Market Installation Manager

Express Flooring•Austin, TX

16d•$80,000 - $90,000•Onsite

About The Position

The Market Operations Manager is a leadership role that oversees day-to-day installation operations, ensuring consistent delivery of high-quality service to Express customers. The role is responsible for leading the coordination and execution of installation activities in an assigned region, enforcing policies and procedures to ensure contractual obligations are met and effectively collaborating with cross functional business units to ensure our customers receive the highest level of customer support & satisfaction possible. Also responsible for managing and cultivating a network of installation contractors, ensuring fulfillment of contractual obligations to our customers as well as applicable warranty coverage. Applicants for this role should possess excellent verbal and written communication skills, an entrepreneurial spirit, have a heightened sense of ownership and be efficient and effective at prioritizing tasks. This role requires a high degree of accountability and will require an individual skilled in problem solving and leadership in a high growth environment.

Requirements

Bachelor’s degree and 7+ years (10+ years in lieu of bachelor’s degree) of experience in operations
5+ years prior experience managing an hourly labor force
5+ years direct operations experience
Experience delivering service to customers/consumers through independent contractors
Experience recruiting/growing a network of contractors/service providers, building strong relationships
Leadership and team development abilities
Demonstrates excellent problem solving/issue resolution skills
Demonstrate excellent written and verbal communication skills
Demonstrates excellent problem solving/issue resolution skills
Ability to stay calm and rational under pressure
Must have a high level of attention to detail and excellent time management skills
Proficiency in Microsoft Office products and CRM (Salesforce, MSFT, NetSuite)

Nice To Haves

Flooring experience preferred but not required

Responsibilities

Supervise, plan and coordinate installation operations
Manage service delivery/quality of installations in assigned market
Effective dispatch/scheduling of jobs/customer installations
Manage and support Installation Coordinator/s
Manage/cultivate/grow a robust network of installation contractors to include performance management and top-grading network to ensure high quality service delivery
Respond to and resolve customer installation issues
Conduct customer/contractor quality job-site inspections
Assist in recruiting/hiring/onboarding of new team members.
Resolve warranty requests, customer issues or concerns to ensure complete satisfaction
Staff development in areas such as training, technical skills, safety, and performance management.
Manage resources appropriately to ensure effective team performance and achieve goals.
Identify and resolve technical, procedural and equipment issues that hinder warehouse operations.
Perform clerical duties associated with, but not limited to, field technician paperwork, personnel evaluations, and expense report
Assist in recruiting/hiring/onboarding of new team members.
Complete annual performance reviews and provide professional development opportunities.
All other duties as defined by your supervisor

Benefits

Comprehensive medical, dental, and vision plan options
Health Savings Account (with HDHP enrollment)
Health & dependent care flexible spending accounts
Company-paid basic life insurance
Voluntary supplemental life insurance
Company-paid short-term disability insurance
Voluntary long-term disability
Company-paid Accident and Hospital Indemnity
401(k) with company match (Pre-tax & Roth options)
Paid PTO, bereavement leave, and maternity leave
7 company-paid holidays
Employee Assistance Program (EAP)
Full compensation packages are based on candidate experience and relevant certifications.