Sr. Manager - Office Operations

JOB SUMMARY:

The Senior Manager - Office Operations is responsible for assisting the GM and department heads in optimizing the operations of the business units' service department, construction department, and back-office operations. This role ensures operational efficiency, cost control, workforce management, and customer satisfaction.

RESPONSIBILITIES:

Office Operations Management

• Oversee daily operations of HVAC business units, ensuring efficiency and adherence to company policies.

• Implement and standardize operational processes to improve workflow, productivity and customer satisfaction.

• Manage Office teams to ensure high-quality workmanship and customer satisfaction.

• Monitor and analyze key performance indicators (KPIs), such as job completion rates, technician efficiency, and customer feedback.

Strategy & Process Improvement:

• Identify opportunities to streamline operations, improve response times, and reduce downtime.

• Implement best practices in job scheduling, dispatching, and inventory management to optimize performance. Implement digital transformation initiatives

Financial & Budget Management:

• Assist in managing budgets for operational departments, ensuring profitability and cost efficiency.

• Analyze financial reports, operational expenses to optimize cost control.

Leadership & Workforce Development:

• Supervise, mentor, and develop office leads and staff.

• Recruit, develop training plan, and evaluate office staff; manage performance and support professional development.

• Foster a high-performance culture, encouraging teamwork, and accountability.

• Work with HR to implement workforce planning, hiring, and retention strategies to address labor shortages and skill gaps.

Customer & Vendor Relations:

• Maintain strong relationships with clients and help resolve escalated customer issues.

• Maintain strong relationships with internal and external stakeholders.

• Ensure customer satisfaction by improving service delivery and operational efficiency.

MINIMUM AND/OR PREFERRED QUALIFICATIONS:

EDUCATION:

• Bachelors degree in Accounting, Finance, Business, or a related field required or an equivalent combination of education and experience will be considered.

EXPERIENCE: 5+ Years Experience working in a leadership/supervisory role

CERTIFICATES, LICENSES, REGISTRATIONS:

• None

SKILL REQUIREMENTS:

• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, and coordination of people and resources.

• Strong technical know-how and capacity.

• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

• Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Ability to analyze information and evaluate results to make decisions.

• Project management skills, including ability to develop, organize, and accomplish specific goals and plans.

• Ability to proficiently communicate information and ideas so others will understand.

• Teamwork orientation and ability to guide, direct, and motivate subordinates.

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT:

This job operates in both an office and a field environment. Must be able to sit and/or stand for extended periods of time.

REASONABLE ACCOMODATION:

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company's business operations.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees understand the above job description and agree to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at-will employment status. Employees understand the Company reserves the right to delegate, remove, expand or change all responsibilities. Employees acknowledge that he/she can fulfill the above duties with or without reasonable accommodation. Applicants must be currently authorized to work in the United States on a full-time basis. This position is not eligible for employer visa sponsorship.