Supervisor, Operations

Vixxo is seeking a Supervisor, Operations to sit in our Colwich, KS office.

THE ROLE:

The objective of the Supervisor, Operations is to lead the service center in providing exceptional service to our customers by fully executing our processes and establishing strong relationships at the customer level which focus on solutions. The Supervisor, Operations will have responsibility to overseeing implementation and execution of standardized processes. The role will include securing, archiving and suggesting Lean improvements in Weekly and Monthly Business Reviews across the Account's Portfolio. The Supervisor, Operations will work with Leadership to ensure our Service Centers are operating at High Productivity Levels, and maintain accurate and adequate staffing levels while looking at Process improvements to maximize margin.

TOP RESPONSIBILITIES:

• Work closely with the Account Executive, Sales, and Account Team(s) to lead a Service Center team that provides best in class Customer Satisfaction and outstanding internal Financial Results.  Service Center could involve multiple customers.  Requirements may include budget responsibilities and in some cases full P&L responsibility, IT requirements, staffing, and delivering operational excellence.  Team must achieve targets for Mobile Compliance and HPSP utilization.  Service Center must meet or exceed its EBITDA targets.
• Lead & guide the service center team as it executes against our operations model and providing regular and consistent performance feedback, coaching, and the use of key performance indicators as a guide for improvement ensuring exceptional service and resolution for our customers. Develop and motivate team to maintain focus, achieve company, service center and individual goals and provide exceptional service through consistent execution of procedures as outlined in the Service Center Operating Guide.  Manage day to day operations such as scheduling, attendance management and service center metrics reporting.
• Connect with customers and build appropriate rapport to understand needs, expectations and requirements in order to achieve customer goals and service level agreements.  Maintain consistent and effective communications with customers, service center team and senior management in order to prevent escalations. Actively participate in regularly scheduled customer meetings providing data and information that supports the achievement of common goals furthering the development of a partnership.
• Analyze key metrics and performance indicators to identify areas of focus and/or necessary improvements.  Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements.
• Collaborate with Vixxo client account leadership to ensure understanding of customers’ expectations and the company’s commitments to our customers.  Provide consistent communication and escalate customers concerns as they arise.
• Establish and cultivate appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs.

QUALIFICATIONS:

• 5+ years’ experience successfully leading a customer service and/or operations team.
• Proven ability to lead, coach, delegate, inspire and communicate in a clear, positive and effective manner.
• Prior experience managing a budget is a plus.
• Excellent understanding of general business practices.
• Proven experience cultivating a strong work environment to motivate and improve productivity and performance management within a team.
• Excellent written and verbal communication skills; strong problem solving and data analysis abilities.
• Strong working knowledge of Microsoft Office products with emphasis on excel skills.
• Exceptional interpersonal skills with the ability to interact with employees and client liaisons at all levels
• A high degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success
• Excellent time management skills
• Previous experience working with a CRM and/or facilities maintenance is a plus.

WHY VIXXO

Vixxo wants your ambition, your experience, your talent, and what makes you unique. We may have a place for you on one of our many teams, all dedicated to facilities management for some of your favorite retail, grocery, restaurant, and convenience market brands. Just like you would, we hold ourselves accountable for growing the company and meeting aggressive goals. We also work equally as hard at growing our corporate culture, which includes Vixxo’s commitment to diversity and the fact that great minds think differently.