Operations Manager

WHO WE ARE:
**Promotex Productions is a successful promotional products company delivering client satisfaction to clients of all brands and sizes across North America. We are a fast-paced organization and people who work here enjoy solving problems and excel at meeting challenges. The operations manager position is a key role whose main mission is to optimize company operations and drive efficiency autonomously.** **Versatility is key The operations manager should be proactive, adaptive, and always ready to jump in where needed.**

JOB DESCRIPITON FOR OPERATIONS MANAGER

**Scope**:
This incumbent is responsible to oversee daily office operations and streamline processes within our promotional products company. As an operations manager, you play a critical role in ensuring efficient coordination between departments, supporting the sales function, managing production, and enhancing customer service operations. This position requires excellent problem-solving skills, strong leadership abilities, and the ability to effectively liaise between teams. In this position, the incumbent will be reporting to the President and co-founder of the organization.

Primary Responsibilities**:
**1. Employee & Office Management**
- Provide leadership and oversight to office staff, ensuring the smooth day to day operations.
- Handle minor HR concerns, such as performance evaluations, employee engagement, and workplace policies. The goal should always be fostering a collaborative and productive work environment.
- Hire, train, and manage employees as needed and make personnel decisions, including hiring and termination when necessary.
- Support onboarding processes to help new hires integrate smoothly into the team. Assist in employee training and team-building initiatives to maintain a productive and positive work environment.

**2. Sales Support Coordination**
- Ensure sales support processes are streamlined so sales representatives and high level sales executives do not have to redo work during the production process.
- Work closely with the sales team to optimize workflow efficiency and reduce operational bottlenecks and implement zero tolerance of errors. Implement a “measure twice cut once” mentality across the organization.
- Follow up with salespeople on lead management to ensure continued increase and flow of sales
- Ensure proper prioritization and coordination of tasks for each project until the customer is perfectly satisfied wit the delivery of goods and will give Promotex raving reviews.

**3. Production Management & Liaison Duties**
- Manage the production team, balancing operational needs with strong personalities in the department.
- Serve as the point of contact between production, sales, and leadership to ensure seamless communication and execution.
- Act as a bridge between the Sales Director and Co-Founder, and the operational side of the business to facilitate efficient collaboration.

**4. Customer Service Operations & Client Management**
- Oversee customer service operations, ensuring that client expectations are fully met.
- Oversee quality control of promotional items before distribution.
- Address operational challenges proactively, handling problem-solving throughout the day to keep processes moving smoothly.
- Act as the first point of contact when operational challenges arise, whether internal (staffing issues) or external (supplier delays).
- Mediate conflicts between departments and ensure smooth communication across teams.
- Step in to troubleshoot problems related to customer orders, vendor disputes, or logistics delays.
- Ensure company-wide adherence to branding guidelines, particularly for printed and distributed promotional materials.
- Support client requests and step in when escalations arise to protect company reputation

**5. Internal Problem Solving & Point of Contact**
- Act as the primary problem-solver within the company, handling operational and human resources issues directly rather than escalating them to ownership.
- Provide strategic solutions to daily production and personnel challenges and improve overall workflow efficiency.

Ancillary Responsibilities:
**Technology & Process Optimization**
- Recommend and implement tools or software to streamline order processing and fulfillment.
- Oversee customer relationship management (CRM) systems to ensure sales tracking efficiency.
- Address technical issues that arise with the platform.

**General Office & Facility Oversight**
- Ensure office supplies, equipment, and infrastructure are maintained for a seamless workflow.
- Coordinate with IT support or building management to resolve any office-related concerns.

Qualifications:

- Minimum 8 years experience in operations management, preferably in the promotional products industry or a related field.
- Strong leadership skills with experience managing teams and personnel decisions (hiring, training, and firing).
- Exceptional problem-solving abilities with a proactive and solutions-or