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Operational Excellence Manager

2 months ago

Grand Prairie, Texas, United States Polk Mechanical Company Full time
Position Overview

Role Summary: The Operational Excellence Manager is tasked with enhancing and supervising the operational aspects associated with HVAC service provision. This position encompasses the management of support personnel, coordination of service timelines, adherence to industry regulations, and the execution of strategies aimed at improving operational productivity and client satisfaction.

Key Responsibilities:

Client Relations:

  • Formulate, execute, and assess standard operating procedures (SOPs).
  • Pinpoint opportunities for enhancement and implement modifications to boost service delivery effectiveness.
  • Actively participate in dispatch responsibilities and serve as a support during peak times.

Financial Operations:

  • Supervise daily billing activities to guarantee precision and efficiency.
  • Establish and enforce billing protocols and policies.
  • Evaluate existing billing workflows and identify enhancement opportunities.
  • Monitor and assess processes using metrics such as lapse days, processing time, billing accuracy, and days billing outstanding (DBO).

Project Management:

  • Develop and mentor the quoted projects team.
  • Oversee the formulation and presentation of quotes and proposals to clients.
  • Continuously assess and refine quoting procedures to improve efficiency and accuracy.
  • Maintain the contracts database, ensuring compliance and conducting audits.
  • Collaborate with the Sales Team to synchronize processes, responsibilities, and deliverables.

Additional Duties:

  • Manage information within the Customer Portal, including safety statistics, financial data, and certificates of insurance.
  • Conduct weekly departmental metrics reporting and analysis.
  • Process accounts payable invoices lacking purchase order numbers.
  • Assist with monthly accruals related to commissions and other expenses.
  • Address and resolve issues with other operational sectors to guarantee service excellence from managed teams.
  • Oversee and review weekly hours worked by staff.

Ideal Candidate Profile:

  • Proven leadership and management capabilities.
  • Experience in business processes and a comprehensive understanding of business operations, particularly in a support context.
  • Demonstrated history of designing and comprehending processes with the ability to implement improvements.
  • Excellent communication skills.
  • Experience in a fast-paced service environment.
  • Self-motivated problem solver with initiative and drive.
  • Degree in Business Administration or Finance.