Operations Manager

2 weeks ago

Brantford, Canada Reliance Home Comfort Full time

LEARN, DEVELOP AND GROW - WITH RELIANCE
By joining Reliance as a Water Heater Install Manager, you become part of an organization that is committed to delivering exceptional experiences for our customers and will support you to be your best. The Water Heater Install Manager is accountable for planning, managing and continually improving to ensure that the growth, customer service, productivity and financial objectives are driven to a standard of excellence for field operations through regular coaching and collaboration with team members and 3rd party partners.
What will you do?
- Collaborate with the all local Manager(s) to plan, budget and deliver on P & L targets
- Ensure staffing plans are forecast, updated and delivered to maximize customer service and meet our service commitments
- Measure, monitor and drive achievement of all Operational metrics and provide appropriate reporting and analysis
- Lead and support the development of a Growth through Install mentality that drives customer satisfaction and future business growth
- Coach and manage a team of Technical professionals to maximize their performance, engagement and achievement of objectives
- Identify opportunities for establishing relationships with Independent HVAC Installation Contractors.
- Drive excellence through our 3rd party partners by finding, selecting, and negotiating agreements with partners who are committed to Reliance’s strategy and goals. Manage these relationships to ensure these vendors deliver on all our key metrics and standards
- Perform regular reviews of cost, quality, safety and productivity metrics, setting plans and executing these effectively to drive optimal performance of Operations team and 3rd party partners through goal setting, observation, coaching and reviews
- Partner and collaborate with other stakeholders (i.e. Quality, Project Management, Training, HR, Regulatory) to continually improve team performance
- Drive ‘destination of choice’ for team members, customers and 3rd party partners by setting a standard of service excellence and engaging team members/3rd party partners to support this standard
- Deliver prompt and efficient resolution to customer inquiries/complaints
- Ensure exceeding install gross margin

What do we offer?
- A generous compensation plan consisting of base and bonuses
- A comprehensive benefits package and group savings plan
- Ongoing leadership, training, and support
- Cross-functional career opportunities
- Relocation opportunities
- Constant internal promotional opportunities
- Individualized career progression plans

What do you bring?
- You are a determined self-starter with a high degree of integrity, sense of urgency, passion for high performance and attention to detail who thrives working in a team environment and individually
- 3-5 years of progressive experience overseeing a field operations team required
- Knowledge and technical experience within the HVAC and/or water heater industry is required
- Gas Fitter 2 or 313d license (would be an asset)
- Sales experience and a demonstrated ability to meet sales quotas would be an asset
- Demonstrated results in driving process control, productivity/quality improvement
- Excellent communication (written, verbal and presentation), interpersonal skills along with innovative thinking and problem solving skills
- Highly motivated to succeed with the ability to build team spirit, motivate team members and encourage collaboration
- Professional negotiation skills with the ability to influence and drive change
- Strong initiative to drive results with speed of implementation
- Strong ability to develop effective relationships with team, internal and external stakeholders
- Ability to challenge the status quo and help drive change
- Experience in a management role within a unionized environment is an asset

Why Reliance?
Headquartered in Toronto, Reliance is the industry leader in providing home comfort solutions to over 1.9 million customers across North America. Reliance provides reliable home heating, cooling, hot water, water purification, electrical, plumbing & Smart Home products & services.
Each day, our Team Members are dedicated and focused on delivering an outstanding customer experience, developing top talent and giving back to the communities where we live and work. Reliance is an $900 million business with over 2,400 Team Members and growing We are proud to be recognized by Waterstone Human Capital Ltd. as Canada's 10 Most Admired Corporate Cultures.

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