Operations Manager-Hartford, CT

Lifeway Mobility•Hartford, CT

About The Position

The Operations Manager supports the sales, installation, and service teams in delivering a five-star customer experience, with team and customer safety as the top priority. The role coordinates timely and accurate support, lead follow-up, productivity planning, inventory and spending management, and team performance against regional priorities and company values. The manager supervises local and regional field technicians and installation and service coordinators. They support day-to-day problem-solving, track key performance indicators, improve department processes, hire and develop team members, deliver training, address team-member concerns, and manage performance through coaching, reviews, and recognition. They also help set and monitor operational priorities and lead continuous improvement. The role works with installation and service coordinators to schedule, prioritize, dispatch, and track work; supports service-call intake, payment collection, technician communication, billing, and timely customer estimates. It uses company tools and dashboards to ensure equipment, parts, and materials are available for scheduled jobs; tracks job costs, purchasing, vendors, invoices, inventory, and warehouse organization. Additional duties include managing accounts receivable and past-due accounts, securing required permits, maintaining vendor pricing, managing fleet records and upkeep, coordinating buildings and assets, ensuring compliance, and maintaining knowledge of industry regulations and best practices. The position is based in an office environment, with computer work for most of the workday and appropriate rest periods. It may require lifting, pushing, or pulling equipment and materials, operating a forklift, and traveling to company locations as needed.

Requirements

Team leadership, customer service, organizational, computer, process and procedure, and goal-setting skills.
Strong interpersonal skills and the ability to communicate effectively with teams throughout the organization.
Excellent leadership and decision-making skills.
Excellent oral and written communication, presentation, and project-management skills.
Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
Ability to drive a forklift.
Ability to operate a computer for most of the workday with appropriate rest periods.
Ability to lift, push, and/or pull equipment and materials.
Ability to travel to company locations as needed.

Nice To Haves

Supervisory experience.
Construction management experience.
Customer home sales or operations experience.
Experience related to the healthcare product industry.
Operations or project management experience.

Responsibilities

Supervise local and regional field technicians and installation and service coordinators.
Support team members with day-to-day problem-solving and troubleshooting, and foster continuous improvement.
Track key performance indicators and use processes and systems to improve department performance.
Screen, hire, train, and develop team members; plan and deliver new-hire and ongoing training.
Address team-member questions and concerns and manage performance through reviews, coaching, counseling, and recognition.
Set operational priorities aligned with regional priorities, monitor performance, communicate progress, and lead improvement planning.
Coordinate schedules, assignments, priorities, target dates, triage, and dispatch with installation and service coordinators.
Support service-call requests, upfront payments, communication with service technicians, and applicable billing for parts, labor, and inventory.
Work with coordinators and sales to ensure estimates are generated and sent to customers promptly.
Use company tools and dashboards to ensure equipment, parts, and materials are available for scheduled jobs.
Identify and track job costs, including equipment, freight, permits, materials, subcontractor costs, and other direct expenditures.
Manage vendor relationships, purchase orders, equipment and parts orders, receipt verification, invoice pricing, and discrepancies.
Track daily inventory movements and maintain accurate records of stock, job-assigned items, non-stock items, parts, and rental assets.
Maintain an organized and tidy warehouse.
Track and manage accounts receivable, contact past-due accounts, and keep the General Manager informed.
Secure required permits before new jobs begin, as required by code or ordinance.
Update vendor pricing to ensure accurate purchase costs.
Manage fleet repairs, records, preventive maintenance, and cleanliness.
Ensure compliance with applicable laws, regulations, and company policies.
Manage buildings, warehouses, and assets, including receiving, staging, product organization, inventory, supplier invoices as needed, and assigning product to job-cost summaries.
Maintain current knowledge of industry regulations and best practices and perform other duties as required by the business.
Operate a forklift and travel to company locations as needed.