Operations Manager

Clayton•Murray, UT

12h•$115,000 - $130,000•Onsite

About The Position

The Operations Manager for the warranty department will oversee large-scale warranty projects, resolve customer conflicts, and mentor and educate the operational customer service-based team. This role requires strong leadership, construction management, and communication skills to manage a geographically diverse team and complex warranty issues.

Requirements

Strong interpersonal and leadership skills – ability to mentor, teach, develop, and supervise.
Familiarity with industry building standards and guidelines.
Strong construction management skills.
Proficient in cost management, recommending cost saving initiatives, coordinating, setting, and meeting department budgets.
Proficient in work order management, trade accountability.
Proficient in time management – ability to multi-task, strategize and oversee several projects. Delegate projects as needed while still overseeing through to resolution.
Proficient in performing basic home warranty /handy man repairs such as, but not limited to; drywall, paint, trim carpentry, minor plumbing, minor maintenance.
Effective communication skills.
Skillful at mediating and resolving disputes with homeowners and/or trade partners.
Develop professional relationships with trade partners, inspectors, local ordinance representatives and homeowners.
Conform with and abide by all regulations, policies, work procedures and instructions.
Conform to all safety rules and use all appropriate safety equipment.
Solid communication skills and attention to details are critical to job success.
Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA, and other federal, state, and local standards, including meeting qualities and / or quantitative productivity standards.
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal state local standards.
Must be willing to participate in a Rotational Emergency on call Schedule that includes some nights and weekend included.
Must be available to a rotating emergency on call schedule to support divisions teams and customers base needs.
Able and willing for out of state travel as needed.

Nice To Haves

High school diploma or GED required.
Minimum 3+ years’ construction superintendent or warranty professional, home maintenance management or supervisory experience with a mid to large scale home builder, general contractor, remodeling, warranty, or remediation company in residential home building within Construction, and New Home Warranty services a plus.
Trade industry or independent professionals with experience working with residential warranty (plumbing, HVAC, etc.) will be considered.
Advanced knowledge of basic home construction practices, i.e., OSHA regulations, front end & back-end construction phases, structural and foundation repair protocols.
Warranty administration experience and/or OSHA safety training is a plus.
Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
Ability to maintain regular, punctual in person attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
Must be able to lift and carry up to 25 pounds.
Must be able to talk, listen and speak clearly.

Responsibilities

Oversee larger scale of warranty projects.
Resolve customer conflicts.
Mentor and educate the operational customer service-based team.
Hire, evaluate performance, and implement policies and procedures for team growth.
Advise and update staff and upper management on complex issues.
Engage with team members and trade partners professionally.
Articulate warranty determinations concisely, partnering with legal counsel in Mediation/Arbitration scenarios.
Manage a team with a large geographical footprint.
Interpret and explain architectural, structural, plumbing, and electrical diagrams, plans, and specifications.
Interpret and explain technical codes and ordinances.
Determine the root cause of warranty issues and assign applicable cost codes.
Utilize common warranty, CSM, and/or construction management applications (Fieldpoint, Hyphen, Salesforce, etc.) to manage workflow, costs, run and interpret basic reports.
Analyze product performance, identify systemic issues, and develop a scope of work if applicable to resolve.
Evaluate warranty issues to determine warrantability, construction, or remediation needs.
Clearly demonstrate quality standards and specifications both technical and construction related onsite for employee training, warranty triage, inspections, or homeowner educational purposes.
Manage costs, recommend cost-saving initiatives, coordinate, set, and meet department budgets.
Manage work orders and trade accountability.
Multi-task, strategize, and oversee several projects; delegate projects as needed while still overseeing through to resolution.
Perform basic home warranty/handyman repairs such as drywall, paint, trim carpentry, minor plumbing, and minor maintenance.
Mediate and resolve disputes with homeowners and/or trade partners.
Develop and present training materials.
Develop written reports to support company determinations on warranty claims.
Develop professional relationships with trade partners, inspectors, local ordinance representatives, and homeowners.
Conform with and abide by all regulations, policies, work procedures, and instructions.
Conform to all safety rules and use all appropriate safety equipment.
Perform essential job functions consistently, safely, and successfully, meeting quality and/or quantitative productivity standards.
Maintain regular, punctual attendance.
Know and understand Core Values and adhere to all company policies and procedures.
Participate in a rotational emergency on-call schedule that includes some nights and weekends.
Perform other duties as assigned.