Operations Manager - Auto Glass Replacement

Salaried/Skilled Trades NSG Group•Salem, NH

18h•Onsite

About The Position

The Service Delivery Manager (SDM) is responsible for the operational aspects of their local Service Center, focusing on maintaining and acquiring customers in a customer-focused environment. This role involves leading a team and collaborating with various departments such as Supply Chain, Human Resources, Procurement, Quality, Safety, and Finance. The SDM's key responsibilities include fostering a safety-first culture, driving employee engagement and satisfaction, meeting financial and operating objectives, and ensuring high levels of customer satisfaction. This includes reinforcing safety, driving quality and engagement, supporting sales, and managing operational profit. The role requires continuous customer engagement to understand and exceed expectations, supporting new business development, and growing the client base for Afterglass Replacement North America (AGRNA), with a focus on 'Tailgater' customers. The SDM will manage local resources to meet sales and margin targets, optimize costs, and focus on customer and employee retention and development. This includes maintaining staffing levels, hiring, training, monitoring performance, conducting reviews, and assisting staff with overcoming obstacles. The position also ensures adherence to Japan Sarbanes Oxley (JSOX) and Quality Management System (QMS) standards, manages inventory according to business and JSOX procedures, and ensures Key Performance Indicators (KPIs) are met through team management and performance reviews, including variance analysis and gap closure responses. The role requires meeting annual operational and financial goals and adhering to NSG/Pilkington Standards of Business Conduct. The scope includes oversight of the Salem location and its 13 employees, with daily, weekly, and monthly interactions with the market manager to align cost categories with the budget, and full responsibility for inventory and asset control.

Requirements

Strong leadership, interpersonal, verbal, and written communication skills required.
Required proficiency with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, and Internet Explorer).
Strong focus on Customer while meeting operational objectives.
Familiarity with computer-based inventory control systems.
Proficiency in the English language (verbal and written)
Proactive, innovative problem-solving skills.
High energy, self-starting individual with ability to balance multiple priorities simultaneously.
BS/BA degree and 3 years supervisory experience or 5+ years’ supervisory experience without degree or significant experience (7+years) with Aftermarket Glass Replacement industry along with demonstrated leadership abilities required.
Without assistance, must be able to lift up to 70 pounds.
Ability to operate a forklift, order picker, and basic hand tools.
Must Have valid driver’s license.
Must have and maintain acceptable MVR (Motor vehicle report) as defined by safety requirements.

Nice To Haves

Previous Pilkington North America or glass industry experience.
SAP or similar experience

Responsibilities

Re-enforce a safety-first mindset and ensure regulatory compliance.
Drive initiatives and a culture that delivers service quality, Employee engagement, Sales, and Managing Operation profit (“MOP”).
Continuously engage with customers to understand the needs of the Customer and develop and execute actions to meet and exceed these expectations.
Support the development of new business as well as grow the number of clients for After glass replacement North America (“AGRNA”) with a specific focus on ‘Tailgater’ Customers
Manage local resources to meet or exceed Service Center sales targets and margin targets as well as manage costs to optimize efficiency.
Focus on the retention and development of Customers and Employees.
Maintain staffing requirements, hire, and train new staff in line with the annually approved operating plan or agreed exceptions to this plan.
Monitor staff performance, oversee employee goal and objective setting.
Conduct mid-year and year end performance reviews.
Assist staff in overcoming obstacles to accomplishment of work objectives.
Ensure current business processes are delivered in line with the Japan Sarbanes Oxley (“JSOX”) and Quality Management system (“QMS”) and propose changes for improvement to Line Manager.
Ensure inventory is managed in line with Business and JSOX procedures and guidelines.
Manage their respective teams to ensure KPI's are met and participate in periodic performance reviews and be prepared to provide variance analysis for their Service Centers as well as gap closure responses relating to operational and financial measures.
Meet annual operational and financial goals and objectives for the Service Center.
Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles.
Other duties as assigned by Manager.