Herriott's Rents, Tents, & Events serves Champaign County and surrounding areas to sustainably provide the best resources needed to celebrate its most important events and milestones, no matter the event size or budget. We are seeking an Operations Manager. If you are outgoing, attentive, and detail-oriented, then read on for more details!

We will be doing interviews mid-January, starting the week of the 16th. This is a 3 interview process. We will reach out to schedule interviews after the New Year.

PRIMARY JOB FUNCTION:

• This position is ultimately responsible for leading and developing the Operations Team to ensure quality customer service and accuracy with each order and installation, assigning Operations Team members to a given schedule of events, and striving for constant improvement through lean processes. This position must ensure the company meets or exceeds expected timelines for scheduled operations, planned budgets, and safety requirements; and must communicate effectively with the Operations Team members.

MAJOR RESPONSIBILITIES:

• Grow and support a professional Operations Team by building team morale, developing and implementing training, enforcing policies, delegating tasks, conducting regular meetings, and both tracking and meeting key metrics. The goal is to develop a team that is focused on professionalism, mastery, efficiency, and customer service.
• Efficiently and effectively assign Operations Team members to complete daily/weekly event deliveries and pickups. Assign teams to vehicles necessary to complete jobs in the most efficient manner. Track delivery metrics to allow for a data-driven approach to decision making, and to ensure the team is meeting or exceeding expected timelines.
• Implement a Lean Processes approach to Operations Team tasks, seeking to standardize and optimize processes across the department for optimum efficiency. Develop SOPs and ensure all Operations Team members are well-trained on processes. Seek team feedback for improvement to existing processes.

ACCOUNTABILITIES:

• Facilitate morning huddles with Operations Team with the goals of upholding team morale, effectively communicating plans, and creating an intentional culture of performance and success.
• Assign Operations Team members to a given schedule of events.
• Assign teams to vehicles necessary to complete their event setups in the most efficient manner, and make recommendations for when additional vehicles may need leased to complete heavy workloads.
• Maintain keen awareness of what is happening in the field for each crew and assist/intervene for relationship improvement and/or troubleshooting challenges when needed.
• Conduct and document monthly 1:1 meetings with your direct reports, fostering a growth mindset.
• Collaborate with Sales Team and Scheduling Team to ensure customer satisfaction and success of event installs/uninstalls.
• Promote the development of standardized procedures for all Operations Team tasks.
• Train Operations Team on standardized procedures and encourage team to optimize tasks and procedures.
• Ensure teams are using provided material handling equipment to increase job speed when applicable.
• Develop Crew Leads with Customer Service training, Leadership training, and other career development training.
• Conduct field audits to ensure teams are working effectively and professionally.
• Provide organized work orders to Crew Leads during morning huddles, ensuring all necessary paperwork and documentation is available, accurate, and up to date.
• Ensure team members are filling out documents consistently and accurately.
• Ensure both warehouse locations and all vehicles are kept organized and maintained.
• Identify issues with vehicle fleet, communicate those issues, and make recommendations for repairs and maintenance.
• Understand, communicate, and uphold yourself and all Operations Team members to all policies and procedures.
• Deliver excellent service and exceed customer expectations to foster relationships and referrals.
• Assist and guide Operations Team in the field and when loading, acting as backup Crew Lead when necessary.
• Properly transport items with forklifts, dollies, or carts in a safe manner and according to company policy.
• Track efficiency issues and reasons for runbacks (i.e. return trips to warehouse for a single job), and make recommendations for prevention.
• Track job performance metrics for every job/event.
• Seek feedback and reviews from customers and use collected feedback to inform decisions for process improvements that will address current (and prevent future) negative experiences.

METRICS:

• >85% Accuracy/Completion of Work Order paperwork (Delivery Slips, Pickup Slips, Tent Inspection Sheets, Customer Signatures, Event Layouts provided, Installation/Delivery Photos, etc.)
• Operations Team member retention rate and feedback
• >80% Efficiency (jobs completed within assigned timeframe)
• <5% Runbacks (return trips to warehouse for a single job)
• Documented monthly 1:1 meeting with direct reports
• >4 Positive customer reviews per quarter
• >1 Training Event per quarter

Experience Required:

• 5+ years’ experience in a leadership or coaching role
• 5+ years’ basic computing experience (Microsoft Office)
• Public speaking experience
• Must be able to lift 50-70 lbs
• Must have a full range of motion and dexterity
• Valid and current driver’s license

Experience Preferred:

• Bilingual in English and Spanish
• Customer service-oriented with knowledge of basic business management processes
• Tent, event, or rental experience
• Forklift certification
• Dispatching or Logistics experience
• CERP certification

Education Required:

• High School Diploma

Must provide a minimum of 3 professional references.

This job is primarily Monday-Friday with an on-call rotation required. Some weekends will be required.

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Monday to Friday
• On call
• Weekend availability

Ability to commute/relocate:

• Champaign, IL: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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