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Director of Operations

3 months ago

Chicago, United States Brilliant® Full time

Job Summary:

Reporting directly to the senior management team, the Director of Operations/Project Management provides overall management and leadership for the installation and service functions. This role will implement and execute strategies to achieve margin goals and maximize service delivery to ensure customer satisfaction. In addition, this role will provide counsel and lead training initiatives for our technicians and operations team to improve individual skills and ensure long-term customer satisfaction.


Responsibilities:

  • Manage, oversee, and coordinate all aspects of operations activity including, but not limited to, planning and operational review of proposals, bookings, and service requests.
  • Supervise labor and subcontractors, planning and scheduling to ensure execution of projects within budgeted costs.
  • Maintain accurate and up-to-date job cost records and other control records necessary for processing internal and external reports.
  • Develop and implement operation strategies that improve project execution and provide additional value to customers in a cost-effective manner.
  • Utilize financial systems to review actual vs. budgeted contract costs and provide timely and accurate financial reports.
  • Manage individual performance and personal development of resources including installers, service technicians, subcontractors, and operations team.
  • Effectively communicate goals and initiatives to the senior management team.
  • Coach, counsel, and train installer and service technicians to ensure high customer satisfaction.
  • Support installers and service technicians in the field and complete quality control visits.
  • Proactively communicate with and seek feedback from all customers. Initiate a company customer service process.
  • Meet/talk with customers regularly to ensure quality installations and service, meeting their individual needs.
  • Supervise direct reports including lead installers, service technicians, and operations team to increase morale, skills proficiency, and productivity.
  • Recruit and hire team members as required.
  • Perform other duties and responsibilities as requested or required.


Qualifications:

  • Education and/or Experience: Bachelor's degree preferred. 7-10 years of experience in operations, service, field, or project management, including 5-7 years in management, service management, and/or project supervisory experience. Project management experience in electronic security systems required. Service experience in electronic, fire alarm, or building automation systems is a plus. Previous P&L responsibility required.
  • Skills: Excellent leadership and management skills. Financial analytical skills including cost control. Considerable knowledge of business processes, management, and business office operations. Excellent knowledge of Microsoft products including Word and Excel. Experience with service call/project management software.
  • Certificates, Licenses, Registrations: Ability to obtain a valid PERC. Valid driver's license with a clean driving record. System manufacturer certifications are a plus.