Operations Manager - Full-time / Part-time

We have a client in San Leandro that has an immediate need for an Operations Manager. The ideal candidate for this role will have extremely strong project management, communication, organizational and time management skills with the highest level of customer service. THIS IS A DIRECT HIRE POSITION.



Basic Function:

The Operations Manager is responsible for project performance and field oversight including the review, analysis, planning, and completion of multiple and complex installations with customers in the Business and Industry, Education, Hospitality, Government, Entertainment and other industries; anticipating service requirements, overcoming challenges, creating a positive working environment, exceeding customer expectations, financial planning and other responsibilities as assigned, given the specific needs of the branch.

Core Competencies:

1. Knowledge; Extensive knowledge and industry experience of man power requirements for activities including loading, delivery, spreading, staging, assembly, products, FF&E, furniture and systems installation, architectural wall installation, clean up and punch sign off.

2. Attitude: Winning attitude and ability to drive “expectation of success” through the ranks, holds personnel to the standards required, and stays involved at the field level.

3. Management: Demonstrated capacity to develop and manage a plan, to drive desired results on each project as well as multiple concurrent projects, labor management, exceed financial expectations, develop and train top field talent, and continuously improve the customer experience.

Key Responsibilities:

1. Quality - Customer Satisfaction (meet SW branch execution goals)

a. Proactive problem solving

b. Quality and on-time completions

c. Seamless project execution

2. Personnel - Employee Development (meet SW branch metric man power goals)

a. Anticipating service requirements (Man Power)

b. Training and development of employees

c. Praise and disciplinary performance management

3. Operations – Profitability (meet branch metric PPR under/over goals)

a. Financial performance

b. Pre and Post install meetings

c. Change order approval and timely paperwork submission

Support Activities and Duties:

Quality and Customer Satisfaction:

•Establishes customer satisfaction criteria on each project, the desired results and monitors these criteria through to on-time completion and customer sign off.

•Ensures field services are consistent with the Service West Value Proposition, its principals and standards of performance, and monitors these standards throughout the service operation.

•Encourages and participates in quality control meetings, ensuring that on-going processes are being implemented and that continual improvement goals are being met

Personnel:

•Forecasts future man power requirements (in conjunction with the rest of the branch operations management) recruits, selects, and hires essential installation talent and crew sizes

•Responsible to motivate field crews to peak performance, their training and development, conducts personnel reviews and recommends wage increases if appropriate

•Handles field employee disciplinary issues as appropriate

Analysis and Planning:

•Pre-Install hand off package; Reviews work order packets for completeness and understanding, prepares the pre-install hand off as necessary for installation success

•Reviews scope, specifications and schedules including plans, special instructions, inclusions, exclusions and sites conditions phasing and sequencing as necessary, developing work plans and reviewing those plans with the field leads and crews

•Reviews the installation plan with Account Management, customers, end users, site personnel and branch management as necessary to ensure front end approval, on-going communication, and change order management.

•Oversees the dispatch function of crews to warehouse and field as required by branch.

Installation Policy and Procedures:

•Lead Meetings: Holds regular meetings with installation leads to ensure the voice of the customer is heard, the improvement ideas of the crew are considered, operating standards are enforced, apprentice concerns are exposed, and developing market trends are discussed.

• Site Visits: Visits fieldinstallations on a regular scheduled basis, interfacing with leads and installation personnel, customers, and customer third parties, monitoring the progress and quality of the work being done by the installation staff

•Safety: Conducts and logs routine safety meeting per company policy, jobsite requirements, and CA state statute. Provides safety gear as appropriate; conducts incident reports on all injuries and near misses, works with company EH&S towards compliance and no-loss time injury goals.

•Quality Control; Reviews field installations to ensure the highest quality workmanship; that product is assembled per plan and manufacturers standards, is leveled, aligned and plumb, consistent, completely detailed and work areas cleaned

•Damage free; Ensures that material is handled with care and that customer’s property is protected and undamaged

• On Time: Ensures that projects are adhering to the installation schedule, on-time and punch list resolution is followed up and finished to each customer’s satisfaction

• Training: Ensures crews have a responsible and technically adept interface with contractors, trades, electricians, cabling personnel, building management, etc.

• Communication: Ensures that customer relations and interface are positive, professional and responsive between crews and customers, third parties, peers and all on site personnel.

• Paper work: Works with crews to ensure that paperwork is timely and accurate; that all hours and actions are well documented according to company procedures and administrative activities are fulfilled in an accurate and timely manner

• Work Equity: Ensures that employee regulations, work rules, attendance, reliability, urgency, and work load are clear, understood and equitably enforced.

•Standards Operating Procedures SOP: Ensures that the work processes are standardized and performed in a similar manner by all crews and field personnel. Implements and monitors new standards as directed from management.

• Continuous Improvement; open and engaging with improvement ideas from all personnel, invested in best practice development and escalates improvement ideas to management for consideration and company-wide deployment.

• Equipment and Tools; monitors that required personal tools and safety equipment are maintained by installers, checks out, tracks, and confirms the return of dispatched company equipment: manages the maintenance programs of trucks, tractors trailers, forklifts and other heavy equipment.