DIRECTOR OF OPERATIONS

Description

The Director of Operations (D.O.) is a full-time team management, event management, and customer service position, emphasizing field management. Responsibilities include recruiting, training, leading, and managing Event Installers, Drivers, the Warehouse, and Operations Manager, as well as daily management of all jobs within the market. The Director of Operations provides leadership and support for the market, utilizing sound business management practices. The D.O. assures adherence to company policies and provides accountability for assets, budgets, profitability, personnel, and safe work practices. The D.O. also supports sales efforts and achieves the highest level of customer service. The ideal candidate has a solid professional presence, is tenacious, and can adapt, organize and multi-task. Works well independently, motivated, strong territory management skills, strong relationship-building skills, belief in excellence, results-driven, and strong planning skills.

Benefits

• Eligible for performance-based incentives in addition to base salary
• Safe Harbor 401k with 5% Employer Match
• PTO and Holiday Pay, including Floating Holiday
• Insurance Benefits including Medical (with HSA and FSA options), Dental, Vision, Life & Disability

Requirements

Managing Quest Events and Customer Needs

The Director of Operations is responsible for all aspects of event management. The D.O. is accountable for leading the team to success for all jobs in their market. Responsibilities include, but are not limited to, assuring verification of details for all orders and transfers within the market. The Director of Operations will take customer phone calls, respond to emails, and ensure that the team performs all job-related functions promptly.

Responsibilities include:

• Quote and confirm orders
• Ensure accurate scheduling
• Communicate with the customer about their needs before all events. Confirm scope of work, billing information, dates and times, venue rules, including load-in and labor.
• Resolve customer service issues/complaints with a focus on retention.
• Work with the General Manager to ensure all administrative functions are up to date and accurate.
• Mastery of company products with the ability to train others

Managing, Recruiting, Training, and Leading Operations Team 

The Director of Operations leads their team by example. They are responsible for training, coaching, and managing operations employees.

• Train Crew Leaders and Installers on all aspects of customer service and safety while instructing them on the best practices for each task
• Encourage the team in their duties and show them how to improve or refine their abilities to ensure outstanding customer service
• Ensure all training and record-keeping are up to date
• Minimize controllable costs
• Manage labor hours for efficiency
• Verify safety and government compliance
• Implement and maintain Standard Operating and Procedures (SOPs), ensuring all critical management controls are in place?
• Communicate company goals and values

Management of All Local Assets 

The Director of Operations must verify and ensure local asset management by keeping the employees accountable for their duty of providing the best products and services to the customer.

• Monitor and verify the quality of assets via personal inspections, input from the installation and warehouse teams, and customer feedback.
• Verify the maintenance and upkeep of the market vehicle fleet. Ensure that the fleet is safe, maintained, functional, and in good appearance.
• Arrange the use of rental trucks and equipment as necessary

Skills and Abilities:

• 2+ years of successfully managing a team within the events, hospitality, or related industries with a focus on job execution.
• Degree or secondary education preferred; Certification in project management encouraged.
• Demonstrate working knowledge of the Tradeshow, Events, Hospitality, Audio Visual, and Convention Industries.
• Strong understanding of sales process and ability to collaborate successfully with the sales team.
• Exhibit the ability to manage multiple complex projects simultaneously within strict deadlines.
• Working knowledge of DOT/Fleet compliance
• Experience effectively managing and motivating others with ability to recognize development opportunities 
• Understand the importance of coaching, training and disciplinary action when needed 
• Interviewing and employee selection skills 
• High level of computer proficiency
• Issue resolution, negotiating and problem-solving skills with regards to customers and employees 
• Ability to adapt to and maintain a varying schedule and be on call or work weekends, evenings, and holidays, as needed
• Proficient written and oral communication skills
• Recognize the importance of environmental, health, and safety
• Exceptional time management, organization, and attention to detail
• Must be able to speak, write, and understand English fluently
• Possess a valid drivers license and submit to an annual driving record review. This position is required to pass a DOT physical. Must be able to pass written and practical driving tests.

Other Requirements, Knowledge, Skill, Ability or Characteristics:

• Knowledge of CRM maintenance preferred. 
• Understands general reporting processes including expenses
• Works well independently and is motivated and results driven
• Strong Territory Management Skills
• Strong Presentation Skills
• Strong Relationship-Building Skills
• Belief in Excellence
• Strong Planning Skills
• Highly ethical with unquestionable integrity and character

Physical Job Requirements: 

• Must be able to lift 65 pounds
• Sitting at a desk/computer for hours a day
• Ability to work safely on stepladders and lifts?
• Standing, lifting, bending frequently and repetitively
• This position is required to pass a DOT physical.

Travel: Position may require some travel