Operations Manager

Grow with us! 1-800 Hansons is a top ranked home improvement company that is continuously growing and expanding! We are looking for individuals who want to learn the business and receive the guidance to continue to advance within the company!

1-800 Hansons is looking for a talented individual to join the team as an Operations Manager for our Toledo, OH/Ann Arbor, MI region!! The purpose of the role of the Operations Manager has overall accountability for the highest quality installation, service and repairs of our products in customer homes that results in complete customer satisfaction at the Branch and/or Region level. The Operations Manager works closely with the General Manager to ensure that installations are completed in a timely manner with the highest level of quality, beginning with the measurement of the job and through the job lifecycle into any service-related needs after completion. In addition, the Operations Manager will cultivate positive working relations with installation crews, ensuring a high quality of work and maximizing the crews’ output, while constantly looking for new install partners to join the team.

This position will require in person visits to job sites and customer homes to ensure customer satisfaction and provide crew support. This is a strategic role, requiring the ability to manage, lead, and direct staff, as well as critically think through problem resolutions and systems improvement.

We Offer:

• Competitive salary of $60k-$70k/year with bonus opportunities
• Weekly pay via direct deposit
• Eligible for Health Benefits at 30 days of employment (medical, dental, vision, life, critical, accident, short-term & long-term disability)
• Eligible for 401k w/company match at 90 days of employment
• Paid Time Off
• Advancement opportunities
• Referral bonuses
• Employee as well as Friends & Family Discounts

What You’ll Do:

1. Be accountable for and manage the Installation Crew relationship at the Region level
   1. Assist with the recruitment of new Install crews and ensure new crews are appropriately onboarded
   2. Coordinate demonstrations of Hansons installation methods and requirements to new crews
   3. Ensure quality work by the inspection of the work of crews to ensure they meet the Hansons standards
   4. Maintain positive relationships with Install crews; address any issues or concerns; develop relationships with Install crews to ensure that we retain them as contractors
   5. Make strategic recommendations to senior leadership to improve installer relationships
   6. Monitor the quality, customer satisfaction and output of crews to ensure they meet and exceed our standards.
   7. Ensure Install crews understand paperwork requirements upon the completion of an installation job
   8. Continual improvement of both Hansons process and standards that makes us easy to do business with for both in Install Partner and our Customers
2. Respond to external customer needs and concerns throughout the installation process
   1. Work with Branch and/or Region Managers to resolve issues that relate to measures, installs and services
   2. Coordinate/Assist with the resolution of escalated, complex customer installation or service issues
   3. Respond to and assist with internal team concerns and needs throughout the measure, install and service processes
   4. Oversee the add-on process by ensuring onsite inspections and approvals are being completed appropriately
   5. Direct staff or serve as a liaison to assist with building code violations, meet with inspectors, determine plans of action when needed
   6. Support requests from the Processing or Permits departments to ensure the appropriate and complete requests for permits can be submitted
   7. Assist with communication between crews, customers and corporate staff
3. Manage and lead the Service Technicians and Measure Technicians to ensure they successfully complete their jobs
   1. Support and ensure the execution of the daily coordination of Measures and Services to ensure they are completed timely
   2. Lead and guide the Measure Technicians and Service Technicians so that they clearly understand their roles and responsibilities and their valuable input to the installation process and customer relationship
   3. Work with the Scheduling team and Branch Operations team to ensure technicians are being utilized and schedule to ensure the best possible outcomes for the organization

What We Need:

• Bachelor’s degree or equivalent work experience
• Minimum of two-five (2-5) years of demonstrated success leading a customer facing installation or hands-on field operational team
• Excellent communication skills as well as great organizational skills
• Strategic ability to problem solve and implement process improvements related to installations or hands-on operations
• Basic computer skills, including familiarity with MS Office
• Problem solving

Additional Preferred Qualifications:

• Hands-on window, roofing, siding, and/or gutter installation or repair experience
• Experience managing multiple jobs or crews at multiple sites simultaneously

Physical Requirements:

• Must be able to sit, stand, bend, kneel, climb and walk continuously throughout the day
• Requires the ability to move about inside and outside the office and at offsite customer locations, with the ability to visit multiple locations in one day
• Must be able to move items weighing up to 50 pounds unassisted, and additional weight using assistive devices such as a dolly
• Must be able to communicate effectively with staff, customers, vendors, and the public

Hours/Schedule:

Full-time, 40 hours per week/52 weeks per year. Standard hours are M – F, 8:00 – 5:00 but due to cyclical nature of position, some additional hours, including evening and weekend hours, may be required. Some local and statewide travel may be required.

It is the policy of 1-800-Hansons not to discriminate against age, color, sex, sexual orientation, gender identity, disability, national origin, race, religion, or veteran status.