Optimal Repair Operations Manager

5 days ago

Peoria, Illinois, United States Maui Jim Full time

We are seeking a highly skilled Optimal Repair Operations Manager to join our team at Maui Jim. As a member of our Repair Department, you will play a critical role in ensuring the highest level of quality and customer satisfaction.

About Us

At Maui Jim, we pride ourselves on our unique culture, well-known brand, and commitment to employee growth and development. Our inclusive, collaborative, and high-touch work environment values the contributions of every member of our 'Ohana. We strive to develop our leaders who, in turn, empower their teams to reach their full potential, all while focusing on exceptional customer service.

Our Repair Department is dedicated to resolving all issues and sunglass repair inquiries to exceed customer satisfaction. As an Optimal Repair Operations Manager, you will oversee the daily operations of the department, ensuring that repairs are completed efficiently and effectively. Your primary responsibilities will include:

Key Responsibilities
  • Continuously seek improvement in every aspect of the position and departmental functions and processes. Identify and solve problems, recommend, and implement process improvements.
  • Track and monitor daily repair production. Analyze and prepare reports to monitor productivity. Provide feedback to Repairs Manager and employees.
  • Implement and manage a quality control spot check program with department team leads on completed work. Provide constructive feedback and training to department team leads as needed.
  • Coordinate and organize staffing schedules for the Repair Department.
  • Assist with the training of employees on department standards, repair process, and procedures.
  • Resolve supervisor-level customer complaints, calls, and inquiries.
  • Serve as a go-to person for Repair Tech Leads and inquiries and questions. Serve as a referral resource for customer service calls, including problem resolution.
  • Monitor tracking of lost or missing departmental repairs through the Internet and computer system.

Additional responsibilities may include developing and working with department leads to provide support and training for their teams to evaluate sunglass repair performance and follow-up with new and existing repair technicians for all on-going and new product training needs.

Requirements

To be successful in this role, you will need:

  • A minimum of 2 years supervisory experience.
  • 2 years hands-on frames repair experience.
  • High school graduate or equivalent, with 2 years of college preferred.

In lieu of education, extensive training in frames repair and 2 years of supervisory experience are preferred. Additionally, you should possess:

  • The ability to lead a team.
  • Outstanding customer service skills.
  • The ability to work independently.
  • Dependable, responsible, high integrity.
  • Excellent verbal and written communication skills.
  • Microcomputer experience, including Microsoft Excel and Word.
  • Strong business and organizational skills.
  • Software experience.
  • The ability to evaluate and repair sunglasses.

This is a salaried position, paying approximately $70,000 per year, depending on experience. The ideal candidate will have excellent leadership and problem-solving skills, with the ability to work collaboratively with the team to achieve outstanding results.

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