Experience Inc. Jobs

The Regional Operations Manager (ROM) is responsible for the oversight and management of all aspects of the Operation's Service and Installation teams with their assigned region. This role will provide guidance, expertise, coaching and counseling to all operations staff and will work closely with other leaders within the organization to drive efficiency and cross teaming that are critical to delivering the highest levels of client service. The ROM will possess a deep knowledge of the company, our internal processes, our software, and the Operations Department's service model to ensure a consistent and outstanding service delivery to all supported parties and clients. Key success factors for this role include the ability to build effective relationships, communicate effectively, and cultivate a high performing team.

Essential Duties and Responsibilities include the following:

Project a behavior that models and reinforces the Company's core set of values.

Manage all aspects of Operations to ensure the highest levels of efficiency and customer satisfaction.

Manage client and vendor relationships including several outsourced service providers to ensure the highest levels of consistent and quality service delivery.

Foster a positive, collaborative environment; meet regularly with direct reports to understand issues and assess workload, service challenges, and provide continuous, ongoing performance feedback.

Drive performance management processes including annual goal setting, mid-year evaluations, and year-end review processes; work collaboratively with the Director of Operation, VP of operations and the HR Department on talent development and performance issues.

Develop and track key performance indicators (KPIs) for the region, regularly reporting on these to the Director of Installation.

Recruit and develop high performing talent; interview, make hiring recommendations.

Understand and assess skill levels to recommend appropriate training and professional development, counsel and motivate direct reports to capitalize on their strengths and improve development areas.

Identify and implement cost-saving measures within the region without compromising service quality.

Where and when required, act as a project manager responsible for overall planning, direction, coordination, implementation, execution, control and completion of specific projects.

Review and leverage Monday.com for project management, task & project tracking, and team collaboration to ensure efficient workflow and timely project completion.

Oversee the region's installation calendar including timelines, risk mitigation, resource allocation.

Implement and manage Geo-fencing technology to optimize service, installations, improve clock in times for techs on prevailing wage projects, and enhance overall team efficiency.

Maintain compliance with all safety and site-specific rules and regulations, legal regulations, and human resource policies.

Support and contribute to the Department's strategic goals, process standardization and continuous process improvement.

Create an environment that builds accountability for and commitment to meeting objectives; build trust, confidence, and credibility with direct reports, which include the ability to exercise discretion when dealing with privileged, personal, or confidential topics.

Completion of other duties and special projects, as assigned.

Identify and share best practices across regions to promote continuous improvement throughout the organization.

Develop and implement contingency plans for potential operational disruptions.

Oversee relationships with key vendors and service providers in the region, ensuring they meet performance standards.

Utilize company cam software to document job sites, track progress, and ensure quality cont