Sr. Operations Manager - National Accounts

Summary:

The Marmic Operations Manager is responsible for the coordination, oversight and processing of Fire Protection service orders in support of National Account Customers and their locations. A Marmic Operations Manager will oversee a customer portfolio of business with responsibility for all customer KPI’s while ensuring financial goals including gross margins and other associated departmental financials are achieved.

Duties include:

• Manage a team of Service Managers, Customer Service Reps and administrative team
• members
• Responsibility for job processing, billing and accurate financial reporting
• Meet or exceed all departmental KPI’s as assigned
• Maintain Accounts Receivable processes and meet or exceed the assigned goals
• Be an escalation point for customers as well as Branch and Regional Marmic Managers
• Continues quality improvement for all NA process and procedures
• Provide a high level of customer service and responsiveness to customers at all levels
• Through the team, manage and resolve any and all customer emergencies, including interactions with Fire Marshals and/or the AHJ
• Maintain professional quality relationships with Branch and Affiliate Partners at all times.
• Manage overdue services to resolution
• Maintain and update all customer contracts, pricing and scopes of work
• Oversee and administer accurate billing and financial transition to accounting software
• Develop necessary training tools for new and existing staff
• Train and develop a team that can support the following functions, while ensuring the functions are achieved at a high level each fiscal period:
  • Creation and dispatch of service orders to execute work
  • Work with Marmic Branches or Partner Affiliates to execute work to customer satisfaction
  • Management and oversight of Marmic software portal for each customer
  • Management and oversight of any customer specific software portals
  • Meet or exceed all customer service metric’s (KPI’s or SLA’s)
  • Support Marmic Branches and Partner Affiliates to set them up for success
  • Ensure jobs are audited, pre-billed and generally prepared for post job processing
  • Issue and receive POs as required and assigned to Marmic Partner Affiliates
  • Research any payment discrepancies and communicate with National Account holder and Branch to get a resolution promptly
• Oversee and execute successful closing procedures as each month completes by way of complete and accurate job progression and processing
• Other duties and projects as designated

Qualifications:

• Prior Management Experience of minimum 3-5 years
• Must have strong work ethic
• Must be well organized and a self-starter
• Detail oriented, professional attitude and reliable
• Extremely proficient in Excel, Google Sheets, Microsoft Word, and Google Docs
• Possess strong problem-solving skills
• Ability to communicate professionally and effectively with employees and customers verbally
• and in writing
• Ability to develop strong working relationship with customers and Branch Managers
• Ability to speak and write English. Fluent in Spanish preferred.
• Ability to work in a fast-paced and high-volume environment with emphasis on accuracy and
• timeliness
• Ability to interact professionally in high stress situations
• Able to shift focus from proactive to reactive activity on a daily basis
• Excellent negotiation skills
• Capability of thriving in a team environment where there are interdependencies with coworkers
• that are striving towards a common goal each day
• Driven by results

Requirements:

• High School Diploma or equivalent required, undergrad in business management or similar fields encouraged.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.