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Director of Operations

1 month ago

Columbus, United States Improveit Home Remodeling Full time
Job DescriptionJob Description

POSITION SUMMARY:  

The Director of Operations is responsible for driving profitability and customer satisfaction through the effective management of people, processes and technology in the ordering, installation, and servicing of our products. Leveraging supplying chain and field force management best practices, the Director of Operations ensures that the Organization meets its net profit and net installed revenue goals, while keeping a diligent eye on delivering a customer experience worthy of a 5-Star review. 

ESSENTIAL FUNCTIONS:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  

  • Lead, manage and hold the Ordering, Install, and Warranty Services Departments accountable to the highest standards of operational excellence.  

  • Lead and manage relationships with third party suppliers to drive profitable execution of supply chain. 

  • Identify and implement strategies, best practices, policies, and procedures that drive continuous operational improvements across the production and service areas of the business.  

  • Establish a culture of collaboration and alignment between various production and service areas to ensure that all profit, project cycle time and customer satisfaction objectives are met. 

  • Meet or exceed all net installed revenue and net profits goals.  

  • Develop, implement, maintain, and enforce SOPs designed to achieve operational goals. 

  • Set the strategic direction for the organization’s optimal operational model and lead the execution of that vision. 

  • Lead the Audit/Order Department in the error-free procurement of materials for each job within established cycle-time thresholds. 

  • Lead the Installation Department in the development of warehouse and crew management practices. 

  • Collaborate with internal resources to create and operate crew training programs to maintain adequate labor force to meet installation demands. 

  • Manage installation and service labor costs within Company thresholds. 

  • Lead the Service Organization to deliver a 5-Star Customer Experience, ensuring all warrantied services are provided in a timely manner and within company cost structure thresholds. 

  • Oversee and effectively manage all operational resources including inventory and fleet.  

  • Ensure all production-related departments are fully staffed and trained to meet the needs of each business unit. 

  • Develop leaders in each of the functional production areas to continue to advance the organization’s operational efficiencies, profits, and competitive edge. 

  • Enhance the Company’s brand and reputation through generating and gathering positive online reviews on a variety of online sites and directories.  

  • Resolve any customer conflicts in a cost-effective and expeditious way, always protecting the Company’s brand and reputation. 

  • Leverage industry-leading field force management scheduling best practices and technology tools to drive efficiencies in the field services organization.  

  • Continuously analyze data to find problems, uncover trends, and capitalize on opportunities to increase the profitability and efficiency of the organization.  

QUALIFICATIONS: 

  • Education: Bachelor’s Degree in Business, Finance, Logistics, Information Technology, or related field, MBA, preferred 

  • Experience:  

    • Minimum of 5-7 years of progressive operations management experience with a solid track record of advancing in a variety of functional areas.   
    • Minimum of 3 years of experience with Six Sigma or similar continuous improvement disciplines. 
    • Proven track record of experience in change leadership, building customer relationships, process and project management, and organizational dynamics 
    • Past Operations experience in construction, remodeling, home improvement or home services experience, highly desired. 
    • Experience and knowledge of construction and/or remodeling project management, a plus 
    • Experience in the management of field service crews, or construction superintendents, foreman, and/or project managers, a plus. 

  • Computer Skills: Proficiency with Microsoft Office (Word, Excel, Outlook), SmartPhones, Tablets/iPads, and computer programs such as Salesforce, required.   

  • Technology Acumen: Highly proficient leveraging technology for process efficiencies.  

  • Logistics: Thorough knowledge of operations and logistics best practices. 

  • Supply Chain Management: Excellent supply chain management skills. 

  • Finance: Strong financial acumen and P&L Management skills.   

  • Analytics: Exceptional analytical skills and ability to leverage data and findings to create, implement and manage and manage solutions to drive operational and customer experience enriching solutions.  

  • Other Important Qualifications: 
    • Excellent strategic thinking abilities with solid written, verbal and presentation skills. 
    • High level of comfort interacting, discussing, and presenting to internal/external customers. 
    • Strong expertise in workforce planning, people development, and building strong bench strength at all levels in the production area of an organization. 
    • Proven track record for effectively driving change initiatives. 
    • Strong communications, teambuilding, and leadership abilities and track record for developing high performance teams. 
    • Highly effective in fast-paced environments with aggressive growth goals. 
    • Excellent project management skills. 

WORK ENVIRONMENT: This position primarily works in an office environment. 

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