Operations Manager

Who is Elite:

Elite Construction Solutions is a premier nationwide exterior contractor, dedicated to setting new industry standards through innovation, technology, and exceptional service. Our mission is to deliver unique and memorable experiences to all we encounter while elevating the benchmark for exterior construction and restoration.

Job Summary:

The Operations Manager is responsible for local operations execution and accountability, ensuring day-to-day operational success. This role oversees team coordination, workflow management, quality control, and customer service delivery while maintaining schedule adherence and optimal resource utilization. The Operations Manager drives revenue generation through strategic scheduling, manages all service and warranty operations, and serves as the primary point of contact for operational escalations. This position is critical to maintaining operational excellence and customer satisfaction at the local level. The Operations Manager’s mandate is to ensure that every customer experience is worthy of a 5-star review and that production operations are in line with the company’s standards for cost, quality, and procedure. 

General Responsibilities:

Local Operations Execution & Accountability 

• Manage day-to-day operational success and ensure all activities meet company standards 
• Maintain accountability for all local operational outcomes and performance metrics 
• Drive operational excellence through continuous improvement and process optimization 
• Identify and resolve operational bottlenecks to ensure smooth workflow 
• Report operational metrics and issues to General Manager 
• Coordinate with the company’s Shared Services and Construction Operations leaders to implement best practices for operations and to execute prioritized company initiatives 
• Accountable for local project delivery and execution from start to completion” 

Revenue Management & Strategic Scheduling 

• Accountable for achieving target revenue goals for the location 
• Develop and execute strategic scheduling plans to maximize revenue generation 
• Monitor revenue performance and adjust operational strategies to meet targets 
• Balance revenue objectives with quality service delivery and customer satisfaction 
• Schedule Management & Resource Utilization 
• Ensure local schedule adherence and timely completion of all assignments 
• Optimize resource utilization including crew assignments, equipment, and materials 
• Coordinate trade scheduling to maximize efficiency and minimize downtime 
• Monitor and adjust schedules as needed to meet operational demands 

Service & Warranty Operations 

• Oversee and manage all service calls for the location 
• Accountable for all warranty repair work and warranty claim processing 
• Ensure timely response and resolution of service requests 
• Manage after-hours emergency call coverage and response protocols 
• Respond to and resolve emergency situations outside of regular business hours 
• Track service and warranty metrics to identify trends and improvement opportunities 

Customer Escalation Management 

• Serve as primary point of contact for customer escalations and complex issues 
• Investigate and resolve customer complaints promptly and professionally 
• Implement corrective actions to prevent recurrence of issues 
• Maintain detailed documentation of escalations and resolutions 

Team Training & Development 

• Train new Field Customer Service Representatives on operational procedures and standards 
• Train new Repair Technicians on technical skills, safety protocols, and quality standards 
• Provide ongoing coaching and skills development for existing team members 
• Monitor on the job training and adjust programs to ensure competency 
• Manage and develop high performing teams 

Team Coordination & Workflow Management 

• Oversee operational team and coordinate daily work activities 
• Manage crew hiring processes and onboarding of new team members 
• Facilitate clear communication between team members and departments 
• Support team development initiatives and foster a positive work environment 

Crew Hiring & Relationship Management 

• Manage all crew hiring processes including recruitment, interviewing, and selection 
• Develop and maintain strong relationships with all crew members and contractors 
• Serve as primary point of contact for crew communication and issue resolution 
• Foster positive crew culture and maintain high levels of crew satisfaction and retention 
• Address crew concerns, conflicts, and performance issues promptly and professionally 
• Coordinate crew onboarding and ensure proper documentation and compliance 
• Monitor crew performance and provide regular feedback and recognition 
• Build and maintain a reliable network of qualified crews to meet operational demands 

Quality Control & Customer Service 

• Monitor quality of work and ensure all projects meet company standards 
• Oversee customer service delivery and maintain high levels of customer satisfaction 
• Address customer concerns promptly and implement corrective actions as needed 
• Conduct regular quality inspections and ensure work meets established specifications 

Safety & Standards Compliance 

• Ensure compliance with all safety regulations and company standards 
• Implement and enforce safety protocols across all operational activities 
• Manage resources, equipment, and materials efficiently and safely 
• Conduct safety training and maintain a culture of safety awareness 
• Other duties as assigned

Minimum Qualifications:

• High School Diploma or GED required, associates or bachelor’s degree preferred 

• 5+ years in customer service or construction project management required

• 3+ years of managing high performing teams  

• Proven track record of high performing team development and leadership 

• Excellence in customer service management 

• Proficiency in project management and CRM software 

• Ability to travel to Elite markets 50% of time required

• Strong communication, problem-solving, and conflict-management skills 

• Strong person-to-person communication 

• Customer-focused mindset with a competitive, results-driven approach

• Valid driver’s license with acceptable MVR

• Advanced problem-solving and critical-thinking abilities

• Ability to handle objections and conflict professionally and courteously

• Excellent verbal, electronic, and written communication skills

• Reliable, self-motivated, and accountable to commitments

• Flexible and adaptable to changing schedules, weather conditions, and market demands

• Ability to utilize technology devices, CRM systems, and basic computer applications such as Microsoft Office Suites

Elite Mission:

• Contractors have a bad rep – and let’s be honest, many disreputable contractors over the decades have earned it. Elite’s mission is to be the sales organization of choice and to improve the industry standard. We set the bar high to raise the benchmark.

Elite Vision Statement:

• Operational excellence via technology and a relentless focus on KPIs. Basically, everyone should do their best work to make sure operations run smoothly; we utilize technology to help when possible and we will gauge our success by tracking key performance indicators.

Elite Values:

• At Elite we believe in doing the right thing no matter what. Part of being Elite means owning up to mistakes, being honest and turning away a potential lucrative sale when we know we cannot deliver a desired service. It also means setting up our employees for success.