What are the responsibilities and job description for the Operations Manager - B2C position at Home Improvement?
Company Overview:
- This is a 45 year old exterior remodeling company serving homeowners in NC
- Authorized dealer of ProVia products
- Better Business Bureau accredited with an A rating
What is Being Offered:
- Competitive base quarterly bonus opportunity
- Benefits stipend
- PTO
- Company vehicle gas card
- Phone allowance
- Laptop
- Opportunity to play a key leadership role in a growing organization
What The Position is About:
- Own the entire post-sale operation including scheduling, ordering, production planning, installation management, customer escalations, safety, and overall production performance
- Lead and develop a team of 7-10 W-2 installers and production team members while maintaining accountability, quality standards, and productivity
- Manage production schedules, crew utilization, product ordering, vendor coordination, and job readiness
- Serve as the primary escalation point for customer concerns and ensure a high-quality customer experience throughout the installation process
- Conduct regular jobsite visits, inspect work quality, coach installers, and maintain installation standards
- Recruit, hire, train, and develop installation team members as the company continues to grow
- Improve operational processes, production KPIs, safety programs, and overall efficiency
- Partner closely with ownership to help scale the business and support future expansion initiatives
The Right Candidate Will Have:
- Residential window and door industry experience with a strong understanding of installation quality, measuring, ordering, and jobsite execution
- Experience directly leading and managing W-2 installation crews, including hiring, coaching, performance management, and accountability
- Experience managing post-sale operations, including scheduling, production planning, customer service, installation operations, and project execution
- Strong technology and CRM skills with experience using production tracking systems, scheduling software, reporting tools, and spreadsheets
- Excellent customer-facing communication skills and experience handling homeowner concerns and escalations
- Strong understanding of safety practices, installer accountability, and operational discipline
- Experience with ProVia, Andersen, Pella, Marvin, Sierra Pacific, or similar premium window and door products is a plus