The Operations Manager is accountable for taking customer requests and developing and executing an operational plan to meet or exceed expectations. Key operations of the role include work order life cycle management, customer and service provider relationship management and field employee relations. The Operations Manager is responsible for leading a team of Operations Coordinators to ensure year over year profitable growth through superior execution of the accounts KPIs, management of the budget, and overall operational excellence.
Talent management: be a driven leader, mentor, and coach
Prioritization: Manages and coordinates multiple projects/assignments simultaneously
Attention to Detail: Strong attention to detail
Goal Oriented: Remains focused on goals and leverages resources to attain goals
Risk Management: Takes thoughtful risks
Project Lead: Lead internal projects
Problem Solving: Assesses situations quickly
Process Improvements: Ability to strengthen and improve efficiency of work processes
Networking: Ability to make connections easily
Time Management: Dedicates appropriate time to priorities
Communication: Conveys information in a clear, concise manner
Analytical: ability to compile, summarize, analyze, report and action data
5+ years of related experience
Strong working knowledge of Microsoft Office applications
CRM experience a plus
Embrace technology including ability to gain working knowledge of software applications quickly
Good to have:
Bachelor's degree preferred or equivalent work experience
Facilities maintenance experience preferred
Business travel when required to support account and new business growth
Perks:
Health, dental and vision coverage on day 1
Dollar-for-dollar 401K match up to 4% of salary with immediate 100% vesting
Paid Primary and Secondary Caregiver leave
Employee Assistance Program to assist with everyday challenges
Paid time off to volunteer
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Description
Title: Operations Manager
Reports To: Team Lead or Operations Leader
Department: GTM
Location: Cincinnati, OH
Position Status: Salary Exempt
About DMG:
Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.
We are leading the way with our technology, creating world-class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.”
DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.
Job Summary:
The Operations Manager is accountable for taking customer requests and developing and executing an operational plan to meet or exceed expectations. Key operations of the role include work order life cycle management, customer and service provider relationship management and field employee relations. The Operations Manager is responsible for leading a team of Operations Coordinators to ensure year over year profitable growth through superior execution of the accounts KPIs, management of the budget, and overall operational excellence.
What You'll Do:
Operational Execution - Establish and continually update an operations plan to meet client requirements/KPIs, including a workflow or case management process, required workforce, service coverage (work shifts/schedules), and process improvements including technology investments. The Operations Manager is the #1 Customer facing operations person and therefore must be available, proactive and solutions oriented. (Measured by year over year Net Income growth, quarterly review of performance of key operational and customer competencies).
Obsession with Customer/Provider Service & Satisfaction - Lead based on our Mission, Vision, and Brand Promise and practice The Basics by providing uninterrupted peace of mind through sustainable relationships and inspired team members and bring peace of mind, work verification, urgency and value to every FM (Facilities Maintenance) solution through industry-leading technology, innovation, and service. (Measured by customer scorecard & provider surveys).
Talent Manager Expertise - Build, lead and coach an effective service delivery team of operation coordinators with guidance from the Team Leader. Clearly define roles, objectives and goals. Manage talent resources by making recommendations to the Team Leader on hiring, developing, retaining and terminating decisions. Inspire and engage team members. (Measured by retention and engagement surveys).
What You Need:
Talent management: be a driven leader, mentor, and coach. Demonstrate ability to lead an organization and coach team.
Prioritization: Manages and coordinates multiple projects/assignments simultaneously and completes tasks accurately and timely.
Attention to Detail: Strong attention to detail without losing the big picture.
Goal Oriented: Remains focused on goals and leverages resources to attain goals.
Risk Management: Takes thoughtful risks knowing that taking a risk is often better than not acting at all. Aligns risk management plans with Team Leader.
Project Lead: Lead internal projects, collaborate on solutions with the Field and assist with Top-to-Top meetings with senior customer ranks. The Operations Manager must inspire confidence and trust of their team, the Field Organization, and the Customer.
Problem Solving: Assesses situations quickly, reviews options, recommends solutions to Team Leaders
Process Improvements: Ability to strengthen and improve efficiency of work processes while meeting Customer KPIs within Budget thresholds.
Networking: Ability to make connections easily to build client and service provider portfolio.
Time Management: Dedicates appropriate time to priorities, not easily distracted, and follows-up appropriately.
Communication: Conveys information to internal and external stakeholders in a clear, concise manner. Uses written and verbal communication appropriately.
Analytical: ability to compile, summarize, analyze, report and action data.
5+ years of related experience. Bachelor's degree preferred or equivalent work experience.
Position demands being on call 24/7 during peak times.
Requires background in management of operational teams who ideally provide services, ideally in a sales industry or service provider industry. ?
Desired candidate has experience working directly with the customer and managing employees who provide service, troubleshoot, and make decisions.
Facilities maintenance experience preferred but not required.
Strong working knowledge of Microsoft Office applications - Excel, Word, PowerPoint, SharePoint, Teams, and Outlook. CRM experience a plus.
Embrace technology including ability to gain working knowledge of software applications quickly.
Business travel when required to support account and new business growth.
Enthusiastic, competitive, resilient, dynamic, and engaging personality. Loves to interact with customers and is unafraid of rejection. Has an equal blend of patience and assertiveness. Maintains a professional demeanor when managing stressful situations. Has passion and desire to excel, be the best and win.
Ability to manage the stress of a fast-paced environment.
Ability to meet the in-person requirements of the team and/or business needs.
What You'll Get:
At DMG, you’ll be part of an amazing team that encourages learning, growth, and advancement. Our company has an entrepreneurial spirit that rewards self-starters and encourages employees to take charge of their own careers.
Some of our many benefits include:
Health, dental and vision coverage on day 1.
Dollar-for-dollar 401K match up to 4% of salary with immediate 100% vesting.
Paid Primary and Secondary Caregiver leave.
Employee Assistance Program to assist with everyday challenges.
Paid time off to volunteer.
Divisions Maintenance Group is an equal opportunity employer.
