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Field Operations Manager

2 months ago

Berkeley, California, United States American Automobile Association Full time

About the Role

This is a unique opportunity to lead a team of talented professionals in the Northern California region, providing premium home services to AAA Members and direct to customers. As a Maintenance Service Operations Manager, you will be responsible for the management and execution of AAA's House Manager field operations.

Key Responsibilities

  • Own team productivity and efficiency
  • Provide a premier experience for all consumers
  • Identify, recommend and implement solutions to issues in customer experience or efficiency
  • Develop plans for any incomplete job or rework maintenance that needs to occur
  • Manages the work order and maintenance tracking systems
  • Maximizes the utilization of maintenance resources, responsible for spare parts strategy, working closely with inventory management team and systems
  • Participates in the preparation of materials budget, providing cost estimates for the projects; monitors costs against budget
  • Ensures that Team Member vehicles are kept tidy and outfitted as needed as they are a brand billboard for AAA House Manager as well
  • Supports turnaround activities; assists in development of critical path plans and budgets
  • Ongoing communication with Member services call center team, back office operations management, and inventory management

Leadership Responsibilities

  • Coach and mentor a dedicated team of Home Service Associates providing best-in-class service to our Members
  • Recruit and retain team members in a rapid growth environment
  • Provide fair and empathetic leadership through active engagement, performance management, and team development
  • Manage and support under-performing team members to improve performance or exit the team

Requirements

  • 5+ years of experience in managing field operations
  • 3-5 years of experience in construction, contract, maintenance, or handy-person experience preferred
  • Ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally as needed

Working Environment

This is a combination of an office job and field job. Some travel, onsite work, and deskwork are required. Physical requirements include standing, sitting, bending, and lifting (up to 50 pounds). Approximately 98% of time is spent using a video display terminal. Comfort/ability to climb a ladder onsite is necessary.