Region Manager Field Operations – Southwest Region

GE Appliances, a Haier company•Phoenix, AZ

6d•Remote

About The Position

At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together. The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities. Interested in joining us on our journey? The Field Operations and Sales Liaison is a dynamic role that bridges the gap between our appliance delivery/installation providers and our sales department. This position is responsible for enhancing customer service, optimizing delivery operations, and driving business growth through effective collaboration and communication. The ideal candidate will have a strong understanding of both field operations and sales processes, with a focus on improving customer satisfaction and expanding our delivery network's capability. Region includes: AZ, CA, NM, NV, TX.

Requirements

Bachelor’s degree in business administration, Supply Chain, Logistics, Operations Management, or a related field.
Minimum of 7 years of demonstrated experience independently managing field operations, sales support, or related operational functions within the appliance, logistics, or delivery services industry, with accountability for service quality, operational performance, and customer outcomes across multiple locations or markets.
Demonstrated experience operating independently in a regional or multi-site environment, with accountability for service quality, operational performance, and customer outcomes across multiple locations.
Working knowledge of delivery and installation operations, including third-party provider management, service execution standards, and customer experience considerations.
Excellent communication and interpersonal skills, with the ability to work effectively across departments.
Proven analytical and problem-solving skills, with experience assessing operational performance, identifying root causes, and implementing improvements using data and customer feedback.
Ability to travel (60%) to support field operations and sales activities.

Responsibilities

Field Operations Support: Work alongside multiple 3rd party delivery and installation agents to ensure smooth and efficient operations.
Identify and address any operational challenges that may impact customer satisfaction or delivery timelines.
Provide real-time support and problem-solving for field teams to enhance service quality.
Focus on improving driver team execution at the point of delivery and installation, ensuring adherence to best practices and company standards.
Sales Collaboration: Act as a liaison between the sales team and field operations to ensure alignment on customer expectations and service capabilities.
Collaborate closely with Sales Region and Area Managers to develop strategies that align field operations with sales goals.
Attend regular meetings with sales leadership to discuss performance metrics, customer feedback, and operational improvements.
Participate in customer meetings alongside sales representatives to understand customer needs and tailor delivery solutions accordingly.
Customer Service Enhancement: Develop and implement strategies to improve customer service and satisfaction throughout the delivery and installation process.
Attend customer meetings to address and resolve any issues related to jobsite readiness or service delivery.
Troubleshoot and resolve customer complaints, working to turn negative experiences into positive outcomes.
Gather and analyze customer feedback to identify areas for improvement and implement corrective actions.
Advise field teams on customer service best practices and ensure adherence to company standards.
Business Growth: Identify opportunities to expand the delivery network's reach and capacity in collaboration with the sales team.
Support the development of new business initiatives and partnerships that align with company goals.
Monitor industry trends and competitor activities to inform strategic planning and decision-making.
Reporting and Analysis: Track and report on key performance indicators related to delivery operations and customer satisfaction.
Conduct regular analysis of delivery processes to identify inefficiencies and recommend improvements.
Prepare and present reports to management on operational performance and business growth opportunities.