Regional Operations Manager

A Family of Brands•Charlotte, NC

1d•Hybrid

About The Position

The Regional Operations Manager (ROM) oversees field operations end to end, from order verification through project completion. You'll lead a region made up of multiple locations, each with its own team of direct reports — including Field Installation Managers, Order Verification Technicians, Service Technicians, and Warehouse Managers. You'll own crew capacity planning, crew training and performance, warehouse management, and the development of your field managers. When a job or service comes in incomplete, you'll perform root cause analysis, build the corrective action plan, and put the training in place to make sure it doesn't happen again. Your success is measured against clear operational KPIs — Cost of Labor, First-Time Completion Rate, and Net Promoter Score , among others. This role will be responsible for a region typically within a 100-mile radius of Charlotte, NC & Raleigh, NC markets.

Requirements

Minimum of 5 years' experience, preferably in remodeling or residential construction, paired with a strong business mindset.
Strong organizational, communication, and leadership skills.
A process-oriented approach and sharp problem-solving instincts.
Excellent customer-relations skills, especially in high-pressure situations.
Experience managing multiple trades and sub-contractors.
Comfort with technology; experience with MS Excel is a plus.
Ability to travel (drive) to all locations within the region on a regular basis.

Nice To Haves

P&L responsibility
Proven experience building and managing high-performing teams

Responsibilities

Manage day-to-day operations across multiple locations within your region.
Drive job and project management through our in-house CRM system.
Oversee measures, breakouts, and materials ordering — and step in to perform them directly when needed.
Own job profitability and overall P&L performance for the region.
Recruit, hire, and train field teams to meet capacity needs.
Coach and develop Field Installation Managers and their teams on proper procedures and installation standards.
Monitor team performance against quality and productivity standards, and act on the results.
Oversee implementation of our customer satisfaction process from start to finish.
Meet directly with customers to resolve complex jobs or difficult service situations.
Ensure installation procedures for all company products are followed to spec.
Evaluate and monitor the performance and quality of sub-contractors.
Coordinate effectively across multiple trades.
Ensure safety standards are reviewed, communicated, and consistently enforced.