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**Executive Director of Operations**, **Director of Service Operations**, **Service Operations Manager**

2 months ago

Las Vegas, Nevada, United States National Indoor RV Centers Full time
About the Role

We are seeking a highly skilled and experienced **Executive Director of Operations** to lead our North Las Vegas, NV location. As the **Director of Service Operations**, you will be responsible for driving revenue growth, developing strategic initiatives, and managing a cross-functional team to achieve success in a new startup market.

Key Responsibilities:
  • Lead the location with executive-level business acumen and exceptional communication skills, ensuring alignment with company objectives.
  • Take ownership of the Profit and Loss (P&L) statement and provide overall leadership for the site, meeting service hours, sales deliveries, F&I gross margin, and sales targets while collaborating closely with Sales Leadership to achieve sales goals.
  • Oversee and manage the daily operations of the RV service department, including scheduling and management of service technicians, assigning work orders, and ensuring timely completion of service requests.
  • Develop and implement service policies and procedures to ensure consistent and high-quality service to customers, maintaining a strong focus on customer satisfaction.
  • Oversee parts ordering needs and supplies for the service department and maintain accurate inventory records, ensuring efficient operations.
  • Ensure all service technicians are properly trained and equipped to perform their job duties, promoting a culture of continuous learning and improvement.
  • Monitor service quality to ensure customer satisfaction and respond promptly and professionally to customer inquiries and complaints, maintaining a high level of customer relationship management.
  • Develop and manage the department budget, including forecasting revenue and expenses, and controlling costs, ensuring financial stability and growth.
  • Champion an impeccable customer experience, maintaining strong customer relationship management practices, and lead, mentor, and motivate location employees to cultivate a positive organizational culture.
  • Collaborate with cross-functional teams to optimize operational efficiency and customer satisfaction, promoting a culture of teamwork and collaboration.
  • Maintain proficiency in sales and service-related systems and processes, staying up-to-date with industry trends and best practices.
  • Develop and implement promotional activities and events to attract new customers, driving business growth and expansion.
  • Manage inventory levels and work with the parts and service departments to ensure timely delivery of RVs to customers, ensuring seamless operations.
  • Ensure compliance with all legal and ethical sales practices, maintaining a high level of integrity and professionalism.
  • Uphold workplace safety guidelines and promote a culture of safety awareness, ensuring a safe and healthy work environment.
  • Continuously learn about the business landscape, identifying opportunities for growth and addressing challenges proactively, driving business success and expansion.
Qualifications:
  • 7-10 years of relevant experience as a leader, building and retaining teams, managing operations in excess of $10 million in sales.
  • 5+ years of experience managing a P&L with proven ability to analyze KPIs and drive performance improvement.
  • Minimum of 3-5 years of service experience in RV service or a related field (automotive).
  • At least 5 years of supervisory experience.
  • Prior experience in RV/Automotive sales or a related field, with a proven track record of achieving sales targets.
  • Bachelor's degree in business administration, management, or a related field is strongly preferred, or equivalent work-related experience.
  • Previous leadership experience, building or managing a team in a startup environment is preferred.
  • Hands-on leader interested and experienced in developing team members.
  • Demonstrated success providing an impeccable customer experience and customer relationship management.
  • Proven ability to establish credibility and communicate effectively with cross-functional partners.
  • Ability to synthesize information to drive decision making and see the big picture while effectively managing details.
  • High degree of professional credibility, including responsiveness, business focus, integrity, ethical standards, acumen, and ability to prioritize across competing demands.
  • Excellent written and verbal communication and presentation skills, with a demonstrated ability to communicate challenges and opportunities concisely and clearly.
Working Conditions:
  • The role will require evening and weekend work to accommodate customer needs, ensuring flexibility and adaptability.
  • Travel may be necessary to attend industry events or meet with manufacturers, promoting business growth and expansion.
  • The work environment can be fast-paced and demanding, necessitating the ability to perform under pressure effectively, maintaining a high level of productivity and efficiency.
  • May require extended periods of computer exposure, ensuring proficiency in technology and systems.
  • The majority of working hours will be spent in a temperature-controlled office setting, maintaining a comfortable and productive work environment.
  • Light physical activity such as walking and standing required, ensuring physical fitness and mobility.
  • The job requires clear vision and ability to use computers, ensuring visual acuity and dexterity.
  • May work nights, weekends, and holidays, if the organization operates extended hours, ensuring flexibility and adaptability.
What We Offer:
  • Medical, Dental, and Vision benefits available, ensuring comprehensive health and wellness.
  • Voluntary Supplemental benefits (STD, LTD, Life, Accident, Critical Illness), providing additional support and security.
  • 401K, promoting retirement savings and financial security.
  • Over 100 hours of PTO in the first year, ensuring work-life balance and flexibility.
  • Four paid Holidays and 40 hours of Floating Holiday, promoting relaxation and rejuvenation.
  • Industry-leading pay, ensuring competitive compensation and benefits.
  • Brand new facilities, providing a modern and comfortable work environment.
  • Advancement opportunities, promoting career growth and development.