Senior Installation Manager
Nashville, TN
Full Time
Operations
Experienced
Position Overview
The Senior Installation Manager is responsible for driving customer satisfaction through Installer engagement and business process improvement. The Senior Installation Manager will coordinate and leverage the resources of multiple departments under his/her direction to achieve on-time installation and 100% customer satisfaction.
Qualifications
The Senior Installation Manager is responsible for driving customer satisfaction through Installer engagement and business process improvement. The Senior Installation Manager will coordinate and leverage the resources of multiple departments under his/her direction to achieve on-time installation and 100% customer satisfaction.
Essential Job Functions
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Recruit and select personnel for installer positions based on needs in the market and future growth within the market. Manage Install Partners at 125% of Capacity.
- Hold Installers accountable to established policies through inspections, scheduling, and capacity management.
- Ensure that all projects are measured and scoped properly and efficiently to ensure proper installer preparedness.
- Perform analysis to accurately forecast resource needs and efficient and effective flow of installations through the pipeline on a daily basis.
- Lead and support the continuous improvement initiatives to drive growth, hit revenue and COGS goals, and protect and advance our company reputation.
- Identify, evaluate, and recommend opportunities for improving the customer experience.
- Ensure and own the 5-Star Customer Experience and drive the team to exceed regional targets for customer satisfaction metrics.
- Coordinate closely with established vendors to ensure availability of products needed to meet established service delivery deadlines.
- Leverage data to monitor and recommend resource needs to execute strategy within varying demand scenarios.
- Manage and review labor submissions from Installation partners.
- Mitigate and resolve customer escalations with urgency, determination and focus on achievement of total customer satisfaction. Resolve all customer complaints and collections.
- Manage to the “big picture," understanding the complexity and downstream impacts of the customer service delivery process and ensuring that delivery flows smoothly through the system.
- Intervene when necessary to resolve disputes according to established Improveit policies and procedures and use established methodology for all customer interactions.
- Foster a team environment and a customer-focused culture throughout the organization.
- Hold direct reports accountable for achieving results through coaching and performance management.
- Consistently provides feedback and direction to direct reports to promote employee development, engagement and business knowledge.
- Partner with Human Resources to ensure firm, fair and consistent application of Human Resources practices and policies.
- Promote and maintain a safe work environment.
Qualifications
- Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
- Goal Oriented - Ability to focus on granular, day-to-day goals and obtain a pre-determined result.
- Resource Management (People & Equipment) - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
- Accuracy - Ability to perform work accurately and thoroughly.
- Organized - Possessing the trait of being organized to following a systematic method of performing a task.
- Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
- Analytical Skills – Ability to use critical thinking and reasoning to solve problems.
- Management Skills - Ability to organize and direct oneself.
- Professionalism – Conduct and appearance is professional and to company standards and policies
- Communication – Ability to use effective verbal and written communication skills.
- Conflict Resolution – Ability to deal with others in difficult and sometimes antagonistic situations.
- Accountability – Ability to accept responsibility and account for his/her actions and decisions.
- Education/Experience: Bachelors’ Degree, at least 7 years of operations experience with a customer service focus, and at least 4 years’ supervisory experience; or any equivalent combination of education and experience.
- Computer Skills: Proficiency with Microsoft Office (Word, Excel, Outlook).
- Licenses and Certifications: EPA RRP Certified (Preferred)
What We Offer:
Serving the needs of homeowners since 1989, Improveit! Home Remodeling is a leading replacement contracting company headquartered in Columbus Ohio. Markets served include Columbus, Dayton, Cincinnati, Louisville, Lexington, and Southern Indiana. We specialize in replacement windows, bathroom remodeling and kitchen transformations. BBB-Accredited and 24-time Consumers’ Choice Awards Winners, we’ve completed over 60,000 jobs with about one in four of those being for a repeat customer.
We foster a culture focused on winning and our passion is deeply rooted in continuous improvement. We seek leaders who are interested in developing leaders. For us, “Improveit” is more than a name – it’s an attitude that governs all that we do for our staff, our customers, and our communities.
We value curiosity, passion, continuous improvement, and the relentless pursuit of excellence. If working for an organization that is driven to be the best and understands that it takes a stellar mix of people, processes, and technology to be a leader, this could be the home for you. If the idea of helping our organization grow through human resources excellence and helping an incredible Company reach even greater heights sounds like music to your ears, we invite you to apply today.
- Highly Competitive Compensation
- Medical and Dental Insurance Options
- 401k Retirement Saving Plan
- Paid Vacation and Personal Days
- Upbeat, Positive Work Environment
- Career Advancement Options
- Contests and Fun Culture Initiatives
- Brand New Offices
- Entrepreneurial Growth-Oriented Workplace
- Advanced Technology Tools
- Focus on Work-Life Balance
- Strong Commitment to Marketing Excellence Across Organization
- Stability of a 33-yr old Company with the fuel of a rocket ship!
Serving the needs of homeowners since 1989, Improveit! Home Remodeling is a leading replacement contracting company headquartered in Columbus Ohio. Markets served include Columbus, Dayton, Cincinnati, Louisville, Lexington, and Southern Indiana. We specialize in replacement windows, bathroom remodeling and kitchen transformations. BBB-Accredited and 24-time Consumers’ Choice Awards Winners, we’ve completed over 60,000 jobs with about one in four of those being for a repeat customer.
We foster a culture focused on winning and our passion is deeply rooted in continuous improvement. We seek leaders who are interested in developing leaders. For us, “Improveit” is more than a name – it’s an attitude that governs all that we do for our staff, our customers, and our communities.
We value curiosity, passion, continuous improvement, and the relentless pursuit of excellence. If working for an organization that is driven to be the best and understands that it takes a stellar mix of people, processes, and technology to be a leader, this could be the home for you. If the idea of helping our organization grow through human resources excellence and helping an incredible Company reach even greater heights sounds like music to your ears, we invite you to apply today.
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