Position Overview:
We are seeking a proactive and organized National Services Operations Lead to oversee daily operational functions, ensuring our service delivery is efficient, customer-focused, and aligned with company standards. This role involves working closely with customers, subcontractors, and team members to make real-time operational decisions, manage multiple service projects, and support teammates with process and system knowledge. While this role does not directly manage staff, it plays a vital role in coaching, training, and supporting our team in Salesforce and FieldNation processes to enhance operational success and customer satisfaction.
Key Responsibilities:
- Daily Operational Leadership
- Make day-to-day operational decisions in collaboration with customers and subcontractors to ensure seamless service delivery.
- Oversee and execute individual projects while providing support and oversight to team members as they manage their own.
- Troubleshoot and address challenges in real-time, coordinating with relevant stakeholders to resolve issues effectively.
- Team Coaching and Support
- Serve as a coach and mentor to team members, providing guidance on Salesforce and FieldNation processes to improve team efficiency.
- Conduct training sessions and provide one-on-one support as needed to develop team members' skills and knowledge in these key platforms.
- Promote best practices in process management, project organization, and customer service to enhance the team's operational effectiveness.
- Scheduling and Project Management
- Schedule and manage personal daily projects, balancing responsibilities between personal project workload and team support needs.
- Assist team members in managing their projects and workload, offering advice on prioritization and efficient practices.
- Collaborate with the VP, Services & Support to identify areas for process improvement and implement initiatives to improve team performance and customer satisfaction.
- Collaboration and Communication
- Serve as a primary liaison between field teams, subcontractors, and internal operations to ensure smooth project execution.
- Communicate regularly with the VP, Services & Support to provide updates, flag challenges, and suggest solutions to improve operational processes.
Qualifications:
- Proven experience in an operations or project management role, preferably within a services-oriented organization.
- Proficiency in Salesforce and FieldNation (or similar service management platforms).
- Strong leadership, coaching, and mentoring skills with a track record of supporting and developing team members.
- Excellent problem-solving skills and the ability to make operational decisions in a fast-paced environment.
- Highly organized, with the ability to manage personal projects while assisting others as needed.
- Exceptional communication skills, both verbal and written, with a collaborative approach.
Work Environment:
- Minimum of 3 days per week on-site at company HQ.
- Some flexibility for remote work, with emphasis on in-office presence for collaborative support and training activities.
Why Join Us:
This is a unique opportunity to play a key role in the operations of a dynamic team without direct people management responsibilities. If you are a skilled problem-solver with a passion for helping others succeed and a keen eye for operational efficiency, we’d love to hear from you!
