Description:
Reporting to the CEO, the Operations Manager is responsible for all aspects of the day-to-day operational management of the Customer Service Teams spanning: order management, CAD, delivery through to completion, as well as applying improvement strategies developed in conjunction with the senior leadership team (SLT).
Eventually, this role will become a 'Head of Operations' role once settled in the initial role and have wider scope of running the full operations and become part of the SLT.
This position is based in Somersby on the Central Coast, NSW.
Key Responsibilities:
The Operations Manager will be responsible for the management and outcomes of the units comprising the Operations Department and Customer Service with the performance and welfare of the team members as well as the various Logistics suppliers to the business.
- Establish Customer Service, Technical Design Service, Installation and After Sales Service departmental goals, objectives and operating procedures
- You will ensure the customer has a smooth progression throughout their journey
- Have an ability to effectively deal with customer queries/complaints
- Provide leadership, motivation, and support for direct reports to ensure their success
- Conduct regular coaching and performance management with team and team leaders, as well as any other direct reports
- Ensure that all systems, processes and procedures are adhered to, continually refined and documented
- Drive the development of new practices, procedures and processes with the objective of continually improving
- Undertake analysis of results, outcomes and statistics, identify and implement improvement plans, and report on such to key stakeholders accordingly
- Effectively manage staff, as-well as logistics
About You
This is a fast-paced and ever-changing environment, so adaptability is crucial to the position. This role is critical to the delivery of service excellence.
- Minimum five (5) years’ experience in operations or customer service management role, preferably within a fast-paced, changing environment
- Demonstrated experience managing service delivery processes, systems and customer relationships
- A strong focus on project delivery and operations with care for customer satisfaction
- Ability to motivate, coach and lead direct reports to achieve targets
- Sound business acumen with the ability to analyse data and put in place both short- and long-term improvement plans
- Strong problem solving, negotiation and conflict resolution skills
- Ability to build relationships and work collaboratively with key internal and external stakeholders
- Attention to detail and quality service focus under time pressure