Operations Manager

At Modern Construction Services, we're searching for a senior leader to provide overall strategic direction and operational oversight for our Facilities Maintenance multi-client, nationwide work order management division.

In addition to the $105,000/yr base salary, the position offers a quarterly, goal-driven, incentive bonus.

The Operations Manager will possess practical experience in providing outstanding customer service. In this role, you will supervise a team of service coordinators and relationship managers responsible for managing, processing, and fulfilling a large volume of work orders through our FEXA Computerized Maintenance Management System (CMMS) for our various clients' (Healthcare, Retail, Fitness, Convenience, Industrial, Storage, Restaurant, and Government) nationwide sites.

The ideal candidate will have an extensive background as a commercial service request provider, with a comprehensive understanding of developing and interpreting various scopes of work and repair within the commercial facilities maintenance and construction trades (electrical, plumbing, HVAC, doors and locks, painting, carpentry, etc.).

The selected individual will have previously established and overseen departmental Key Performance Indicators (KPIs) and client Service Level Agreements (SLAs).

The Operations Manager will collaborate with the CEO and Senior Leadership on sales management, budgeting, and the establishment of both short-term and long-term departmental growth objectives.

Requirements

• 8+ years' customer service and high-volume work order management experience, with a proven track record of developing and executing customer service strategies that improve customer satisfaction and operational efficiency.
• 5+ years in a management and leadership role.
• Oversee the day-to-day operations of the division, including staffing, training, performance management, and employee development.
• Optimize workflows, processes, and technologies to ensure efficiency, productivity, and cost-effectiveness.
• Track key performance indicators (KPIs), identify areas for improvement, and implement data-driven solutions.
• Ensure adherence to quality standards, compliance with regulations, and best practices in customer service.
• Work closely with other departments, such as accounting and HR, to ensure seamless collaboration and alignment.
• Develop and manage the division budget, including resource allocation and cost control.
• Identify and implement process improvements to enhance efficiency, reduce costs, and improve customer experience.
• Oversee the selection, implementation, and maintenance of call center technology, including CRM systems, call center software, and analytics tools.

Benefits

• On-Target Bonus based on achieving performance goals.
• Annual profit sharing.
• Medical, vision, and dental.
• Flexible Spending Account (FSA), Health Saving Account (HSA).
• Employer-paid Basic Term Life Insurance, Short- and Long-term disability insurance.
• Voluntary supplemental life insurance.
• 401(k).

Qualification

Bachelor's Degree