Nov 20, 2019
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Safelite Group is one of America's most well-known premier service brands delivering unrivalled automotive glass repair and replacement and claims management services to more than 10 million consumers annually, earning an estimated $2.0B in annual sales.
As a highly recognized brand, Safelite operates with an over-arching purpose to make a difference and bring unexpected happiness to people's everyday lives. With a thirst for ongoing evolution through innovative solutions, Safelite is driving to reach its full potential with a clearly defined growth strategy and vision of becoming the greatest, most trusted and admired service brand. Safelite's plan is to grow 50%+ in the next 5 years ... and our People strategy is key to making this happen.
Safelite Group is a multifaceted auto glass and claims management service organization based in Columbus, Ohio. The company was established in 1947 and is composed of three major business operations:
Safelite Fulfillment, , -- Auto glass fulfillment and supply chain services, operating under the trade name Safelite AutoGlass ®
Safelite Solutions LLC, Safelite Group's claims management operation, which processes P+C claims and FNOL handling for fleet and insurance.
Service AutoGlass ® , a national provider of wholesale vehicle glass and sundry products, as well as installation and repair materials and tools.
Today, the company operates with approximately 15,000 associates across the nation with more than 7,800 Mobile Glass Shops™, 91 warehouses/Super Centers; 2 distribution centers, 5 contact centers and over 700 stores in all 50 states.
Safelite's parent company is Belron, headquartered in London, England and operating in 3 unique business segments (Vehicle Glass Repair and Replacement (VGRR); Automobile Damage Repair and Replacement (ADRR) and Home Damage Repair and Replacement (HDRR)) in 30+ countries throughout the world. Belron is a $4B business operating many brands across its global operations.
The Operations Manager is responsible for leading and developing Store Managers and associates to achieve key performance metrics and business goals. This role is accountable for executing and planning day to day operations, ensure accurate staffing levels, and to engage leaders and hourly associates to provide service so great, it's memorable.
Plan, organize, staff, and lead day to day operations across a multi-unit market
Drive the team productivity through effective Capacity Management planning and execution
Monitor work schedules and proactively manage resources to maximize daily productivity and job completion at a market level
Ensure proper headcount and alignment of organizational staffing and flexible labor needs
Monitor productive use of payroll hours to maximize productivity
Utilize operational performance reports to determine opportunities for improvement of key metrics
Execute strategies and action plans to achieve results
Develop knowledge of the auto glass industry and Safelite processes
Ensure key performance indicators (KPI's) meet or exceed company goals, including but not limited to, Work Units a Day, Quality Care Incentive, Net Promoter Score, Time to Serve, Job Completion, Employee Engagement, Associate Retention and Return on Sales.
Collaborate with Market Supply Chain Manager and Quality Manager to ensure overall market success and coordinate performance conversations as needed
Plan, monitor and manage actual performance against operational portions of the P&L statement
Communicate market performance with store leaders and hold them accountable for results
Ensure team displays a customer driven mindset, acting with the best interest of the customer in mind
Understand, audit and support the Check In-Check Out process for technicians across all locations in the market
Oversee inventory and workorder management processes with Store Managers to ensure customer satisfaction
Manage the performance and professional development of direct reports through frequent coaching
Demonstrate clear and compelling communication skills in relaying information to teams, check for understanding, adjust messaging to the audience
Identify and build a talent bench for future leadership positions
Inspire associates to deliver a consistent Safelite experience by creating an environment aligned with our culture with a high focus on integrity and respect.
Support store leaders to hire new associates, retain top talent, identify underperformers and lead situationally
Bring the purpose, vision and culture of Safelite to life for all associates in the market
Set the example in following Safelite' s Personal Protective Equipment policy.
Remain flexible with hours and the day to support the seasonal changes in customer and business demands
Ensure associates adhere to Safelite's brand standards and all assets (building, fleet, etc.) are appropriately branded
Lead with purpose, trust, truth and consistency to inspire, engage associates and drive extraordinary performance
The selected candidate will be a highly inspiring, credible and experienced business leader with proven capability to drive results across their market. Specifically, the Operations Manager will have the following attributes, experiences and qualifications:
Bachelor's degree in Business Administration or a related field, or equivalent experience preferred
Operations multi -unit leadership experience preferred
5+ years leadership and supervision experience required
Ability to travel up to 80%
Strong business acumen with the ability to learn a new, complex business
Strong communication skills with the ability to influence
Ability to achieve results through others and assemble high performing teams
Active listener with the ability to quickly remove barriers for their team for optimal performance
Knowledge of staffing and scheduling models, preferably managing a mobile workforce
Maintain a professional appearance
Work and collaborate effectively within your team and leadership
Complete all training and certifications assigned to them within the allotted timeframe
Exhibit self-motivation with organizational and time-management abilities
The ability to operate a commercial vehicle safely and courteously, adhering to all Company policies and procedures relating to safety. This includes obeying all traffic laws and regulations and maintaining a valid driver's license with a driving record that falls within the Company requirements.
Comply with hiring requirements and drug screens per company policy
Ability to work independently with minimal supervision.
We're known as an auto glass company. That's the focus of what we do. But we're much more -- we're a growing and evolving service brand. And what really makes us unique is our people. Because at our core, we're a People Powered organization -- and our people come first and our culture matters. We'll help you find a fulfilling career path and encourage you to have a life. Let us be the best place you'll ever work.
1157 Washington St, Newton, MA 02465, USA