Position Purpose:

The Senior Manager, Services Field Operations (SMFO) schedules, manages and delivers operational training in pre-defined areas for salaried and hourly Services associates. The goal of the Services Manager Field Operations is to increase operational performance in all assigned branches within their field service coverage area as a direct partner to their Senior Director of Services (SDS). The SMFO will achieve this by implementing training and promoting operational standardization through various tools, including web-based training, mobile devices, webinars, and in-person sessions, to ensure consistency in processes. This associate is responsible for identifying opportunities with workflow procedures in job movement and service provider capacity management, streamlining operating rhythms, driving accuracy in measuring, ordering, and scheduling, and improving the overall customer experience. Additionally, the SMFO will be required to implement strategic initiatives and change management in the field by developing, executing, or partnering with the Store Support Center or field leaders.

Key Responsibilities:

20% - Change Management - Demonstrate adaptability to change by implementing new practices efficiently; anticipate the effects of changes and plan how to communicate and garner support. Collect and analyze feedback from the field, develop proof of concepts, run pilots, and lead the roll-out of new programs and processes20% - Communication - Collaborate and communicate effectively with the Senior Director Services (SDS) and Field Director Services (FDS) regarding operational improvements and next steps. Plan and conduct branch training sessions, working closely with branch leadership beforehand to define training objectives and following up on outcomes and actions taken60% - Training and Development - Provide training and development programs for branch leaders and associates in key operational areas such as Install Operations, People, Process, and Performance, with a focus on cross-functional collaboration for success. Evaluate operational workflows within branches to identify trends and opportunities, creating action plans to drive consistent operations. Build and maintain relationships with associates at local, regional, and national levels, ensuring regular communication with field leaders and associates through branch walks, email, conference calls, and webinars.
 

Direct Manager/Direct Reports:

This Position typically reports to the Director of Field Execution.This Position has 0 Direct Reports

Travel Requirements:

Typically requires overnight travel more than 50% of the time.
 

Physical Requirements:

Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds).
 

Working Conditions:

Typically in a comfortable environment but with regular exposure to factors such as temperature extremes, moving machinery, loud noise, and fumes that cause noticeable discomfort or a moderate risk of accident or illness.
 

Minimum Qualifications:

Must be 18 years of age or olderMust be legally permitted to work in the United States
 

Preferred Qualifications:

Demonstrate capability to influence without authorityPeople management experience with multi-unit or geographically dispersed teamsExperience leveraging operational data to analyze trends/draw conclusionsExperience adopting new technologies and applying to business applicationsDemonstrate experience managing operations processes and systemsWorking knowledge of presentation software (e.g., Microsoft PowerPoint)Demonstrated ability to collaborate and work effectively with cross-functional teamsSuperior critical thinking skills and analytic abilitiesHighly capable of interpreting data/facts to make sound decisions with little guidanceStrong project management skills; ability to prioritize and multi-task effectivelyDetail oriented in daily work with an ability to create high-level executive summaries, including conclusions and recommended actionsStrong financial acumen: ability to interpret financials and instinctively consider relative costs and benefits of potential actionsStrong written and verbal communication skills; ability to effectively communicate with all levels of the organizationAbility to work independently with minimal directionAbility to negotiate with and influence decision makers across different functional areasAbility to operate successfully in an ambiguous environment with objectives not always clearly defined
 

Minimum Education:

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
 

Preferred Education:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
 

Minimum Years of Work Experience:

5
 

Preferred Years of Work Experience:

6

Competencies:

Action OrientedCollaboratesOptimizes Work ProcessesPlans and AlignsCommunicates EffectivelyCustomer Focus