OPERATIONS MANAGER - Full-time / Part-time

Position Purpose
Responsible for the management of Service Providers in assigned Division to ensure that customers and stores receive the highest level of project quality and customer service. Utilize internal and external resources such as Field Management, Install Merchants and Finance as partners to optimize the most productive and highest quality Service Provider base in the industry. Manage in a matrix environment to ensure programs remain active with proper specifications, costs and features across all assigned Division. Accountable for metrics such as Services Sales, Cycle Time, IVOC and Customer Service.

Major Tasks, Responsibilities and Key Accountabilities

• 40% - Works with the assigned Divisional Services Director, National Install Merchants and Finance team to target, plan, execute and monitor the Business Review process to ensure quality standards and service level agreements are met
• 40% - Prepares Service Provider performance scorecards, analyzes data, solicits feedback to develop action plans and improvement metrics to support sales and increase installation satisfaction metrics across assigned Division
• 20% - Works closely with Service Provider Strategy and Sourcing team to develop forward-looking strategies that ensure network continues to align with Home Services strategic growth, quality and capacity targets for assigned Division

Nature and Scope

• Reports to Sr. Manager – Service Provider Network Performance
• No associates report to this role on a permanent basis, but requires the leadership of a work group: assign and review work, train and contribute to performance appraisal (but not hiring, firing or disciplinary action).

Essential Skills:

Minimum Qualifications
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass pre-employment test if applicable.

Education Required – 
The knowledge, skills and abilities typically acquired though the completion of a bachelor’s degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience - 5

Physical Job Requirements - 
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.


Additional Qualifications –

• Relationship management experience with multi-unit or geographically dispersed teams
• Ability to analyze and interpretation data to drive business decisions
• Strong written and verbal communication skills with focus on flexibility of style to reach multiple audiences
• Prior experience managing large 3rd party contractor network
• Must successfully pass all pre-employment drug and background screening

MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 4 years

Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.