Director of Operations - Appliances

Job Description

Title: Director of Operations - Appliances

Reports to: VP of Operations

Prepared: February 20, 2025

Summary

The Director of Operations - Appliances (DOOA) oversees the LX Pantos/LG appliance installation business across multiple cities in the Southeast. This role is responsible for ensuring inventory accuracy, managing daily schedules to meet customer demand, and maintaining a strong relationship with LX Pantos on daily operational needs. The DOOA will oversee multiple warehouse supervisors and must be able to travel as needed across NC, SC, TN, and VA, with travel not exceeding 60% of their time.

Primary Duties and Responsibilities

Inventory Management

• Ensure inventory accuracy above 97% across all Storr Logistics-operated warehouses using the LX Pantos Warehouse Management System (WMS).
• Train warehouse supervisors on the proper use of the LX Pantos WMS for receiving inventory, assigning inventory to routes, performing weekly cycle counts, and escalating inventory issues.
• Conduct monthly cycle counts at each warehouse to exceed LX Pantos’ expectations and provide accurate inventory data to channel partners.
• Maintain organized warehouses that follow LX Pantos-approved layouts and comply with OSHA and Storr Logistics Services safety requirements.

Team Member Staffing

• Ensure proper staffing levels at all warehouse locations and anticipate potential staffing changes.
• Train team members on the LX Pantos installation process, system usage, and customer interactions.
• Conduct weekly one-on-one meetings with warehouse supervisors to provide coaching on performance, customer satisfaction, and inventory management.
• Collaborate with the Storr Corporate Trainer to develop and provide necessary training materials.
• Conduct interviews as needed to fill warehouse and installer positions across multiple locations.

Appliance Installation

• Ensure installers follow LX Pantos training requirements for residential and commercial installations.
• Enforce the use of site protection tools, including floor protectors, door protectors, and post-install coverings.
• Maintain high customer satisfaction by ensuring installers are professional, punctual, and skilled.
• Conduct site visits to inspect installation quality and provide coaching as needed.
• Meet with builders to understand expectations for upcoming neighborhood assignments.
• Provide ongoing training to maintain exceptional service quality.

Customer Satisfaction

• Respond to all internal and external inquiries within the same business day (“Sundown Rule”).
• Maintain a Customer Satisfaction score of 9.0 or higher through strong team training and professionalism.
• Reinforce the importance of exceptional customer service in regular meetings with warehouse supervisors.
• Ensure all team members deliver a professional customer experience.
• Be available on-site to coordinate and resolve installation issues as they arise.

Supervisory Responsibilities

The DOOA oversees the following personnel:

• Warehouse Supervisors
• Lead Appliance Installers
• Appliance Installers

Time Allocation

The DOOA is expected to manage their time efficiently, averaging 45 hours per week:

• 60% (27 hours): Fieldwork—coaching, feedback, and project oversight to ensure timely, safe, and high-quality installations.
• 10% (4.5 hours): Providing feedback to Warehouse Supervisors and status updates to the VP of Operations.
• 10% (4.5 hours): Overseeing and approving time cards, receipts, and expenditures; ordering supplies as needed.
• 10% (4.5 hours): Conducting inventory audits, cycle counts, and resolving inventory issues.
• 10% (4.5 hours): Responding to emails, attending meetings, and handling administrative tasks.

Minimum Requirements:

• Valid North Carolina Driver’s License
• Minimum 6 Years related experience preferred
• Proven organizational and follow through skills required
• Proven leadership ability skills required
• Excellent communication and interpersonal skills required
• Ability to work effectively in a team environment
• Ability to work after normal business hours as needed to support the team and meet customer expectations.
• Bachelor’s Degree Preferred
• Travel Up to 50% of the Time