Operations Manager (in-office)

Position Summary

The Operations Manager is an in-office position and serves as the hub of coordination across Installation, Service, Help Desk, and internal support. This role drives alignment, efficiency, and cross communication to keep projects on track, clients informed, and processes continuously improving. This role is responsible for ensuring accountability, productivity, and a seamless customer experience.

Key Responsibilities

• Serve as the link between the VP of Operations, department managers, and internal teams to ensure communication, priorities, and deliverables are aligned.
• Provide cohesiveness between departments by streamlining communication, processes, and accountability structures.
• Oversee daily operations within installation, service, and help desk functions; partner with Installation and Service Managers to ensure scheduling, resource allocation, and customer commitments are met. 
• Ensure that schedules, meetings, and goals work seamlessly to support company-wide objectives.
• Review scopes and quotes for accuracy while providing decisive direction and support for scope clarification and project changes. 
• Analyze, document, and improve operational workflows across the company, with an emphasis on efficiency, standardization, and repeatability.
• Collaborate with department leaders to establish clear, measurable processes for project management, service ticket closure, and client follow-up.
• Lead initiatives to improve communication, documentation, and collaboration between field operations, help desk, and sales functions.
• Maintain and oversee subcontractor management, ensuring proper vetting, onboarding, and documentation processes.
• Provide operational support for client escalations, helping resolve issues quickly and thoroughly.
• Oversee and guide members of the Operations team, including current and future direct reports, ensuring clarity of priorities, effective communication, and consistent follow-through.

• Provide backup support to customer service and other operational roles as needed to ensure uninterrupted client communication and service continuity.

Competencies

• Active Listening: Fully attentive and responsive in communication; builds trust and understanding across teams.
• Organization: Builds and maintains structure within fast-moving, high-volume workflows.
• Communication: Clearly and effectively conveys information across all levels, both verbally and in writing.
• Critical Thinking: Uses sound judgment, analysis, and logic to solve problems and make process improvements.
• Time Management: Efficiently manages multiple priorities and adjusts quickly to shifting operational demands.
• Prioritization: Balances urgency with strategy; understands when to delegate, escalate, or delay.
• Leadership: Models accountability, professionalism, and empathy; fosters a positive, collaborative environment.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field (or equivalent experience).
• 5+ years of operations or project management experience, ideally in technology integration, IT, or related industries.
• Strong understanding of cross-departmental workflows in service-based organizations.
• Experience using ERP/PSA tools (HaloPSA, ConnectWise, or similar) for project and ticket management.
• Proven success in process improvement, cross-functional communication, and team leadership.