Operations Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Regular Full-Time Phoenix Tempe, AZ, US

The Operations Manager serves as the acting COO for their assigned account/segment. They own the year-over-year expectation to profitably grow their account/segment and ensure execution of the account key performance indicators, while effectively leading a team of Account Coordinators.

• Responsible for translating client’s requirements/KPIs into workflow processes, training staff in how to effectively and efficiently execute the processes, and continually improving those processes.
• Establish and continually update an operations plan to meet client requirements/KPIs, including a workflow or case management process, required manpower, service coverage (work shifts/schedules), ands process improvements including technology investments.
• Build an effective service delivery team, including clearly defining team member roles, and expectations.
• Work collaboratively with the field to meet client expectations/service requirements, or finding alternative channels for provider sourcing to serve their clients when field engagement is impractical (e.g., interior calls)
• Build relationships with Trade Coordinators/Property Managers within accounts supported, positioning oneself as the “go to person” for service problems or issues not resolved by their direct reports
• Create daily tracking reports of service delivery, share results throughout the team, and coach accordingly
• Provide periodic (at least quarterly) service delivery report cards to clients and support NAM/Team Lead presentation.
• Highly proactive in aggressively solving problems before they arise and extinguishing fires when they do
• Driven leader, mentor and coach, with a demonstrated ability to lead a team and coach less experienced team members
• Strong operational skills, with proven ability to manage large teams that provide sales and support services
• Excellent communication skills, with the ability to effectively communicate at all levels within an organization
• Proven ability to strengthen and improve work processes for efficiency while meeting performance and budget goals
• Exceptional communication, collaboration and interpersonal skills, with the ability to lead internal projects, collaborate on solutions with the field and lead top-to-top meetings with senior customer leaders
• Inspires confidence and trust in their team, the field organization, and the customer
• Experience leading large teams that service and support facilities maintenance contracts is highly preferred
• Experience serving as the #1 customer facing operations leader, understanding the need to be available, proactive and solutions oriented at all times
• Possesses and demonstrates a significant sense of urgency.
• Hands-on management experience, requiring diligence and integrity, as well as a commitment to get the job done
• Strong team player, with the ability to collaborate well at levels of the business
• Knowledge of computer software and hardware, with expert knowledge of Word, Excel and Power Point
• Ability to be available 24/7 to provide emergency customer support if needed during peak times

Education:

Four-year degree in Business Management or equivalent work experience in a similar environment

Experience:

Two to Five years of experience in the sales and marketing field

Demonstrated experience with event and project management

Americans with Disability Specifications: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this…