Operations Manager

The Operations Manager is a key leadership role responsible for managing the order fulfillment and customer support processes at assigned branch locations. This includes responsibility for exercising independent judgment to provide a seamless customer experience by leading the order fulfillment team. This may include project coordination, service coordination, warehouse and delivery functions, and/or installation. Responsible for the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company profitability and market share growth. This is a full-time, onsite position. Pella Corporation offers the following: - Competitive salary - Annual bonus opportunity - Full benefits package - medical, dental, vision plans - Health savings and flex spending accounts - Company paid life insurance - Company paid short/long term disability insurance - 401k with company match - Vacation time - 9 Paid holidays - Direct deposit ### Responsibilities **Operations Manager Responsibilities/Accountabilities includes the following but not limited to:** - Responsible for ensuring that all customer expectations regarding order fulfillment are met: - Ensure adequate and efficient staffing strategies - Drive accuracy and urgency within the order fulfillment group - Encourage utilization and continuous improvement of order fulfillment processes, systems, and metrics - Responsible for the direct supervision of exempt and/or non-exempt team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skills assessment, discipline and discharge, payroll reporting and staffing - Review financial statements on a regular basis to analyze trends and identify opportunities - Considers strategic opportunities and shares information with staff to develop decision making ability and growth - Respond to and/or delegate escalated customer inquiries (i.e. missing items, wrong items, delivery questions, product issues, etc.) and ensures resolution - Develop and regularly communicate operational objectives and strategies to various stakeholders (i.e. sales staff, order fulfillment team, Subsidiary branches and Pella Corporation) - Must develop an expert level understanding of all Pella products and their applications - Drive the accuracy and efficient management of inventory levels and recommend ways to improve our return on assets managed; oversee quarterly physical inventory process - Serve as a key management sponsor of company Safety Program (participate in meetings, recommend policies and procedures, enforce safety policies and procedures, conduct safety audit tours, review accident analysis and trends; accident statistics and reports) - Provide leadership for all company efforts toward continuous improvement (including kaizens) - Drive the development of measurement tools to accurately gauge opportunities for improvement and the success of continuous improvement efforts ***Operational Efficiency*** - Responsible for planning and maintaining department budgets (expense and capital) - Ensures efficiency, cost measurement and analysis, strategic cost planning, and overall profitability - Identifies opportunities to drive operational efficiency; Implements and/or delegates necessary action to realize benefits - Regularly reviews growth objectives, analyzes facility utilization (or potential utilization) and implements strategies to support appropriate facility usage - Recommends control procedures to prevent product or customer shortages, to prevent material waste, or to prevent order fulfillment delays - Negotiates all new lease or purchasing agreements for company delivery and/or service vehicles - Has ultimate responsibility for vehicle fleet safety, particularly DOT compliance ***Pella Proprietary Systems*** - Expected to become a branch knowledge leader and resource on the usage of systems in the order fulfillment process - Maintains…