What are the responsibilities and job description for the Service Operations Manager position at Grover Gaming?
Job Title: Service Operations Manager
Department: NH Field Services
Reports To: Field Services
Status: Exempt
WHO WE ARE: Grover Gaming, headquartered in Greenville, North Carolina, is a software design and development company that specializes in electronic gaming throughout the United States and Canada. Having employees located in multiple states, we are working every day toward building a strong foundation of humble, passionate people, effective processes, and superior products. Our dedication to customer service, adaptability, and a diverse range of products has solidified our position as a global leader in the electronic gaming industry. Grover Gaming is a 3-year Inc 5000 award recipient, recognizing the fastest-growing privately held companies in the United States and was recently honored with a Glassdoor Employees’ Choice Award. Our company strives to support local communities and has helped raise over $500 Million for charities through its partnerships in charitable gaming markets.
SUMMARY: The Service Operations Manager is responsible for leading all team members in the efficient and profitable operation of Grover Gaming. They are responsible for managing the day-to-day operations, maintaining high standards and conditions, and fostering a positive environment, which provides fast, efficient, and friendly service ensuring a quality experience for both our customers and team members. The Service Manager sets the tone and personality of the team by being an advocate of training, customer service, product knowledge, and education, encouraging safe work practices, and a demonstrated commitment to our mission, vision, and company values.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
RESPONSIBILITIES:
- Understand company Mission, Vision, and Values and be an ambassador of these principals.
- Exemplify the core values of our company: Passion, Adaptability, Reliability, and Teamwork.
- Provide leadership to management staff to drive performance, enforce quality standards, plan/organize deployment schedules, motivate employees, remove barriers, and create an environment in which teams are driven to excel.
- Identify opportunities related to operations/service, consistent with the company’s goals and objectives and necessary to maintain the organization’s competitiveness in the marketplace.
- Provide leadership to implement identified opportunities.
- Create, institute, and continuously improve the effectiveness of process management practices at all locations.
- Work collaboratively with other department heads to establish focus, improve performance, develop strategy, and facilitate change management.
- Work with sales teams to help set and meet daily and quarterly goals.
- Oversee and report weekly and monthly metrics.
- Work with management staff on human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
REQUIREMENTS:
- Must have a high school diploma or equivalency.
- Ability to drive a culture of quality and personal accountability through the development and delivery teams.
- Excellent written, oral, and interpersonal communication skills.
- Excellent organizational and time management.
- Advanced analytical, evaluative, and objective critical thinking skills.
- Ability to gather data, compile information, and prepare reports.
- Skilled in organizing resources and establishing priorities.
Extreme proficiency in MS Office programs: Word, Excel, and PowerPoint.
WORK ENVIRONMENT: The usual work environment is typical of an office environment. The noise level in the work environment is usually moderate with no material or weather-related hazards except those associated with travel.
This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.
