What are the responsibilities and job description for the Operations Manager - Raleigh/Durham position at BDS Dealer Pros?
BDS Dealer Pros
JOB TITLE: Operations Manager
REPORTS TO: Director of Operations – Jordan Alverson
The main difference between responsibility and accountability is that responsibility
can be shared while accountability cannot. Accountability is understanding that you, and every single person within your organization, is responsible for delivering the results the organization needs to achieve. Being accountable not only means being responsible for something but also ultimately being answerable for your actions and the actions of your team.
Job Duties:
1. The Operations Manager will be scheduled to be on site 40 - 50 hours per week,
namely the busiest times for the dealership.
a. Regular attendance and punctuality are required.
2. The Operations Manager should be the main contact for dealership
management.
3. Ensure that each of their locations is open all the hours of the dealership
including staying open as long as the dealer needs our services, even after the
regular hours of operations when needed.
4. The Operations Manager is Accountable for the following duties:
a. Oversee that Team Leads are properly managing workflow and work
progress.
b. Help Team Leads to maximize employee productivity.
c. Quality check and quality control of work completed by team members
and vendors by performing weekly lot walks.
d. Monitor staffing, Track that required lunch breaks are being taken, review
chemical orders, and coach Team Leads on how to avoid damages to
control costs.
e. Must know and follow workers comp protocol.
f. Assist Team Leads in all phases of their job descriptions when overburdened or absent.
g. Hold Team Leads accountable for cleanliness of their locations.
5. Display a positive attitude and lead by example.
6. Use appropriate tact when dealing with employees and dealership staff, to help
maintain appropriate and positive working relationships.
7. Display a willingness to learn new skills.
The Operations Manager is accountable for running efficient and profitable Detail and
Reconditioning locations. She/he must operate the department in such a manner as to maximize
production, control costs, build a loyal clientele, maintain good employee relationships, attain
quality and profit objectives and maintain proper employee and corporate records. An individual's attitude affects customers, co-workers and job performance. Therefore, the position requires that an employee maintain a positive, progressive, cooperative attitude each day, with an ultimate focus on customer satisfaction. The Operations Manager must read, understand, and ensure consistent, strict adherence to the policies contained in the employee handbook. She/he must also ensure compliance with all state, local and federal laws and regulations.
ATTENDANCE:
Regular attendance and punctuality are essential requirements of the job. Adherence to
The company's attendance policies are very important.
PERSONAL APPEARANCE
Maintain a high level of personal grooming, hygiene, and uniform appearance: ensure personal
appearance is consistent with the Dealership's grooming and personal appearance standards.
Wear a name tag during working hours and whenever in contact with customers.
SPECIFIC RESPONSIBILITIES
Customer Relations:
- Train BDS staff to promote customer satisfaction.
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Train the Team Leads and supervisors on company processes to ensure quality and turnaround times.
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Ensure that common inconveniences, complaints, and misunderstandings are dealt with fairly
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and quickly.
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Establish and maintain a system to ensure all objectives for performance are met on a daily
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basis.
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Handle customer complaints that demand management's attention tactfully, promptly, and
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with genuine concern for the customer's problems.
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Ensure that every employee exhibits pride in workmanship.
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Must be able to interact effectively with customers.
Production:
- Apply the teamwork principles to each location
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Determine staffing requirements using the labor objectives doc and information on incoming
volume predictions from the dealership.
- Hire and maintain a technical production staff that can perform all types of BDS services
on the products the dealership sells.
- Ensure that all the necessary shop equipment is in proper and safe working condition.
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Ensure that special tools are obtained and maintained as necessary for the detail and
reconditioning of the vehicles the dealership sells.
- Ensure that the training is scheduled as necessary to properly detail and reconditioning all the
vehicles the dealership sells.
- Implement processes for maximum efficiency.
Financial:
- Understand and monitor the department's financial data daily and monthly.
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Control budgets for personnel and other expenses
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See that the dealership receives full value for services purchased
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Verify information provided on invoicing to ensure proper payment.
Personnel:
- Maintain proper level of staffing and scheduling to achieve optimum coverage and expense
control.
- Know and understand employment policies and procedures pertaining to employment
matters including FMLA, workers compensation issues and other absences. Communicate all
such absences to the Operations Director for guidance.
- Know, understand and actively enforce the company "No Harassment Policy". Report
immediately to Human Resources or the Operations Director any situation you observe that you believe may be a
violation of that policy.
- Upgrade and maintain employee morale by providing advancement opportunities and
promoting from within whenever possible.
- Train back-up personnel for every position in the department.
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Be firm but fair in all decisions and solve problems by taking positive action.
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Strive to increase the production and potential earnings of every employee.
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Ensure that all employees arrive and depart work at established times and follow company
policies.
- Counsel and discipline employees, as necessary.
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Report to upper management any situation or condition that jeopardizes the safety, welfare,
security, or integrity of BDS, the dealership, its employees, or customers.