VP Operations - Raleigh, United States - QUEST RESOURCE LLC

Description

Company Description

For over 100 years, has been distinguished in the Raleigh/Greensboro marketplace as the leading resource for your new and used office furniture needs.

Our mission is to be your single source solution for inspiring workspaces. We do this through consistent communication and continuous quality improvement of our services. As a result, we continue to add new products and services in direct response to our customer's needs.

As an authorized Steelcase dealer, we are able to focus on several different industries, including corporate, healthcare, education, legal, small business, and government organizations.

Job Description

The VP of Operations performs the necessary duties to ensure the successful management of the Furniture, Architectural Walls, Moves, Project Management, Warehousing, Flooring Operations, and Greensboro Operations teams. This person is responsible for the overall management and administration of the operations team including overall supervision, hiring, training, discipline and personnel development, labor quoting, writing installation plans, scheduling, vehicle, and equipment management, vendor management, and management of quality assurance. Skills needed for this position include supervising, organization, procedure writing, and training. Good oral and written communication skills and excellent organizational and analytical skills are required.

Primary Duties and Responsibilities

• Work with the President to develop the group's strategic vision.
• Write, present, implement, and manage annual business plans for each functional area.
• Meet quarterly with CFO and senior leadership to review the financial performance of each business unit and take action as required.
• Maintain a strong operations leadership team through development, coaching, and accountability.
• Hire and manage all operations leadership personnel.
• Leadership and development of all direct reports, including a commitment to drive Situational Leadership tools and principles.
• Develop initial and ongoing training for all direct reports.
• Manage disciplinary action for all direct reports and continuously top-grade staff.
• Ensure direct reports participate in larger company training as applicable.
• Ensure direct reports manage their teams in a similar manner as outlined above for direct reports.
• Provide oversight for project management.
• Provide oversight for installation, and quality assurance.
• Provide oversight for scheduling and all other administrative functions.
• Provide oversight for warehouse operations.
• Provide oversight for flooring operations.
• Provide oversight for Greensboro operations.
• Provide oversight for move operations.
• Lead safety committee and ensure a safe working environment for all team members.
• Lead Best of Class team.
• Responsible for the implementation of policies and procedures relative to labor management.
• Proactively document as well as improve operational processes and procedures.
• Proactively manage overtime, contract labor, and other key operational expenses.
• Hold team meetings monthly to increase team communication and cooperation and provide a training forum.
• Develop cost estimates and or quotes as needed by customers or team members for installation
• Conduct weekly site visits of installation and move projects and document opportunities for improvement.
• Manage all facility requirements including HVAC, fire/sprinkler systems and shop annual inspections, grounds maintenance, parking lot, office cleaning, and all other facility repairs & maintenance.
• Manage company vehicle fleet and all operations equipment.
• Manage contract labor groups and other key vendor groups.
• Manage bid process for contract labor.
• Review labor quotes for reasonableness.
• Conduct post-project reviews and implement corrective action.
• Ensure customer satisfaction for all installation projects.
• Ensure accurate monthly billing for over 30 days of storage.
• Ensure accurate monthly billing for project management change orders.
• Ensure accurate and proper management of the pay-for-performance program.
• Ensure that all team members have the tools and equipment necessary to perform their duties effectively and efficiently. Meet at least twice a year with each team to learn what is going well and what opportunities there are to improve.

General Responsibilities

• Provide weekly job status to the President.
• Always maintain a professional and courteous attitude.
• Maintain company procedures, policies, dress code, and safety procedures with crew always.
• Maintain courteous and responsive rapport with team members, customers, contractors, and vendors.
• Maintain a culture driven by the company values of integrity, excellence, and concern for others.
• Maintain a customer-driven organization.
• Other duties as assigned by the President.

