Market Operations Manager

Job Description

Job Description

Express Flooring , a leading provider of residential and commercial flooring solutions in multiple states, is seeking highly spirited and dedicated professionals to join our team in various positions. Our mission is to deliver a superior floor covering experience to our customers by offering top-quality products, professional installation, and unparalleled customer service.

As a rapidly expanding company, we are always looking for ambitious individuals who are not just looking for a job, but a rewarding career. We value problem solvers who are passionate about finding innovative solutions to challenges. At Express Flooring , we care deeply about our employees and strive to provide unlimited potential for growth, job security, highly competitive earnings, and comprehensive benefits packages for our full-time employees.

If you are ready to take on challenges, demonstrate your problem-solving skills, and genuinely care about providing exceptional service, we invite you to join our team at Express Flooring .

The Market Operations Manager is a leadership role that oversees day-to-day installation operations, ensuring consistent delivery of high-quality service to Express customers. The role is responsible for leading the coordination and execution of installation activities in an assigned region, enforcing policies and procedures to ensure contractual obligations are met and effectively collaborating with cross functional business units to ensure our customers receive the highest level of customer support & satisfaction possible. Also responsible for managing and cultivating a network of installation contractors, ensuring fulfillment of contractual obligations to our customers as well as applicable warranty coverage. Applicants for this role should possess excellent verbal and written communication skills, an entrepreneurial spirit, have a heightened sense of ownership and be efficient and effective at prioritizing tasks. This role requires a high degree of accountability and will require an individual skilled in problem solving and leadership in a high growth environment.

Responsibilities:

• Supervise, plan and coordinate installation operations
• Manage service delivery/quality of installations in assigned market
• Effective dispatch/scheduling of jobs/customer installations
• Manage and support Installation Coordinator/s
• Manage/cultivate/grow a robust network of installation contractors to include performance management and top-grading network to ensure high quality service delivery
• Respond to and resolve customer installation issues
• Conduct customer/contractor quality job-site inspections
• Assist in recruiting/hiring/onboarding of new team members.
• Resolve warranty requests, customer issues or concerns to ensure complete satisfaction
• Staff development in areas such as training, technical skills, safety, and performance management.
• Manage resources appropriately to ensure effective team performance and achieve goals.
• Identify and resolve technical, procedural and equipment issues that hinder warehouse operations.
• Perform clerical duties associated with, but not limited to, field technician paperwork, personnel evaluations, and expense report
• Assist in recruiting/hiring/onboarding of new team members.
• Complete annual performance reviews and provide professional development opportunities.
• All other duties as defined by your supervisor

Education and or experience:

• Bachelor's degree and 7+ years (10+ years in lieu of bachelor's degree) of experience in operations
• 5+ years prior experience managing an hourly labor force
• 5+ years direct operations experience
• CLSB Contractors License is a plus
• Experience delivering service to customers/consumers through independent contractors
• Experience recruiting/growing a network of contractors/service providers, building strong relationships
• Leadership and team development abilities
• Demonstrates excellent problem solving/issue resolution skills
• Demonstrate excellent written and verbal communication skills
• Demonstrates excellent problem solving/issue resolution skills
• Ability to stay calm and rational under pressure
• Must have a high level of attention to detail and excellent time management skills
• Proficiency in Microsoft Office products and CRM (Salesforce, MSFT, NetSuite)

Full compensation packages are based on candidate experience and relevant certifications.

Compensation Range

$80,000—$90,000 USD

Express Flooring is committed to a diverse and inclusive workplace. Express Flooring is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.