Operations Manager
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Job Description
Operations Manager managing daily operations, workflows, and team performance remotely for a Philippine-based company. Ensuring quality control and process optimization through effective leadership and collaboration.
Responsibilities:
- Oversee the entire job cycle from Lead → Booking → Payment → Installation → Follow-up.
- Ensure jobs are scheduled correctly, paid before installation, documented with photos and signatures, verified through checklists to prevent technician errors.
- Manage team members: Virtual CSR, Sales VA, Marketing VA, Technicians (via processes).
- Create daily task lists for each role and hold the team accountable to KPIs.
- Ensure payments are collected before installation, invoices match vehicle and glass specifications, cash is counted and logged, credit card authorization is completed, and end-of-day reconciliation is performed.
- Build and maintain CSR scripts, tech checklists, photo documentation procedures, warranty process, return parts process, and supplier ordering system.
- Collaborate with Marketing and Sales to track lead sources, improve close rate, follow up on estimates, and increase repeat customers.
- Review the schedule for the next day, confirm all parts are ordered, verify payments for today’s jobs, check photo uploads, audit completed invoices, support CSR with customer issues, and update the KPI dashboard.
- Prepare payroll, reconcile suppliers, review technician performance, provide sales follow-up reports, and review marketing performance monthly.
- Review profit margins, identify areas for process improvement, refresh training materials, and negotiate with vendors monthly.
Requirements:
- Strong English communication skills
- Experience with CRM systems, Google Workspace, and invoicing systems
- Process-driven mindset
- Firm but respectful leadership style
- Detail-oriented and highly organized
Benefits:
- Opportunities for growth and advancement
- Competitive compensation package, including HMO
- 24 days of paid time off, including US holidays and vacation
- Full-time (40 hours per week)
- Remote (Philippines-based)
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