Operations Manager

Aventiv•, CA

10d•$109,265 - $124,562•Hybrid

About The Position

The Operations Manager is responsible for directly managing a group or a territory of Field Service Managers and indirectly managing a large team of technicians, administrators and contractors in assigned state or territory. This role will assist and support the Field Service Managers in their duties as they direct the physical installation, maintenance and repair of the company’s tablet/phone products and services in the assigned State. The Operations Manager is responsible for all Securus equipment, services and networks including telecom services, video visitation services, WIFI and tablet services. They are responsible for managing both direct and indirect associates made up of Field Service Managers, Field Service Technicians, Field Service Administrators and Field Service Contractors. This role will manage expenses, capital expenditures and headcount budgets within an annual operating budget, while analyzing ways to reduce operating costs across their assigned State. The Operations Manager is responsible for regional asset management (Truck Stock Quarterly Inventories, Storage Units, Company vehicles, Laptop’s, GPS tracking Etc...). They will be responsible for driving performance objectives in their assigned region. This includes the leading Key Performance Indicators (KPI’s), break-fix SLA response & resolve times, first trip resolutions, truck roll costs, facility costs. The role ensures company goals for customer satisfaction are met throughout the region. The Operations Manager will coach and direct the Field Service Managers to meet the company’s business objectives and create customer loyalty. They will drive continuous improvement based on feedback from customer value, transactional, and installation surveys. (CSAT). The role ensures all activities across their regions are conducted safely in accordance with corporate and industry standards, and ensures top operational capability, performance, and efficiency. Training and coaching team leaders to enhance their skills and knowledge and overall business acumen is also a responsibility. The Operations Manager is responsible for hiring, performance evaluations, improvement plans and being a strong leader focused on providing high service levels and fostering team growth and morale. They will attend onsite meetings to review service performance with customers.

Requirements

Technical background in communications, networks, hardware repairs or applicable related experience.
Knowledge of all Securus products and services.
Knowledge of all positions and resources assigned to the assigned region.
Strong knowledge of Field Operations, inventory management, remote resource management, fleet management, installation, repair, maintenance, vendor management, and customer satisfaction
Strong analytical, organizational, planning, interpersonal, presentation, written and verbal communication skills.
Demonstrated ability to drive KPI’s to improve performance and efficiencies.
Business acumen with the ability to balance customer requirements with business objectives.
High proficiency in Microsoft Office – PowerPoint, Excel, Outlook, and Word.
Ability to travel throughout assigned territory as needed.
Strong Operational experience that is structured, process oriented, and data driven
Ability to work with other departments in resolving customer issues and problems.
High school diploma or GED
5+ years’ experience in a related industry, including 4+ years of Supervisory and Management experience

Nice To Haves

Bachelor’s Degree or equivalent work experience
Vendor Management experience
Experience in managing medium, distributed, cross-cultural remote teams
Previous experience working in correctional industry or telecom

Responsibilities

Responsible for all Securus equipment, services and networks including telecom services, video visitation services, WIFI and tablet services.
Responsible for managing both direct and indirect associates made up of Field Service Managers, Field Service Technicians, Field Service Administrators and Field Service Contractors.
Manage expenses, capital expenditures and headcount budgets within an annual operating budget, while analyzing ways to reduce operating costs across their assigned State.
Responsible for regional asset management (Truck Stock Quarterly Inventories, Storage Units, Company vehicles, Laptop’s, GPS tracking Etc...)
Responsible for driving performance objectives in their assigned region. This includes the leading Key Performance Indicators (KPI’s), break-fix SLA response & resolve times, first trip resolutions, truck roll costs, facility costs.
Ensure company goals for customer satisfaction are met throughout the region.
Coach and direct the Field Service Managers to meet the company’s business objectives and create customer loyalty.
Drive continuous improvement based on feedback from customer value, transactional, and installation surveys. (CSAT)
Ensure all activities across their regions are conducted safely in accordance with corporate and industry standards, and ensure top operational capability, performance, and efficiency.
Training and coaching team leaders to enhance their skills and knowledge and overall business acumen.
Responsible for hiring, performance evaluations, improvement plans and being a strong leader focused on providing high service levels and fostering team growth and morale.
Attend onsite meetings to review service performance with customers.