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Service Center Director

2 months ago

Tempe, Arizona, United States Turnaround Welding Services Full time
Job Summary

The Operations Manager - Customer Solutions Center is responsible for leading and directing all core functions of the Customer Solutions Center, including call center operations and work order management. This role oversees the planning, development, and administration of all operational activities, programs, and services.

Key Responsibilities
  • Directs and oversees the supervision of personnel, including work allocation, training, and problem resolution.
  • Evaluates performance and makes recommendations for personnel actions.
  • Motivates employees to achieve peak productivity and performance.
  • Responsible for the financial and operational performance of the Customer Solutions Center P&L.
  • Ensures financial performance of each account by reviewing and understanding indirect cost and staffing levels.
  • Responsible for financial forecast and variance to Plan (Budget) for assigned accounts.
  • Reviews and ensures all financial reports are accurate and complete.
  • Develops reports that address operational variances and action plans to improve where necessary.
  • Manages metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Customer Solutions Center operations and service delivery.
  • Reviews all indirect costs with relevant departments and develops strategies to improve by maintaining quality service delivery.
  • Cross-functionally manages A/R and A/P levels in accordance with company and contract expectations.
  • Develops strategies to pursue leveraged work and increased project work.
  • Develops business improvement plans and strategies that drive savings and improve cost efficiencies for Turnaround Welding Services and our customers.
Requirements
  • Bachelor's Degree or equivalent.
  • Three to five years of Account Management/Operations Management experience with a preferred emphasis on service center operations management.
  • Must be highly skilled in MS Excel and Word. Able to quickly learn new software platforms.