Operations Manager

Operations Manager Job Description   

Title: Operations Manager   

Location: Cincinnati, OH 

Department: National Account   

About DMG:    

Divisions Maintenance Group provides best-in-class facility maintenance services for commercial and residential multisite organizations nationwide.   

DMG is an essential partner to the success of our customers and technicians. We offer a dedicated team for every facility need, local field support, 24/7 coverage year round, tailored products and a customer first commitment— delivering uninterrupted peace of mind.   

DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits. We have opportunities at our corporate office in Cincinnati as well as field offices around the country and remote workers across the globe.    

Job Summary:    

The Operations Manager is the acting COO for their assigned account/segment and reports to the Team Leader (CEO). They share the Team Leader’s year-over-year expectation to profitably grow their account/segment and co-owns this objective by ensuring supper execution of the account KPIs, management of the operational P&L/Budgets and effective leadership of the National Account Coordinators and Account Executive Training.    

Requires background in management of large operational teams who provide services, ideally in a sales industry or service provider industry.  Desired candidate has experience working directly with the customer as well as managing employees who provide services, troubleshoot and make decisions. An ideal candidate is one who managed a team who executed sales or contract services (versus someone who lands the sales and makes the deals).     

What You’ll Do:    

• The Operations Manager role is a “hands-on” manager – responsible for translating client’s requirements/KPIs into workflow processes, training staff in how to effectively and efficiently execute the processes, and continually improving those processes.  
• Establish and continually update an operations plan to meet client requirements/KPIs, including a work flow or case management process, required manpower, service coverage (work shifts/schedules), ands process improvements including technology investments.  
• Build an effective service delivery team, including clearly defining team member roles, expectations, and making recommendations to the Team Leader on all staffing decisions (hire, fire, promote, re-deploy, etc.)  

• Work collaboratively with the field to meet client expectations/service requirements, or finding alternative channels for provider sourcing to serve their clients when field engagement is impractical (e.g., interior calls)  
• Build relationships with Trade Coordinators/Property Managers within accounts supported, positioning oneself as the “go to person” for service problems or issues not resolved by their direct reports  
• Create daily tracking reports of service delivery, share results throughout the team, and coach accordingly  
• Provide periodic (at least quarterly) service delivery report cards to clients and support NAM/Team Lead presentation. 

What You Need:    

• Bachelors or Master's Degree in Business Management. 
• The Operations Manager must be a driven leader, mentor and coach. The Operations manager must have demonstrated ability to lead an organization and coach less experienced associates.  
• Must be operationally strong and have managed large teams that ideally executed sales and provide support services. 
• Must be articulate and present oneself professionally. 

• The Operations Manager must have a demonstrated ability to strengthen and improve work processes for efficiency while meeting Customer KPIs within Budget thresholds.  
• The Operations Manager must have excellent communication, collaboration and interpersonal skills. The Operations Manager will be called on to lead internal projects, collaborate on solutions with the Field and lead 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. The Operations Manager must continually problem solve.  
• Ideal candidate managed large teams that service and support facilities maintenance contracts once an RFP is won.   
• The Operations Manager is the #1 Customer facing operations person and therefore must be available, proactive and solutions oriented.  
• Possesses and demonstrates a significant sense of urgency.  

• Conscientious.  
• Is a team player and possesses and demonstrates a collaborative approach to working with others 

What You’ll Get:   

• World class training, from an industry icon 

• Performance driven quarterly incentive program (after training) 
• Periodic merit increases based on performance 
• Internal growth opportunities (We pride ourselves on investing in our talent so that we can promote from within) – potential movement to such roles as Lead Operations Coordinator or Operations Manager. 90% of promotions are internal 
• Health, Dental, and Vision coverage 
• 401(k) with company match 

• Company paid cell phone 
• GREAT corporate culture with unique employee perk.

Divisions Maintenance Group is an equal opportunity employer.