Operations Manager - Auto Glass Replacement

Salaried/Skilled Trades NSG Group•San Jose, CA

3d•Onsite

About The Position

The Operations Manager is responsible for re-enforcing a safety-first mindset and ensuring regulatory compliance. This role drives initiatives and a culture that delivers service quality, employee engagement, sales, and Managing Operation Profit (MOP). The manager will continuously engage with customers to understand their needs and develop/execute actions to meet and exceed expectations. This position supports the development of new business and growth of clients for Afterglass Replacement North America (AGRNA), with a focus on ‘Tailgater’ Customers. The Operations Manager manages local resources to meet or exceed Service Center sales and margin targets, while also managing costs to optimize efficiency. A key focus is the retention and development of Customers and Employees. Responsibilities include maintaining staffing requirements, hiring and training new staff in line with the operating plan, monitoring staff performance, overseeing employee goal setting, and conducting performance reviews. The manager will assist staff in overcoming obstacles and ensure current business processes are delivered in line with Japan Sarbanes Oxley (JSOX) and Quality Management System (QMS), proposing improvements to the Line Manager. Inventory management in line with Business and JSOX procedures is also crucial. The role involves managing teams to ensure KPIs are met, participating in performance reviews, and providing variance analysis and gap closure responses. The Operations Manager must meet annual operational and financial goals for the Service Center and adhere to NSG/Pilkington Standards of Business Conduct. Other duties as assigned by the Manager.

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.
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.

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 their needs 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 goals 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 Center 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.