SUMMARY
We have a dynamic leadership opportunity for an individual who is excited about growth and driving high operational standards in a fast-paced organization. This role is best suited for a collaborative, hands-on leader with a passion for continuous improvement and excellence.
Reporting to the company’s President, the Director of Operations will be responsible for overseeing the daily operations of the Operations Management team and a remote Field Service technician program from Quote to Dispatch through Invoicing by ensuring quality, efficient Case management and process refinement while driving to better-than-industry metrics. The Director of Operations will also manage the Technical Service team Representatives (TSR) who are the first customer touch point in our process. This will include co-developing and implementing the plan for monetizing the TSR services as well as transitioning to software that supports a better Customer Experience for Bold’s customers. The inspirational and influential leader in this position is expected to infuse the organization with new thinking, adaptability, and improved ways of operating, while providing a path for revenue growth and competitive advantage.
RESPONSIBILITIES AND ACCOUNTABILITIES
- Serve as a trusted partner to the President to assess, design, recommend, evaluate, and execute to operating plans (revenue/costs/margins), talent development goals, and growth objectives.
- Deliver operational excellence through developing and executing strategies that ensure costs are optimized while driving best in class service delivery for North American clients.
- Drive results from both an operational and financial perspective working closely with the finance department, President, and other key management members.
- Develop and implement plans to drive measurable improvements in all operational aspects of the organization, focused on (1) Growing Billable Dispatch Revenue, while increasing Customer Satisfaction and decreasing costs; (2) Growing and refining the Customer experience and our internal process of providing technical support over the phone and via text; and (3) Growing People through expanding training and mentoring processes.
- Manage training and technical strategy for field service team.
- Own delivering cost reductions to meet margin improvements for Inverter Services.
- Provide visibility to the President regarding risks and open issues for clients.
- Manage third party contracts, drive supplier scorecards, evaluate supply risk and manage the relationship with these suppliers.
- Optimize repair spending and provide minimum target annual savings through cost reductions, cost avoidance and operational improvements.
- Optimize and improve all internal processes to ensure data accuracy and compliance with BOLD Policies
- Manage customer escalations and provide a path of prioritization.
- Develop, recommend and implement new revenue opportunities within the sustaining side of the Solar Industry, working with engineering and Supply Chain to identify, recommend and implement lines of revenue growth.
- Leverage existing financial and ERP/system(s) competencies to measure, communicate and drive results, and improve information flow internally and externally.
- Champion data-driven, continuous improvement efforts through leading, teaching, and holding people accountable for achieving key objectives.
- Build and sustain a high-performing operational team towards continued functional excellence while maintaining a collaborative culture.
PERSONAL CHARACTERISTICS
- Excellent leadership and interpersonal skills; high aptitude, low ego, steady optimism, with a dash of creativity.
- High level of intellectual horsepower; analytical, operationally oriented and metrics driven.
- Strong positive outlook and demeanor towards the business and its people.
- Impeccable integrity and high ethical standards; can proactively help to shape a positive culture.
- Willing and able to swiftly make difficult decisions and have difficult conversations while still showing empathy.
EXPERIENCE REQUIREMENTS
- 10 to 15+ years of progressive leadership roles within Operations.
- 10+ years hands-on management and leadership experience.
- Bachelors degree in Operations Management, Organization Behavior, Industrial Engineering, Business, or related field.
- Demonstrated skills, knowledge, and experience in the design and execution of growth strategies and plans.
- Ability to comprehend complex technical topics and specialized information and conceptualize as well as operationalize strategies.
- Experience working in and fostering a “performance-based” environment.
- Ability to build, manage, and develop high performers as well as efficiently interact with organizational leaders.
- Key competencies of leadership and development, impact focus, adaptability, project management, and strong influencing skills.
- Strong understanding of highly-complex Engineered Products in regard to Repair and Service Operations and quality processes.
- Strong project management experience.
- Understanding of Total Cost Analysis, project management methodologies, Kaizan, Lean Manufacturing or similar practices.
- Ability to effectively communicate with all levels in an organization.
- Proven or demonstrated performance in Operations and/or Service management for highly-complex Engineered products.
- Proactive problem solver with strong planning orientation.
- Excellent communication skills, both written and verbal.
- Excellent working knowledge of Service Operations and Engineering Processes
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
- Life insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Supplemental Pay:
Ability to commute:
Education:
- Bachelor's (Required), Master's preferred
Experience:
- Management: 10 years (Required)
Work Location:
- In person – with some hybrid remote
- Some travel required
Pay: $115,000.00 - $125,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Experience managing remote personnel, specifically field service?
- Experience with operational software transition?
- Experience with new business lines and new growth?
Education:
Experience:
- hands-on management and leadership: 10 years (Required)
Ability to Commute:
- Windsor, CO 80550 (Required)
Work Location: Hybrid remote in Windsor, CO 80550
