Operations Manager - TN

Inframark•Johnson City, TN

3d•Hybrid

About The Position

The Operations Manager serves as the on-site operational integrator for an assigned office or sub-region, responsible for coordinating cross-functional execution, monitoring portfolio health, facilitating resource alignment, and escalating operational risks. The role translates regional strategy into local operating priorities and oversees Project Management, Application Engineering, and Field Service. The Operations Manager partners with the PMO, Manufacturing, Procurement, Engineering, and other functional leaders to support safe, timely, profitable delivery and a strong customer and employee experience.

Requirements

Bachelor's degree in Engineering, Business, Construction Management, Operations Management, or related field preferred; equivalent combination of education and relevant experience may be considered
Strong experience in project-based operations, financial management, cross-functional leadership, customer management, and operational execution
8-10 years of progressive experience in the automation industry and field service functions
Minimum of 5 years experience in the water and wastewater industry preferred
Ability to read and interpret engineering plans and specifications is preferred
Strong interpersonal, coaching, and influencing skills
Ability to build credibility and trust with customers, employees, and leaders
Excellent verbal and written communication skills with strong attention to detail
Strong organizational and problem-solving abilities

Responsibilities

Serve as the primary local integration point across Project Management, Applications Engineering, Field Service, and other supporting functions, facilitating resolution of cross-functional issues and escalating matters requiring regional leadership intervention
Monitor office/sub-regional operational KPIs, including project health, backlog, capacity, schedule performance, profitability trends, customer issues, quality, and other operational measures; use trends to identify risks and improvement opportunities
Support reviews as required with regional organizational leadership to communicate project health, risks, challenges, and opportunities
Engage with customers to establish and maintain relationships, foster good-will, resolve issues, and support sales activities
Monitor portfolio-level financial and execution risks across assigned projects; identify trends, challenge assumptions, and escalate significant risks and opportunities to the RVP and appropriate functional leaders
Facilitate regular portfolio and project health reviews with Project Managers and functional leaders to identify schedule, financial, resource, customer, and execution risks requiring cross-functional support or escalation
Monitor project delivery performance across the assigned portfolio and facilitate resolution or escalation of cross-functional barriers impacting schedule, quality, cost, or customer commitments
Monitor portfolio profitability and reinforce project management disciplines related to scope, cost, forecasting, and change-order management; escalate unfavorable trends and support corrective action planning
Monitor sub-regional portfolio-level material and supply risks, partnering with Project Managers, Supply Chain, Applications Engineering, Manufacturing, and Field Service leaders to resolve cross-project constraints and escalate significant risks
Champion company standards related to safety, professionalism, preparedness, quality, timeliness, and operational discipline; partner with the appropriate people leader to address observed gaps or recurring concerns
Support regional growth and customer-retention efforts by identifying customer needs, facilitating operational/customer relationships, and partnering with Sales, Estimating, Project Management, and Service on cross-selling and repeat-business opportunities
Build and maintain strong relationships with customers within the assigned office or sub-region, proactively monitoring customer experience and partnering with Project Managers and functional leaders to address concerns, resolve operational issues, and support customer satisfaction and retention
Identify recurring customer concerns, service trends, and opportunities to strengthen the customer experience; escalate systemic issues and partner with regional leadership, PMO COE, and functional leaders to implement appropriate improvements
Partner with the PMO COE and functional leaders to reinforce, implement, and sustain established SOPs, workflows, and process standards to improve consistency, compliance, throughput, and execution quality
Identify process gaps, recurring operational issues, and local training or capability needs; partner with the PMO COE and functional leaders to coordinate targeted training, knowledge sharing, and development activities that strengthen team capability and support continuous improvement
Identify opportunities to improve local workflows and operational effectiveness; partner with the PMO COE and functional leaders to evaluate root causes, implement approved improvements, and monitor effectiveness while maintaining alignment with enterprise standards
Provide input to and alignment with regional strategic goals and process refinement and improvement initiatives
Lead local cross-functional capacity discussions to identify competing priorities, resource constraints, and delivery risks. Partner with Applications, Field Service, Manufacturing, Project Management, and regional leadership to develop recommendations for resource prioritization
Drive cross-selling and repeat customer project sales through project managers and service teams
Lead recruitment, selection, onboarding, performance management, and employee relations activities for direct reports and provide operational input to functional leaders regarding staffing needs and performance concerns affecting local execution
Direct office processes and procedural changes in conjunction with area supervisors/managers to improve throughput and accuracy