Job Description

The Operations Manager is responsible for the overall success of a American Window Film office, covering an assigned territory. Lead a team of talented window film installers and ops staff, coordinate sales team activity, plan and schedule jobs and keep the office running smoothly while maintaining outstanding customer service and financial health. The role requires a high level of organizational skill, a passion for supporting a team of talented installers to get their work done efficiently, and familiarity with online tools. Lead a positive team environment, interact with customers, and organize multiple work streams simultaneously.

Job Responsibilities

People Management

• Supervise a team of window film installers by creating a supportive environment, providing feedback on work output, and conducting annual reviews
• Identify and organize opportunities for team members to grow including training and out-of-town work
• Identify employee concerns and apply appropriate coaching, counseling, and disciplinary actions
• Collaborate with sales leadership to manage the sales team assigned to the office
• Manage recruiting efforts for open office positions

Job Management

• Schedule installation activity accurately using online tools including CRM, and in-house software, balancing factors including customer’s desired delivery date, installer skill and availability, job site requirements, and materials availability
• Ensure the correct film is available for the job by accurately managing inventory, collaborating with other offices, and placing timely orders with suppliers
• Understand site access requirements and organize access equipment like scissor and boom lifts
• With support from the corporate contracts and insurance team, prepare and submit pre-job paperwork including safety and access plans
• Accurately complete and submit job progress and job completion paperwork based on customer requirements
• Oversee the submission of warranty registrations with suppliers as invoices are paid

Customer Service

• Model and develop a culture of outstanding customer service with a focus on making the process of working with American Window Film easy for our customers
• Work with the Ops Assistant to ensure that customer phone calls and emails are responded to with a sense of urgency in a friendly and professional manner
• Support the work of the Estimators by creating new job records and entering pertinent information and scheduling estimates as leads are received via the internet and phone
• Help update deal information throughout the job lifecycle

Financial Management

• Own the financial performance of the office by focusing on job profitability and managing controllable costs while balancing a culture that puts the customer first
• Create accurate and timely billing and commission statements including progress billing for longer jobs
• Support the management of film inventory ensuring job consumption and monthly checks are accurate and timely
• Support the management of company vehicles ensuring regular maintenance is conducted and regularly conducting cleanliness and mileage checks

Qualifications

• Previous experience effectively managing people and overseeing daily operations
• Passion for responsive and friendly customer service
• Effective organization of multiple concurrent activities
• Diligence to support the team throughout the job process
• Strong written and verbal communication skills
• Familiarity working with online tools like g-suite and CRM tools
• Knowledge of window film and installation methods is a plus but training will be provided

Benefits & Perks

• Competitive monthly and quarterly bonus program
• Paid Time Off plan for full time employees
• Medical, Dental, Vision, and more *For eligible employees
• 401(k): American Window Film will match 3% of what you contribute
• American Window Film Perks:
• Family & Friends Day - take an extra day off and get $300 to spend time with family and friends.
• People Helping People - take an extra day off to help someone out or contribute to a worthy cause
• Fitness, Health and Wellness allowance - get $250 towards any health and wellness activity
• We not me time - get $300 when you spend time with a co-worker outside of work

*perks subject to terms and conditions and may change at any time

PAY RANGE: $60,000-$70,000/yr + quarterly bonus

Our Core Values

• Create Loyal fans - We create an environment that people love
• Authenticity Matters - Trust is built one job at a time
• Be Excellent Together - We support our teammates
• We Embrace Change - How we got here today is not how we will get there tomorrow

American Window Film provides equal employment opportunity to all applicants and employees without regard to race, color, religion, sex, sexual orientation, age, national or ethnic origin, veteran or military status, disability, as well as any other protected status under the law.

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