Key Operations Manager
Description
As an Operations Key Manager your essential job functions include:
Leadership: (40%)
- Lead and inspire a team of key service professionals to ensure a customer-centric mindset and adherence to service standards.
- Monitor and evaluate team performance, providing constructive feedback and implementing strategies for continuous improvement.
- Drive a culture of excellence in service delivery to meet and exceed customer expectations.
- Address customer concerns and implement corrective actions as needed.
- Implement training programs to enhance the skills and knowledge of the service team, fostering a culture of continuous learning.
- Lead and supports implementation of Key strategy initiatives with National Key Ops team.
- Participate in R&D projects to enhance DW’s technical capabilities.
- Create a positive, productive working environment consistent with Dent Wizard’s Core Values.
- Identify value-added customer solutions.
Operational Efficiency: (30%)
- Optimize service processes and workflows to enhance efficiency without compromising quality, ensuring timely service delivery.
- Effectively manage resources, including personnel, equipment, and supplies, to achieve optimal service delivery.
- Maintain open and effective communication channels within the team and collaborate with other departments to ensure seamless operations.
- Establish and enforce quality standards to guarantee consistency and excellence in service offerings.
- Responsible for budget adherence, cost control, and identifying opportunities for cost-saving measures.
- Stay informed about industry trends, customer preferences, and competitor activities to make informed decisions for strategic planning.
Sales and Business Development: (10%)
- Partner with Sales to capitalize on large scale opportunities within the market.
- Build and solidify relationships with key customers and network to initiate relationships with prospective customers.
- Drive results through sales and negotiation, creating win-win solutions for the customer and Dent Wizard.
Administration: (10%)
- Direct inventory process via cycle counts and physical inventories.
- Continuously evaluate and identify supply cost control measures, including inventory control best practices within the key line of business.
- Support new employee orientation and customer relationships to provide a positive onboarding experience.
- Ensure knowledge of pricing for all services at assigned customer locations and ensure concerns are escalated to the AOM.
Operations Coordination: (10%)
- Coordinate with Division team to ensure DW is meeting/exceeding customer SLAs for cycle time.
- Serve as subject matter expert to support technician development and address/solve issues as they arise.
- Promote communication with customers to maintain open lines of communication ensuring all operational objectives are met.
- Ensure adequate coverage for vacations, as well as emergency/unplanned assignments on an as needed basis.
Other Duties as Assigned
Competencies Required
- Key Technical Knowledge
- Coach Key Technicians
- Results Orientation
- Creativity
- Initiative
- Apply Knowledge
Position Requirements
- 5+ years of proven leadership/influence experience in a mobile environment where employees are dispersed geographically
- Ability to manage, forecast and coordinate key tech resources to maintain key production.
- Proficient in key duplication/key cloning process and programming
- Full knowledge of key types and key parts
- Ability to manage through conflict resolution with customer operations manager
- Demonstrated organizational skills with the ability to manage multiple projects simultaneously
- Up to 70% travel throughout assigned Division may be required
Physical Job Requirements
- Continuous viewing and data input into a computer.
- Ability to lift up to 40 lbs. occasionally.
- Frequent walking, standing, lifting, bending, squatting.
The compensation offered for this position will depend on qualifications, experience, and geographic location. The starting base salary is expected to be between $82,000 and $110,000 annually. The total compensation package may also include commission or bonus. We offer a competitive & comprehensive benefit package including: paid time off, medical, dental, vision, and 401k match (50% on the dollar up to 7% of employee contribution).