Key Operations Manager

at  Dent Wizard International

As an Operations Key Manager your essential job functions include:

Leadership: (40%)

• Lead and inspire a team of key service professionals to ensure a customer-centric mindset and adherence to service standards.
• Monitor and evaluate team performance, providing constructive feedback and implementing strategies for continuous improvement.
• Drive a culture of excellence in service delivery to meet and exceed customer expectations.
• Address customer concerns and implement corrective actions as needed.
• Implement training programs to enhance the skills and knowledge of the service team, fostering a culture of continuous learning.
• Lead and supports implementation of Key strategy initiatives with National Key Ops team.
• Participate in R&D projects to enhance DW’s technical capabilities.
• Create a positive, productive working environment consistent with Dent Wizard’s Core Values.
• Identify value-added customer solutions.

Operational Efficiency: (30%)

• Optimize service processes and workflows to enhance efficiency without compromising quality, ensuring timely service delivery.
• Effectively manage resources, including personnel, equipment, and supplies, to achieve optimal service delivery.
• Maintain open and effective communication channels within the team and collaborate with other departments to ensure seamless operations.
• Establish and enforce quality standards to guarantee consistency and excellence in service offerings.
• Responsible for budget adherence, cost control, and identifying opportunities for cost-saving measures.
• Stay informed about industry trends, customer preferences, and competitor activities to make informed decisions for strategic planning.

Sales and Business Development: (10%)

• Partner with Sales to capitalize on large scale opportunities within the market.
• Build and solidify relationships with key customers and network to initiate relationships with prospective customers.
• Drive results through sales and negotiation, creating win-win solutions for the customer and Dent Wizard.

Administration: (10%)

• Direct inventory process via cycle counts and physical inventories.
• Continuously evaluate and identify supply cost control measures, including inventory control best practices within the key line of business.
• Support new employee orientation and customer relationships to provide a positive onboarding experience.
• Ensure knowledge of pricing for all services at assigned customer locations and ensure concerns are escalated to the AOM.

Operations Coordination: (10%)

• Coordinate with Division team to ensure DW is meeting/exceeding customer SLAs for cycle time.
• Serve as subject matter expert to support technician development and address/solve issues as they arise.
• Promote communication with customers to maintain open lines of communication ensuring all operational objectives are met.
• Ensure adequate coverage for vacations, as well as emergency/unplanned assignments on an as needed basis.

Other Duties as Assigned

POSITION REQUIREMENTS

• 5+ years of proven leadership/influence experience in a mobile environment where employees are dispersed geographically
• Ability to manage, forecast and coordinate key tech resources to maintain key production.
• Proficient in key duplication/key cloning process and programming
• Full knowledge of key types and key parts
• Ability to manage through conflict resolution with customer operations manager
• Demonstrated organizational skills with the ability to manage multiple projects simultaneously
• Up to 70% travel throughout assigned Division may be required

Physical Job Requirements

• Continuous viewing and data input into a computer.
• Ability to lift up to 40 lbs. occasionally.
• Frequent walking, standing, lifting, bending, squatting.

Please refer the Job description for details