Vice President of Operations

JOB DESCRIPTION

Job Title:            Vice President of Operations 

Department:       Admin/Operations

Reports to:         President

Date:                   April 21, 2023

FSLA Status:       Exempt  

Summary: This position is primarily responsible for managing regional direct staff members in sales, service, installation, warehouse, fleet, call center and dispatch and contributing to strategic planning and development as a member of the executive team and to meet agreed organizational performance plans within agreed budgets and timelines.

Perform and produce based on company core values.

                                       Uncompromised Customer Service           Unwavering Accountability

                                                Contagious Positive Culture                        Collaborative

Utilize the Core Focus of Company

Earning the Right to be Recommended

Core Roles & Responsibilities:

• Lead, Manage, Accountability
• Achieve All Ops. Metrics
• Create & FBA All Ops. Processes

Responsibilities:

• Manage staff and maintain the highest customer satisfaction and employee engagement levels.
• Set individual goals and KPIs for all staff positions with financial responsibilities. 
• Monitor staff performance to ensure that daily revenue and sold-hour goals are met.        
• Show employees how their individual contributions matter to the company’s success.  
• Communicate clearly, show recognition, and build rapport with employees. 
• Monitor employee engagement levels and know how to promote a healthy work environment. 
• Train and advise staff members on how to win new referrals and gain repeat business.
• Establish customer satisfaction metrics, evaluate performance, and coach staff to success.
• Build a plan for escalating customer complaints that results in quick, favorable resolutions. 
• Manage annual budget, control expenses, and meet or exceed plan. 
• Ensure sufficient staff levels to meet ongoing customer demand and seasonal spikes.
• Promote enthusiasm and brand loyalty during daily huddles, team meetings and 1:1’s.
• Conduct operations meetings with key managers to increase productivity levels. 
• Formalize a coaching and training platform that’s consistent, effective, and measurable. 

• Shape company culture by living out agreed upon values, specifically ethics and integrity
• Ensure activities meet with and integrate with organizational requirements for quality management, health and safety, legal stipulations, environmental policies and company policies and vision
• Define and monitor customer service and productivity performance of all departments
• Develops and implements company policy, process and procedure as approved by President

SUPERVISORY RESPONSIBILITIES:

COMPETENCIES for Success:

To perform the job successfully, an individual should demonstrate the following competencies:

• Conflict Resolution - Approaches conflict or issues as they arise in a thoughtful manner. Demonstrates effective listening skills and moves forward with steps to resolve.
• Decision Making - Applying sound business judgment in all decisions, seeking input from others and takes thoughtful approach when considering options.
• Employee Management - Defines responsibilities, individual performance expectations. Creates engagement of employees through proper motivation, delegates well, and rewards appropriately. Offers feedback, coaches employees appropriately, rewards employees wisely, takes mentoring role, challenges and develops employees. Utilizes group or one on one communication to keep team or individuals on track to reach department or individual goals.
• Mentors & Coaches - Recognizes strengths in others. Provides timely guidance and feedback to help others develop knowledge and skills in order to accomplish tasks or troubleshoot issues.
• Leadership - Provides strong leadership, sets a good example, skilled decision maker, motivator, encourager.
• Problem Solving - Strives to understands contributing factors, works to resolve complex situations.

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Develop a proven track record in operations
• Ability to inspire and lead others to attain company goals. 
• Highly organized with exceptional follow-through abilities. 
• Strong verbal and written communications.
• Quick, sound decision-making abilities. 
• Good presentation and public speaking skills is a plus.
• Ability to build trust and demonstrate empathy.   
• Excel in a fast-paced, goal-driven environment. 

EDUCATION and/or EXPERIENCE:

• Master's degree (M. A.) or equivalent.
• Or four to ten years related experience and/or training. 
• Or equivalent combination of education and experience.

LANGUAGE SKILLS:

• Must be able to speak English well enough to communicate clearly to customers, vendors, managers, and co-workers.
• Must be able to read and understand English.
• Must be able to write in English using proper grammar and punctuation.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and to talk or to hear.
• The employee is frequently required to reach with hands and arms.
•  The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch. 
• The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Typical workweek is eight (8) to ten (10) hour workdays five (5) days per week with some weekend work, as well as early and/or late weekday meetings with staff personnel as needed.  
• This position may deal with aggressive personalities in a highly competitive industry and will be stressful. 
• The noise level in the work environment is usually moderate.

 Statement of the Position Holder:

I accept the accountabilities of this position and agree to produce the result, perform the work, and meet the standards set forth in this position contract.

___________________________          __________________________          __________

Employee Name                                      Employee Signature                           Date