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Operations Manager 3 (HA Operations Specialist)

Job ID: 25-10417
Pay rate range - $25/hr. to $30/hr. on W2
Schedule: Hybrid - 4 in office, 1 remote (set day)

Top skills: Excel, independent thinker, solution-driven

Job Description:

KEY RESPONSIBILITIES/REQUIREMENTS:
This position supports the day-to-day operations of the outsourced Business Center (BC) for the Builder Direct network.

The operations specialist will be expected to execute the operational duties to ensure our contact center and vendor operations are in alignment with client-approved operational goals.
The operations specialist would be responsible for auditing the vendor(s) daily, weekly, and monthly deliverables against their contractual obligations and KPI’s.

This position also supports process improvement, new SOP implementation, and ad hoc requests.
They will serve as a liaison between Client and Builder Direct account representatives.
This individual will strive to maintain the standing relationship between the client and the Builder Direct account by ensuring that all issues are remedied promptly, while adhering to client’s policies and procedures.

Key Responsibilities
1. Assist with Builder Direct escalations
2. Support new builder site launch, including pre-walk and final mile coordination
3 . Act as the internal escalation point for Builder Direct issues
4. Manage final mile relationship and escalations
5 . Manage the Builder Direct contact center to ensure timely and accurate responses

Knowledge, Skills, and Education
• Hands-on experience with customer service, order management, and sales operations
• Must be flexible and adaptable to clients’ fast-paced, ever-changing environment, with the proven ability to work in ambiguous situations or with limited direction - Works effectively with competing priorities
• Solution-driven, and can perform root-cause analysis to quickly find and present resolutions – looking for someone who is a forward thinker
• Strong Proficiency with Microsoft Office – Excel & PPT
• Strong interpersonal and communication skills to coordinate and support transactions across multiple teams
• Must have the ability to meet deadlines in a fast-paced and demanding environment
• Regular, consistent, and punctual attendance. Must be able to occasionally work nights and weekends
• Bachelor’s degree highly preferred
• Years of experience: 4+ years
• Preferred: Some experience with Agile project/procedure management would be a HUGE BONUS!

Skills
o Attention to detail
o Stays up-to-date
o Can easily document a new process or problem
o Can collect and condense data into information that can be acted on
o Excels with computer software programs, i.e., Excel, PowerPoint, Wor,d and new/emerging presentation programs
o Building internal cross-functional relationships and partnerships

Additional Info
This position requires transactional coordination to ensure smooth delivery to consumers. The candidate will interact with multiple departments (internal and external):
- Builder Direct representatives (External - staff)
- Delivery Partner (External- staff)
- Client Departments (Internal – staff)
- Business Center Vendor (External - Supervisor teams to floor associates)

This role will oversee all necessary duties to sustain the client’s main goal of ensuring a smooth delivery experience for the Builder Direct accounts purchasing home appliances from the client.

This role will support all necessary duties to sustain the vendor manager’s main goal of ensuring a smooth delivery experience for the Builder Direct accounts who are purchasing client home appliances.
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