Glass Operations Manager The Glass Operations Manager at Chips Autoglass is a results-oriented leader who plays a pivotal role in driving the success and growth of the auto glass service division within their designated market. This key leadership position is responsible for setting the strategic direction and ensuring that all operations align with the broader objectives of Chips Autoglass. In this role, the Glass Operations Manager oversees a diverse team, including store managers, glass technician supervisors, and remote mobile technicians, ensuring they work cohesively to achieve operational excellence. The manager is accountable for the overall performance of their assigned market, which includes cultivating a positive and productive company culture, delivering exceptional customer service, and maintaining the highest standards of quality in all operations. Through effective leadership and management, the Glass Operations Manager contributes significantly to the market's sales and profitability, directly impacting the company's growth and success. This role is crucial in ensuring that Chips Autoglass remains a leader in the industry, known for its commitment to quality and customer satisfaction.
Essential Functions:- Oversees day-to-day operations in the assigned market, focusing on fostering a positive culture, delivering exceptional customer service, and maintaining high-quality standards that drive sales and profitability.
- Consistently meets or exceeds established sales and profit goals, ensuring the market's financial success.
- Ensures the team consistently provides a "wow" experience to customers, enhancing customer satisfaction and loyalty.
- Oversees the quality of installations, collaborates with existing accounts to ensure high standards in service and quality, and builds new relationships with insurance agents to expand into new markets.
- Recruits, coaches, trains, and manages the team, ensuring they meet performance targets and KPIs.
- Partners with Store Managers, supervisors, and glass technicians to remove obstacles and implement best practices.
- Establishes clear deliverables and monitors progress, creating a compelling vision that aligns with the company's culture and enhances employee satisfaction.
- Ensures continuous implementation and adherence to Tire Discounters' policies and procedures, maintaining operational consistency and compliance.
- Develops and manages product line strategies from concept through commercialization, including life-cycle management.
- Oversees inventory management, ensures timely completion of work orders, and optimizes vehicle loading and routing for peak efficiency.
- Builds and maintains a cohesive team effort that aligns with the company's goals, fostering collaboration and collective success.
- Manages daily scheduling, assigns work orders, and optimizes mobile job routing to maximize efficiency and customer satisfaction.
- Assists with and performs duties of absent employees when necessary to ensure seamless operations.
- Inspects glass installations per AGRSS standards, protects company assets, and ensures adherence to state, local, and federal laws.
- Knowledge, Skills, and Abilities:
- Strong analytical and problem-solving skills, with the ability to identify issues, develop solutions, and implement corrective actions promptly.
- Ability to align team objectives with broader company goals, and make data-driven decisions to enhance market performance.
- Ability to lead a team of 15-20 across multiple locations ensuring cohesive operations across geographically dispersed locations, with skill in influencing, persuading, and engaging the team to achieve high levels of performance and productivity.
- Ability to operate machines and equipment used in the Mobile Glass Services industry
- Demonstrated adaptability and flexibility in responding to changing market conditions, customer demands, and operational challenges.
- Excellent time management skills, with the ability to prioritize tasks effectively and meet deadlines in a fast-paced environment.
- Knowledge of industry safety standards and regulations, with the ability to ensure compliance with all relevant laws and company policies.
- Excellent verbal and written communication skills, capable of conveying information clearly and persuasively.
- Strong customer service orientation to deliver exceptional customer service, with a focus on ensuring customer satisfaction and loyalty.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Ability to work Saturdays
- Education and Work Experience:
- Associates Degree or comparable experience preferred
- Minimum 3 to 5 years of previous management experience in Mobile Glass Services
- Strong retail sales experience, with a demonstrated ability to drive revenue and meet or exceed sales targets.
- Valid In state motor vehicle license
Physical Demands:
Working conditions are considered acceptable, but occasionally involve exposure to mechanical hazards and outside weather conditions.
Walking, standing, bending, sitting, listening and talking on a wide variety and continual basis.
Frequently lifting, pushing, pulling up to 75 pounds.
Alertness and careful attention is required to avoid injury to self and others
Additional Requirements: Must be authorized to work in the USA