Supervisory Responsibilities

• Director of Operations - Direct
• Manager of Field Operations - Indirect
• Operations Administrative Staff - Indirect
• Operations Installers - Indirect
• Operations Trainer - Indirect
• Warehouse Manager - Direct
• Presold Shipping & Receiving Supervisor - Indirect
• Asset Management Supervisor - Indirect
• Basucher Team Supervisor - Indirect
• Manager of Project Managers - Direct
• Project Managers - Indirect
• Flooring Operations Manager - Direct
• Greensboro Director of Operations - Direct

Substantial Department Goals

• 95% of quoted jobs are completed within budget.
• Conduct at least 20 job site visits per month to evaluate field performance and provide coaching.
• Conduct at least 1 training session per month for all operations team members.
• Average team member satisfaction score of at least 8.3 for operations staff.
• Operations labor is equal to or less than the labor standard of 0%.
• Company zero sells/credit memos are no more than .3% of revenues.
• Negative annual turnover is less than 10% for operations staff.
• Open Issue/Punch report under 18 days on average.
• Customer survey net promoter score of 70%.
• 95% inventory accuracy for asset storage customers.
• Project Managers are 80% billable.
• Hold SLII quarterly meetings with all direct reports.

Obstacles

• Proper time collection by operations staff, lunch, exceptions, and out-punch.
• Paperwork management by operations staff.
• Misspecification of the product, resulting in additional labor expenses.
• Concealed damage.

Action

• Conduct training in conjunction with Supervisors to correct issues that affect labor costs.
• Work with Scheduler daily to ensure direct-to-site goals are being met.
• Review each budget, track results, make recommendations, and then implement changes to ensure quoted jobs are within budget.
• Monthly training for all operations to reinforce labor reduction.
• Track budget and adjust in Best of Class Team to ensure goals are met.
• Evaluate optimal vehicle needs for work crews daily and make recommendations to the President.
• Evaluate all contract labor groups; establish standards, and set up monthly scorecards for performance.
• Maintain development files on each direct report. Identify strengths, weaknesses, training needed, and growth opportunities.
• Conduct daily site visits, document labor opportunities, and report to the President.

Qualifications

Successful Candidate Requirements

• A bachelor's degree from an accredited university is required.
• 10 years of operations management leadership experience at an office furniture dealership is preferred, however, other commercial interiors, manufacturing, or distribution industries are a plus.
• Strong profit & loss experience with a proven record of controlling and driving costs out of the company.
• Ability to create, present, implement, and course-correct annual business plans.
• Driver personality who will set high standards and hold team members accountable.
• Team player who will work well with all levels of the organization.
• Ability to operate equally well at the strategic and tactical levels.
• Has the willingness and desire to get into the details of the operation daily.
• A strong work ethic and the ability to manage a high volume of work is required.
• Firm but fair with disciplinary action and accountability.
• Proven experience and ability to hire, train and develop team members.
• Proven experience with office furniture, walls, flooring, and commercial move installation projects.
• Experience managing project managers, punch resolution and quality assurance.
• Solid understanding of labor quoting for furniture, walls, and commercial move projects.
• Warehouse and distribution management experience.
• Strong focus on inventory control and accuracy management.
• Strong customer service focus and mentality.
• Proven experience and ability to work through challenging customer issues effectively.
• Experience working with commercial general contractors and reviewing contracts.
• Experience working with subcontractor labor groups.
• A strong understanding of continuous improvement principles and KPIs.
• Ability to lead and advance the organization's safety team.
• Experience with managing facility requirements.
• Experience with managing vehicle fleet and operational equipment.
• Proven organizational and follow-through skills are required.
• Strong written and verbal communication skills are required.
• A passion for excellence is required.
• A humble and teachable demeanor is required.
• A valid North Carolina driver's license is required.

Customer Satisfaction Measurements

• Identify and implement a training program for one specific area of improvement related to customer satisfaction per quarter.
• Conduct and document a minimum of five site visits per week.
• Customer survey score on installation performance each quarter is greater than 8.7 on a scale of 1 to 10.

Additional Information

Benefits

Competitive benefits and compensation package offered

• Relocation Expenses
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

EEO/AAP Employer, Gender/Minority/Veterans/Disables/Sexual Orientation