Operations Manager

About Company:

At Long Home, we believe in delivering excellence to our customers and investing in the growth of our employees. Established with a commitment to quality craftsmanship and superior customer service, we have become a trusted name in the home improvement industry. Specializing in premium windows, doors, roofing, siding, and bathroom remodeling, we strive to enhance the beauty, comfort, and value of every home we serve.

Our mission is to provide homeowners with high-quality products and unmatched customer experience. We achieve this through innovative solutions, dedicated team members, and a culture that fosters collaboration, integrity, and professional growth.

As a rapidly growing company, Long Home offers employees the opportunity to work in a dynamic and supportive environment. We are passionate about creating pathways for career advancement while maintaining a strong sense of purpose and community. When you join our team, you become part of a company that values your contributions and invests in your success.

Discover your potential and make a lasting impact with Long Home— where your skills, ideas, and dedication drive our shared success.

About the Role:

The Operations Manager oversees all operational functions including all projects from post-sale (net) through to install complete (paid in full) and all customer service teams. This includes all new business contracts and administrative duties including file reviews and netting, HOA reviews and approvals, permitting and inspections, ordering, receiving, scheduling, approval of purchases, material costs of goods sold, processing/entering of payments and all customer service communications. The Operations Manager is responsible for reputation management, regulatory compliance, customer complaints and assisting with legal matters relating to the company operations.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Oversee company operations including customer success, customer service, service, procurement, customer fulfillment, permits and inspections and operations training.
• Coach, develop, and motivate Operations team to maximize the potential installation volume of all jobs sold.
• Oversee the day-to-day operations of the team to ensure the goals are consistently met.
• Identify and act on performance trends to ensure attainment of goals and performance targets.
• Ensure team members achieve desired levels of service performance and correct it if needed.
• Prepare reports and analyze Operations team member data such as lead assignment effectiveness and dispatcher productivity, to improve processes, ensure resources are properly allocated and maximize efficiency.
• Manage accounts receivable process.
• Oversee and monitor GuildQuality, social media, online comments and reviews pertaining to Operations and intervene as needed to resolve issues.
• Manage and own to completion complaints from all state, county, city and federal regulatory agencies in states where LH operates related to Operations.
• Manage and continually improve operational workflows.
• Oversee onboarding process for Operations new hires.
• Ensure compliance with company lead safe work programs (LSWP).
• Work with sales, production and finance to ensure steady flow of incoming contracts and collection of funds on completed projects.
• Ensure job costing falls within acceptable margins.
• Work with Regional Directors to ensure subcontractor staffing is aligned with company demand.
• Oversee material COGS across all markets.
• Oversee all processing/entering of deposits, final payments and collection of A/R once Certificate of Completions is received.
• Hire, train, coach, and lead Operations team members to ensure quality of service provided aligns with Long Home values.
• Monitor team’s individual and collective results through audit of quality assurance strategies and compliance with company policies.
• Organize and oversee all operations training with management team, including managing all job descriptions and standard operating procedures (SOPs).
• Manage operations training logistics, including inventory, scheduling, travel, etc. as needed.
• Provide verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.
• Maintain an environment that embodies the company’s Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Perform other related duties as assigned.

Minimum Qualifications:

• 3 years of experience in operations management
• Strong leadership and communication skills
• Excellent problem-solving and decision-making abilities

Skills:

As the Operations Manager, you will need to have strong leadership and communication skills to effectively manage and motivate your team. You will also need excellent problem-solving and decision-making abilities to identify and implement process improvements. Proficiency in Microsoft Office and other relevant software is essential for this role. Preferred qualifications include experience in the manufacturing industry, Lean Six Sigma methodologies, and ERP systems. These skills will be used daily to ensure our operations are running efficiently and effectively.