As the VP of Operations, you will be responsible for overseeing the reactive service delivery operations of the regional market and ensuring that The Purple Guys is delivering best in class service along with a positive client experience. The work environment is fast paced but fun; flexibility and problem-solving skills are a necessity. We are looking for someone who is a strong leader that is able to effectively communicate and coach the professionals they lead. The Purple Guys is a very client-centric company, so a thorough knowledge of client (customer) service will be required.

Essential Duties & Responsibilities

Client Service

• Provides responsive client service. Answers internal and external client/vendor calls quickly and pleasantly. Communicates in a friendly, professional and patient manner.

• Performs all duties with the goal of building and maintaining long-term client/vendor relationships.
• Maintains exceptional client service, understanding client satisfaction and perception.

Daily Required Functions

• Helps manage the mission and culture (both companywide and market-specific) and ensures practices are in place to enforce from the top down.
• Oversees the daily workflow of reactive services for the Market to deliver a consistent, excellent Client Experience
• Monitors and maintains the quality of operations, including performance standards, policies and procedures. 
• Interviews, hires, trains and mentors the operations management team
• Tracks reactive service delivery teams’ goals and objectives.
• Leads weekly KPI meetings to measure team/market performance against goals, drives improvement when needed, and monitors team capacity/workload.
• Supervises daily huddle meetings with the reactive service delivery teams as needed.
• Oversees client support processes (The Client Experience) to enhance client satisfaction.

Documentation and Reporting Functions

• Presents periodic Market operations performance reports and metrics to Market President
• Maintains operations dashboards and reports.
• Develops market-specific dashboards and reports to aid Service Managers and Dispatchers in addressing areas and issues unique to the market.

• Reviews time sheets for Service Manager(s) and Dispatcher(s)

Qualifications / Skills

• Strong supervisory and leadership skills
• Strong operations acumen with a broad understanding of fundamental operations principles
• Analytical problem-solving skills with an impeccable attention to detail

Supervisory Responsibilities

• Mentorship for Service Manager(s) and Dispatcher(s)
• Provides feedback to Service Manager(s) and Dispatcher(s) about performance of team members under their supervision.
• Helps to identify emerging leaders within the Market
• Provides reports and recommendations to Market President and COO/CXO as to employee status, advancement, and performance.

Education And / Or Experience

• College or Technical degree 
• 5 years supervisory experience in IT operations or related field preferred
• Multi-team management experience preferred

• Proficiency in Microsoft Office

Certificates, Licenses, Registrations 

• Valid Driver’s License

Physical Demands

• Regularly required to use hands to operate computer keyboard and telephone.
• Frequently is required to walk and sit.
• Moderately required to stand.
• Occasionally needs to lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, and ability to adjust focus.

Commitment Limitations

• May not make a non-budgeted expenditure or commitment of the Company in excess of $1,000.00 without contacting Market President
• May not enter into any contractual arrangements with a client.

Business Behavior / Anti-Trust

• Does not discuss proprietary information (company’s or client’s) or business in general outside of work requirement.

• Does not discuss company prices or terms of sale unless with client in act of performing job.

Confidentiality / Conduct

• May not divulge proprietary information regarding client’s business.
• May not divulge any confidential personnel/corporate policy including discussion of performance reviews or salary.
• Will not engage in gossip or other unprofessional conduct.