Job Description

The Specialized Recruiting Group is hiring a New Residential Operations Manager for a construction firm client of ours in Charlotte, NC. Check out the full job description below:

Job Overview:

The New Residential Operations Manger is responsible for the overall success of a single family operating division, focused on plumbing and/or hvac (heating, ventilation and air conditioning) for new residential construction. Success in this role will require:

• Proven leadership of field operations teams consisting of area managers, supervisors and field install crews (tradesmen).
• Communication, collaboration and leadership skills capable of influencing results through cross-functional shared services teams (construction services, builder contract coordination, purchasing, warehouse & logistics, accounting, data & technology, etc.).
• Operational excellence in all things, inspiring others to follow.
• Courage to be a cultural champion, educating and influencing all levels of their organization
• Passion for building strong relationships internally and externally (customers), with a desire to deliver second-mile service.

Duties, Tasks, and Responsibilities

Field Operations Leadership

• Oversee daily operations of area managers, supervisors and tradesmen.
• Collaborate with key stakeholders (builders) weekly/monthly/quarterly/annually to forecast demand; effectively communicate with subcontractor agencies, shared services teams, area managers and supervisors to plan labor and material accordingly.
• Regularly monitor key performance indicators (KPIs) like operational scorecards (e.g., On-time schedule adherence, job cost overages, inspection pass rates, etc.) and engage where necessary to drive successful outcomes.
• Promote a digital-first mentality; empower field operations teams with technology to maximize real-time data capture, data accuracy and data availability.
• Provide strategic leadership to field operations teams, ensuring alignment with organizational objectives.
• Monitor field activities to ensure compliance with contractual requirements and building codes.
• Drive adherence to safety protocols and quality standards.

Frontline Field Performance

Capacity

• Measure and regularly engage in coaching conversations with area managers to maximize team capacity (volume of production per crew).
• Own the health of training program execution and effectiveness, as a source for future capacity development.

Efficiency

• Measure and regularly engage in coaching conversations with area managers to maximize team efficiency (volume of production vs hours worked per crew).

Quality

• Measure and regularly engage in coaching conversations with area managers to maximize 1st-time quality for the team (volume of production vs rework hours per crew).

For All Performance Metrics

• In partnership with area managers, identify and encourage high-performing crew leaders and helpers.
• In partnership with area managers, identify and coach low-performing crew leaders and helpers; when needed, assist area managers by co-crafting improvement plans and measure change over time.
• Analyze data on a regular basis and identify changes to positively impact performance overall for the division; share feedback and findings with other divisions.

Safety

• Accountable for driving a safety-first culture; lead by example.
• Personally review all safety violations and incidents; coach when needed at the appropriate level.
• Partner closely with Safety leadership to communicate toolbox talks.
• Review all jobsite audits performed by Safety leadership and/or Builder Safety teams.
• If jobsite safety concerns are raised, serve as the primary contact and communicate with the customer’s field construction management team.

Financial Performance

• Monitor and manage direct labor costs to maintain budgetary compliance and improve efficiency.
• Develop and implement strategies to optimize labor and reduce inefficiency.
• Partner with purchasing and warehouse leadership to optimize material costs per job and reduce waste.
• Partner with financial teams to establish cost-control measures and improve profitability.
• Actively engage with area managers and supervisors to maintain and evolve transaction-level job cost controls capable of positively impacting labor, material and other direct costs.
• Analyze financial reports regularly provided by accounting to identify trends, opportunities for cost savings, and operational controls to improve.
• Collaborate with operations and accounting leadership to assist with the development of annual budgets, and subsequent measurement/tracking of health.

People Leadership & Relationship Building

• Perform 1:1s and skip-level 1:1s, as required.
• Draft and present performance improvement plans, as required.
• Foster a culture of operations excellence, accountability, collaboration, and continuous improvement among all frontline field teams.
• Build and maintain close working relationships internally with key stakeholders in functional groups, such as Accounting, Purchasing, Data & Technology, Warehouse & Logistics, etc.
• Participate in regularly scheduled performance reviews, in accordance with process set forth by HR. Assist area managers and supervisors where needed to provide actionable feedback (e.g., quarterly frontline field performance metrics, monthly capacity/efficiency/quality metrics).
• Mentor and develop area managers to enhance team performance, effectively cascading performance expectations and cultural alignment downstream to individual crews.
• Partner with HR to address training needs and implement employee development programs.

Qualifications:

• Ability to identify, analyze, and solve complex business problems.
• Demonstrated ability to drive cost-saving initiatives while maintaining quality and service levels.
• Excellent oral and written communication skills, capable of presenting internally and externally to garner alignment on high-impact decisions.
• Positive and hard-working team player who’s passionate about working with people at all levels of the organization.
• Extensive experience in field operations and large-scale team management.
• Exceptional mathematical and multitasking skills.
• Employee development - coaching, educating, and motivating to achieve outcomes.
• Motivated by a fast-paced environment and capable of adapting to changing demands.
• Strong knowledge of Microsoft Suite, especially Microsoft Excel and Power BI.
• Objective and timely decision-making skills, using fact finding (data, personal interaction, etc.), root cause analysis, weighing alternatives and sound judgment.
• Expertise in analyzing data, identifying trends, and utilizing business acumen to draw meaningful conclusions and inform decisions.

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