Job Description

SMS Assist is looking for an Associate Director of Operations (Swing Shift) to join our growing team!

The Associate Director of Operations (Swing Shift) is responsible for driving profitable business results and operational excellence by creating and developing relationships with their customers.  The Associate Director of Operations (Swing Shift) will serve as a single point of contact for upper management and leaders at our key customers. The schedule for the Associate Director of Operations (Swing Shift) is predominantly covering weekends, second and third shift.

 Core Responsibilities

As the Associate Director of Operations (Swing Shift) you will:

• Uncover/understand client objectives, challenges and requests by performing regular client needs assessments
• Leverage internal resources to enhance the customer experience
• Establish and grow senior relationships with assigned customers
• Prevent and/or resolve escalated client issues
• Demonstrate thought-leadership with customer by developing and presenting client market research findings, trends, benchmarking and other pertinent information
• Develop a quarterly plan to translate customer objectives into an overarching strategy
• Actively participate in long range strategic planning for customer
• Lead senior level client meetings and attend regular client status meetings as appropriate
• Establish and maintain a management process that allows for visibility into company performance on assigned customers
• Model and promote exemplary customer engagement practices
• Understand business concepts and use strategic processes to make good business decisions
• Motivate, inspire, and lead team to achieve results
• Resolve contract issues with affiliates/contractors
• Review and approve quotes for facilities maintenance work (pricing, scope, etc)
• Meet with weekends, after-hour, and overnight operations team on a regular basis to ensure program is on track towards achieving customer goals
• Lead and mentor junior operations staff

 Key Competencies

• Ability to work non-standard work hours
• Flexible schedule
• Consistent focus on delivering exceptional customer experiences
• Ability to assess strengths, weaknesses, opportunities, and threats
• Master at customer interaction and providing a high level of service
• Strong verbal and written communication skills, particularly via phone and email
• Ability to analyze and see patterns in data and information in order to create proactive solutions
• Ability to present to and communicate with multiple levels within the company and with the customer
• Demonstrated ability to provide instruction, training and guidance to others
• Ability to motivate and lead others
• Comfortable organizing and leading individual and group meetings
• Driven by numbers/measures and comfortable in environment with heavy emphasis on customer service and satisfaction metrics
• Effective problem-solving skills
• Ability to negotiate
• High integrity
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment
• Solutions oriented

Education and Experience

• Bachelor’s degree
• 7+ years business experience including 5+ years building and/or managing accounts/stores/regions, particularly within the retail industry
• Proficient in Microsoft Office Suite, including strong Excel skills
• Professional, relevant examples of solving tough customer issues
• Demonstrated experience managing and leading individuals and/or small teams
• Multi-unit management experience is a plus
• Experience in a trade is a plus
• Experience in facilities industry is a plus

 Additional Requirements

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

 Job Classification

• This is a full-time, exempt position
• The schedule for this position is swing shift predominantly covering weekends, 2nd and 3rd shift
• Internally this position is known as Associate Director of Operations