escalation point between the client Tempe and Norristown, PA operations. The Operations Manager assists in continuous improvement efforts and drives process improvements and adoption of best practices throughout the Customer Service department. This position will be responsible for managing the day-to-day activities and performance of a team of Supervisors. Responsibilities include coaching and leading team members, training and continuous development of associates, identifying and implementing process improvements, managing to the identified metrics and developing Key Performance Indicators (KPI) and scorecards.

Essential Duties and Responsibilities: Drives operational service performance of team(s) (efficiencies, Key Performance Indicator’s, consistency of SOP/Process adherence, etc.)

Continuously monitors, reviews and recommends improvements to Work Order (WO) delivery processes and systems through best business practices.

Manages client expansion. Assists in requests for proposals (RFPs) prep and client quarterly business reviews (QBRs).

Monitors health and performance of accounts and associates via appropriate means (KPI’s, metrics, calls, processes, etc.).

Reviews contracted services and frequencies with Account Director to find opportunity for additional services.

Coaches, mentors, and develops team members via side‑by‑side and one‑on‑ones. Monitors team performance; coordinates and supervises the selection, assignment, training, and retention of talent across area of responsibility.

Provides assistance to final stop service center escalations within team – may reach out to internal partners.

Structures, prepares and analyzes monthly reports to ensure strategic alignment and optimal delivery of service.

Provides leadership and motivation for all employees by communicating core beliefs and values to create a positive work environment.

Establishes goals and performance criteria and measurement processes to proactively manage employees. Coordinates implementation of annual performance objectives. Assists in developing a reporting format (i.e. spreadsheet) to track completion of these objectives.

Conducts regular review of operations related to cost and procedures and analyzes performance for improvement opportunities.

Qualifications: Bachelor’s degree from an accredited college or university or equivalent management (5-7 years) experience required. Business degree is preferred.

Must have previous direct management experience of 5 - 10 people within the past 5 years (call center/operations management experience preferred).

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Advanced/Expert level proficiency in Excel.

Must have flexibility and adaptability in work schedule in order to serve a broad base of clients in multiple time zones with location operations seven days a week.

Must be able to work nights, weekends, and holidays.

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