Operations Manager - Orlando, FL
About The Position
The Operations Manager oversees daily operations, team performance, and office management for a Direct-to-Home (DTH) Installation Program. The role recruits, trains, and manages Installation Pros across multiple programs, ensuring compliance with Standard Operating Procedures, licensing requirements, and company training standards, including SHP 1.0 and continuing education. The manager provides coaching and performance management, conducts monthly performance review audits and installation inspections, and develops individual improvement plans. The position also recruits and trains staff ahead of peak seasons, participates in preseason trips and field operations, and coordinates weekly planning, ridealongs, team huddles, and communications between leadership, Installation Pros, and partner teams. Operational responsibilities include scheduling installations and service, monitoring quality and performance metrics, tracking service tickets, resolving inventory and asset discrepancies, approving timecards, managing expenses, and completing administrative coordination with internal departments.
Responsibilities
- Recruit, train, coach, and manage Installation Pros across multiple programs.
- Conduct ongoing performance management, monthly performance review audits, installation inspections, and regular training.
- Hold weekly or bi-weekly one-on-one meetings with each Installation Pro in the manager’s downline, recognizing strong performance and creating actionable improvement plans.
- Recruit and prepare Installation Pros ahead of peak seasons, including training new hires and keeping veteran Pros motivated.
- Participate in preseason trips, support field service operations, and contribute to in-market recruiting and staffing efforts as directed by the Regional Manager.
- Plan weekly ridealongs and individualized coaching priorities, and ensure inventory is counted, tracked, and reconciled.
- Facilitate weekly Wednesday team huddles to communicate updates and priorities, review scorecards and metrics, celebrate wins, and identify improvement areas.
- Communicate corporate updates, policy changes, and operational priorities to the team, and relay field feedback and concerns to leadership.
- Plan and manage daily installation and service schedules, monitor installation and quality metrics, and ensure service tickets are completed within 90-day windows.
- Assign home damage fixes as needed and manage the office NIS channel where applicable.
- Track, count, and reconcile team inventory and company-issued assets; ensure equipment accountability, appropriate stock levels, and timely investigation of discrepancies.
- Review, edit, and approve team timecards before the weekly Tuesday deadline, ensuring accurate hours and compliance with break and overtime policies.
- Oversee travel, supply, and operational expenses; review submissions for accuracy and policy compliance and work with the Regional Manager on cost control.
- Submit monthly Manager Checklists and maintain working relationships with Sales, Housing, 1Stop, Licensing, and MyHR.
- Attend required bi-weekly Operations Manager meetings and FSM/OM meetings.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
