Manager – Regional Operations Support - Siteworks
About The Position
The Manager of Regional Operations Support oversees regional customer service and operations, ensuring efficiency in order management, backlog resolution, and customer satisfaction. The role drives process improvements, manages escalations, and aligns regional performance with corporate KPIs. It manages execution of customer delivery for demand and fulfillment targets, regional sales backlog, product fulfillment within representative warehouses, and customer relations. The manager partners with the Area Sales Manager and Service Center Operations team to achieve sales targets and customer satisfaction across the region. The role also monitors inventory, oversees product distribution and customer order workflows, resolves shipment issues, and identifies operational inefficiencies. It uses software tools such as Salesforce and Microsoft Dynamics 365 for reporting and training. The position leads and directs others, develops team members, builds engagement, and reinforces accountability through expectations and coaching.
Requirements
- Bachelor's degree or equivalent experience.
- Five years of experience in the field or a related area.
- Detail-oriented and versatile.
- Proficient with data management and strong problem-solving skills.
- Ability to communicate effectively at different levels within the organization and with customers.
- Ability to work independently and in a team environment.
- Proven success leading teams in high-volume, customer-facing operations.
- High energy, drive, enthusiasm, initiative, commitment, and professionalism.
- Extremely strong problem-solving and communication skills.
Nice To Haves
- Experience leveraging analytics, AI, and automation to improve efficiency and customer experience.
Responsibilities
- Oversee regional customer service and operations, including order management, backlog resolution, and customer satisfaction.
- Drive process improvements, manage escalations, and align regional performance with corporate KPIs.
- Manage execution of customer delivery to meet demand and fulfillment targets.
- Manage the regional sales backlog, product fulfillment within representative warehouses, and customer relations.
- Partner with the Area Sales Manager and Service Center Operations team to deliver sales targets and regional customer satisfaction.
- Monitor inventory levels to manage expenses, minimize loss, and maximize revenue.
- Ensure goods are dispatched on time, to the correct destinations, and in expected quantities.
- Manage product distribution to maximize efficiency, quality, and customer service at the least possible cost.
- Oversee customer order workflows and resolve shipment issues with Operations teams.
- Identify operational inefficiencies with the Operations team.
- Use software tools such as Salesforce and Microsoft Dynamics 365 for reporting and training.
- Handle escalations and improve the customer experience.
- Lead and direct the work of others; develop team members, build engagement, and reinforce accountability through clear expectations and coaching.
Benefits
- Competitive salary
- Medical, dental, and vision insurance
- Short-term disability and long-term disability insurance
- AD&D and life insurance
- Matching 401(k) contribution
- Health Savings Account
- Up to three weeks of starting vacation, which may increase with tenure
- 12 paid holidays
- Annual bonus eligibility
- Educational reimbursement
- Matching Gift Program
- Employee Stock Purchase Plan with discounted company stock
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What This Job Offers
Job Type
Full-time
Career Level
Manager
