Operations Manager

Operations Manager

What will you do in this role as the Operations Manager for our warranty department. Your main purpose is to oversee the larger scale of warranty projects, resolve customer conflicts, and to mentor and educate our operational customer service-based team.

• Strong interpersonal and leadership skills – ability to mentor, teach, develop, and supervise.
• Ability to hire, evaluate performance and implement policies and procedures for team growth.
• Ability to advise and update staff and upper management when dealing with complex issues.
• Ability to engage with team members and trade partners in a professional manner.
• Ability to work with many interdepartmental teams outside of warranty team dynamic and held accountable to other teams outside of the warranty department.
• You are comfortable in articulating warranty determinations in a concise fashion to partner with legal counsel in Mediation/Arbitration scenarios.
• You are familiar with industry building standards and guidelines.
• Strong construction management skills – ability to manage a team with a large geographical footprint.
• Skillful at interpreting and explaining:
  Architectural, structural, plumbing, and electrical diagrams, plans, and specifications.
• Technical codes and ordinances.
• Root cause of warranty issues and assigning applicable cost codes.
• Utilizing common warranty, CSM and/or construction management applications (Field point, Hyphen, Salesforce, etc.) to manage workflow, costs, run and interpret basic reports.
• Analyze product performance, identify systemic issues, and develop a scope of work if applicable to resolve.
• Evaluate warranty issues to determine warrant ability, construction or remediation needs.
• Clearly demonstrate quality standards and specifications both technical and construction related onsite for employee training, warranty triage, inspections, or homeowner educational purposes.
• Proficient in:
  Cost management, recommending cost saving initiatives, coordinating, setting, and meeting department budgets.
• Work order management, trade accountability.
• Time management – ability to multi-task, strategize and oversee several projects.
• Delegate projects as needed while still overseeing through to resolution.
• Perform basic home warranty /handy man repairs such as, but not limited to;
  Drywall, paint, trim carpentry, minor plumbing, minor maintenance.
• Effective communication skills – skillful at mediating and resolving disputes with homeowners and/or trade partners.
• Develop and present training materials.
• Develop written reports when necessary to support company determinations on warranty claims.
• Develop professional relationships with trade partners, inspectors, local ordinance representatives and homeowners.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Conform to all safety rules and use all appropriate safety equipment.
• Solid communication skills and attention to details are critical to job success.
• Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA, and other federal, state, and local standards, including meeting qualities and / or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal state local standards.
• Know and understand Core Values and adhere to all company policies and procedures.
• Must be willing to participate in a Rotational Emergency on call Schedule that includes some nights and weekend included: requirements, must be available to a rotating emergency on call schedule to support divisions teams and customers base needs.
• Able and willing for out of state travel as needed a plus.
• Other duties as assigned.

• High school diploma or…