Market Operations Manager

The Market Operations Manager is a leadership role that oversees teams, day-to-day operations in the installation and warehouse departments of an assigned region or regions, and delivery of high-quality service to Express customers. The role is responsible for coordination/collaboration between cross functional business units, enforcing policies and procedures to ensure contractual obligations are met, establishing department development plans to ensure our customers receive the highest level of customer support & satisfaction possible. Also responsible for following and enforcing policies and procedures to fulfill contractual obligations to our customers in relation to new installations as well as applicable warranty coverage.

Responsibilities:

• Supervise, plan and coordinate installation and warehouse operations
• Contractor management/dispatch/scheduling
• Manage and support Installation Coordinator/s and Field Service Technicians
• Staff development in areas such as training, technical skills, safety, and performance management.
• Assist in recruiting/hiring/onboarding of new team members.
• Complete annual performance reviews and provide professional development opportunities.
• Provide feedback to managers regarding market trends, revenue opportunities, customers and other relevant issues
• Manage cross-functional team resources appropriately to ensure effective team performance and achieve goals.
• Plan, organize and lead projects to improve efficiency and productivity and identify/implement best practices.
• Identify and resolve technical, procedural and equipment issues that hinder warehouse operations.
• Resolve warranty requests, customer issues or concerns to ensure complete satisfaction
• Ensure all team members comply with OSHA safety standards and harness safety culture
• Manage departmental budget while achieving targeted goals
• Perform clerical duties associated with, but not limited to, field technician paperwork, personnel evaluations, and expense report
• Ensures accurate time/attendance recording and labor law compliance.
• All other duties as defined by your supervisor

Education and Experience:

• Bachelor's degree and 7+ years (10+ years in lieu of bachelor's degree) of experience in operations, warehousing, logistics, production, manufacturing, or related field
• 5+ years prior experience managing supervisory level staff and an hourly labor force
• 5+ years direct operations experience
• Leadership and team development abilities
• Proficiency in Microsoft Office products and CRM (Salesforce, MSFT, NetSuite)
• Demonstrate excellent written and verbal communication skills
• Demonstrates excellent documentation skills, and adhere to all regulations
• Demonstrates excellent problem solving/issue resolution skills
• Ability to stay calm and rational under pressure
• Adheres to all policy and conduct standards and embraces the culture of Express
• Must have a high level of attention to detail and excellent time management skills

Physical Requirements:

Required to spend on-the-job time on the following physical activities:

• Operate a motor vehicle
• Stand – Walk – Lift – Climb – Talk - Hear
• Use hands to finger, handle or feel - Reach with hands or arms

The Weight or Force requirement in this position is: Up to 50 pounds

Vision Requirements:

• This position requires to have close vision (clear vision at 20 inches or less), and color vision (ability to identify and distinguish colors).
• Depth perception (three-dimensional vision, ability to judge distances and spatial relationships)
• Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)