Operations Manager - Greater Seattle (Kent, WA)
16 days ago
Kent
Job DescriptionDescription: The Operations Manager owns all day-to-day branch operations, leading Parts, Service, and Rental to achieve performance, profitability, and customer-service targets. This role is the on-site people leader for the branch—responsible for staffing, coaching, workflow efficiency, facility upkeep, and creating a high-performance operations culture. Key Responsibilities Branch Operations Leadership • Own overall branch performance across Parts, Service, and Rental—meeting targets for revenue, margin, productivity, and customer satisfaction., • Lead Parts Managers, Mechanics, Service staff, Rental personnel, and all branch employees., • Maintain consistent branch standards: clean, organized facilities; well-maintained equipment; safe and professional work environment., • Monitor daily operations, identify bottlenecks, and drive corrective action quickly., • Partner with General Managers, Executives, and Product Support teams to align on goals and execute operational plans.Service Operations, • Directly manage Technicians, Service Managers/Leads, and Service Support personnel., • Oversee scheduling, shop flow, field service coordination, and service quality., • Review service performance and backlog reports monthly; develop and execute improvement plans with the GM and Parts Manager., • Manage service pricing, warranties, and customer service escalations., • Visit key customers as needed to maintain relationships and resolve service issues.Parts Operations, • Lead Parts Managers and Parts staff to hit daily fill-rate, counter performance, call activity, and inventory accuracy goals., • Review CRM activity and monthly performance reporting; create action plans for any shortfalls., • Ensure proper stock levels, cycle counts, and vendor communication.Rental Operations, • Oversee all Rental activities including fleet availability, fleet condition, utilization, and rental process workflow., • Review performance reports monthly with the GM; drive initiatives to strengthen fleet health and rental profitability., • Ensure proper check-in/check-out procedures, equipment cleanliness, and timely service of rental units.People Leadership, • Serve as the primary leader for all branch employees—coaching, developing, and holding teams accountable., • Conduct annual performance reviews for Parts, Service, and Rental personnel., • Partner with HR on recruiting, onboarding, documentation, and corrective actions when needed., • Build a culture of ownership, teamwork, and customer focus.Safety & Compliance, • Enforce all safety protocols; work with the Safety Director and GMs to prevent incidents., • Lead or support branch safety meetings., • Ensure incidents are documented, reported, and followed up with training or discipline., • Maintain compliance with corporate procedures, HR requirements, and environmental initiatives (zero waste, solar programs, etc.).Training & Technology, • Ensure all employees complete required training and certifications., • Drive adoption and correct usage of CRM, service logistics tools, and payroll/HR systems., • Identify skill gaps and coordinate additional training with the Training Director., • Support development of training materials and annual meeting content for operational staff.Communication & Coordination, • Provide timely updates to GMs, Executives, and Corporate on branch performance issues, customer escalations, and operational needs., • Ensure clear communication across departments and consistent alignment with company expectations., • Maintain strong external communication with vendors, suppliers, and customers.Facility & Branch Maintenance, • Ensure the branch is clean, safe, organized, and operationally efficient at all times., • Oversee basic facility upkeep, repair coordination, yard condition, signage, and equipment staging standards.Additional Duties, • Competitive pay., • Comprehensive benefits., • Multiple health plans including one plan with 100% employer paid premiums., • Generous 401K matching., • 100% Employer paid short and long term disability., • Industry-leading time off plan with new employees earning 3 weeks of PTO per year and eligible for up to 5 additional sick days., • A family owned and operated business that prioritizes the needs of our employees and customers. Education/Training/Experience: • College Degree (required, master’s preferred), • Excellent interpersonal and customer/employee relations skills., • Strong leadership, management, and sales skills., • Great communication skills (written and verbal)., • Willingness to learn new technology., • Working knowledge of office equipment operations, • Highly motivated and driven by meeting/exceeding company goals., • Knowledgeable about our equipment and the market.