Regional Operations Manager

Service Pros Installation Group•Henrico, VA

16d•Hybrid

About The Position

Service Pros Installation Group is a family-owned flooring business headquartered in Charlotte, North Carolina, exclusively providing flooring installation services for Lowe's Home Improvement. With workrooms across the Southeast, Northeast, and Midwest, we are committed to ensuring all our employees, customers, and contractors are positively impacted by utilizing our resources to provide stewardship, put our people first, ensure companywide integrity, and continue to grow and improve every day. This position is responsible for the management of workrooms through Installation Service Managers (ISM). Will provide overall direction to staff. As the first-line supervisor, duties will include managing workload, analyzing data metrics, and identifying, developing, and implementing procedures to improve our interactions with internal and external contacts. Will be responsible for Richmond, Chantilly, Roanoke, Waynesboro, and Lynchburg.

Requirements

2 - 4 years installation experience with a bachelor’s degree; or equivalent combination of education and experience.
Experience compiling and analyzing data to improve process efficiencies.
Good working knowledge of spreadsheets, email, database, and video and audio communication.
Ability to read and comprehend moderately to complex instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
Ability to add, subtract, multiply, and divide for basic algebraic and calculations.
Ability to drive and maintain a driver’s license with personal car insurance.
Displays excellent communication skills, including presentation, persuasion, and negotiation skills required in working with customers, co-workers, and subordinates, includes the ability to communicate effectively and remain calm and courteous under pressure.
Ability to view documents, multiple screens, and read handwritten documents.
Experience managing/supervising multi-locations/teams remotely.

Responsibilities

Maintain workflow by monitoring daily job installations, sub-contractor issues, and issues affecting installation; observe employee performance and workroom performance data; monitor personnel and resources; set installation performance standards and recommend changes to improve efficiency and decreases in subcontractor issues/repairs and non-performance; implement process changes; develop reporting procedures and systems; facilitate changes to correct inefficiencies within processes; initiate and foster a spirit of cooperation within the company.
Assess workroom supervisors by adjusting workload and/or assigning personnel; set work result standards; establish priorities; monitor progress; revising schedules; resolving problems; report results of the process flow on performance production summaries.
Monitor efficiency of service by auditing calls, complaints, time to install data, busted jobs, recruitment of subcontractors.
Maintain quality service by establishing and enforcing organization standards.
Provide performance metrics by compiling, initiating, sorting, and analyzing staff performance records, installation cost including chargebacks, handyman charges, pricing, gifts to customers, etc. – costs which are being made at the workroom level to get the job done; answering questions and responding to requests.
Resolve personnel and performance problems by analyzing data; investigating issues; identifying solutions; recommending action.
Monitor the hiring, onboarding, and service requests of installers.
Handle escalated issues that cannot be resolved at the workroom or Regional Service Manager level.
Develop staff by training employees; developing personal growth.
Either ensure coverage or work in the workroom when an ISM is not present or when workload exceeds personnel capacity.
Performs other duties as assigned.