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Regional Operations Manager - Riverton, United States - Milestone Technologies
Description
The Regional Operations Manager is responsible for leading a high-performing function and running daily operations helping drive innovation, growth, facilitating strong partnerships internally with peers and our client's technical and inventory teams, and supporting category leadership.
The Regional Operations Manager is responsible for executing all SOW deliverables, driving a well-defined quarterly and other business review processes, and shaping the overall program scope.
The Regional Operations Manager will act as the primary day-to-day escalation point with our clients and regional business owners. Our Regional Operations Manager will manage costs as well as headcount projections.How You Make An Impact:
Oversee the daily execution and scheduling of all technical staff to ensure efficient utilization of technical resources to support Data Center & Logistics Services and the associated KPIsImplement the policy defined by the client and assumes the overall leadership role in guiding all administrative, fiscal, training, counseling, and mentoring of technical staff to achieve high-quality service execution within the Logistics & Data Center Operation Services functionManage and be accountable for delivering the outcomes and outputs of the Milestone Datacenter Service program for the client with broader service improvement programsSupport the ongoing evolution of the client's datacenter service strategy, service delivery design principles, methodology, tools and processes, and work to bring efficiency across the client's serviceAct as primary coordinator of all CSI, Service Support, and SME resources to drive proactive collaboration within the client service teams to identify opportunities for service efficiency, automation, and compliance, which have a demonstrable value addUse the principles of ITSM, Lean Six Sigma, and other continuous improvement tools and best practices in the areas of lean manufacturing, they will define, develop, and design a CSI framework to;Lead the capture, qualifying, and documenting of all service improvementsLead the initiation of CSI development through the support and guidance of Technical Operations teams to perform onsite customer assessmentsLead and promote technical awareness of the Value Stream Mapping process and activitiesAnalyze and prioritize data-driven improvementsContribute and influence the design and development of data dashboards to support operational service measurements to support in-depth operational data analysisCollaborate with client stakeholders to further understanding captures within service metrics, SOPs, and MOPsPromote coaching and mentoring of all functional process owners (Technical SMEs) in the concepts of Lean Six Sigma and other continuous improvement tools (PDCA & DMAIC)
Provide key inputs into the development of the continuous improvement training curriculumPromote Lean Six Sigma certification standards and develop a Lean Six Sigma internal communityResearch new and emerging industry trends regarding methodologies and technologies to be able to evaluate whether these can offer any service benefitAct as the reference point for Milestone and Pure Storage stakeholders for feedback/input regarding any changes or additions to the Service Operation Delivery and Execution (SOPs, Systems, or Tools)Lead Milestone engagement on CSI project meetings, Analysis, and ReportsPerform various managerial duties including the overview and approval of work schedules to maximize the department's effectivenessActs as the Project Manager, ensuring all employees are meeting deadlines and goals, meeting with them regularly to track progress and assist/escalate when neededConduct Quarterly Business ReviewsConduct employee one-on-one meetings at a regular cadenceCollaborate with the Account Manager and Client on all financial aspectsConduct yearly employee performance reviewsStay up to date and aware of all clauses on SOW drafted between Account Manager and Client ManagerEnsures all SOW deliverables are metTracks the Service Performance including all KPIs and OKRs on measurable deliverables and produces metrics reporting on a weekly, monthly, and quarterly cadenceActs as the client's primary point of contact for all employees related HR, financial issues, and concernsTeam performance management and monitoringHelp monitor performance to align with goals (MTTR, throughput, ticket counts)Create and QC of SOPs/MOPs for Data Center and Logistics changes and proceduresProvide technical and problem resolution supportDevelop, lead, and maintain a focused safety culture to promote Safe Work Practices, Hazard, Management, and Risk Management through toolbox talks, 5S, and RCA investigation techniquesMaintain a holistic view of the service and committed resultsWhat You Need to Succeed:
This role requires a broad skill set including strong relationship management and negotiation skills, people leadership and development, client-facing business acumen, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their usersMinimum 2 years of experience in Operations Management, Customer Service Management, Client Service Management, or similar/relevant roleExperience in lean management for operations, planning, finance, or consultingProject Management - proven ability to lead cross-functional projectsProficiency with tools including Slack, Jira, Microsoft Word, Excel, PowerPoint, Outlook, and TeamsExperience developing, mentoring, and managing a team, especially across several geographiesStrong analytical and problem-solving skills with extensive business acumenAbility to thrive in dynamic fast paced environmentHighly innovative, flexible, and self-directedPeople Skills - maximizing trusting effective relationshipsStrong interpersonal skills and an assertive approach, whilst maintaining your ability to be vocally self-criticalStrong listening skillsExcellent communication and intercultural skillsEfficient written and verbal communication skillsProfessional appearance and demeanorAbility to interact and engage professionally with guests, management, employees, customers, and suppliersPassionate self-starter, decisive and able to move with speed to implement ideasAbility to learn quickly and master new technologyAbility to exercise wise judgementPossess a strong decision-making abilityStrong organizational skills with attention to detail and quality
Preferred Skills:
Bachelor's Degree from an accredited institutionMulti-site experience leading teams and operations#L1-MM1
