SMS Assist Summary
At SMS Assist, we're not just in the business of fixing properties-we're fixing an entire industry. Typically, facilities maintenance is tough work-both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn't only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations.
Recognized on Forbes' Cloud 100 list, Deloitte's Technology Fast 500, Chicago Crain's Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers' livelihoods are in our hands-think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades.
We're innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We're community volunteers, karaoke partners, and lifelong friends. We're passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.
Job Summary
The Senior Manager, Pools Program provides leadership, support, and ensures alignment to the strategic direction of our national pools program. This position is responsible for high operational output & performance, staffing levels, vendor coverage, vendor performance and change management for the pools service category across all clients. Additionally, this position is responsible for creating and developing relationships with internal and external stakeholders. Experience in the pool trade is required.
Responsibilities

• Leverage industry experience to monitor health of the national pools program across each client and provide analytical support for the department and leadership
• Implement root cause reporting around residential pool issues related to equipment, leaks and green to cleans, develop vendor coverage solutions and forecast potential impact to operations
• Lead and manage a functional team, along with portfolio of vendors and open work orders to deliver positive client outcomes while achieving internal and external Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Partner with clients to prepare for upcoming seasons including aligning on vendor capacity, vendor coverage and pricing
• Cultivate the team skill set to meet business needs, coordinate and track team productivity, provide ongoing detailed variance explanations and recommend solutions when needed
• Develop key client and vendor relationships; collaborate with key stakeholders in markets to devise solutions to client and vendor issues
• Contribute to various strategic projects that drive better outcomes, improved efficiencies, technology enhancements and scalability for the department
• Attend regular client and vendor status meetings, if applicable
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned

Professional Skills
These are the professional skills we would expect from an individual fully established in this role.

• Customer Service- Advanced
• Verbal Communication - Proficient
• Written Communication - Advanced
• Teamwork - Advanced
• Relationships - Advanced
• Negotiation - Proficient
• Organizational Awareness - Proficient
• Learning Agility - Advanced
• Analysis - Advanced
• Problem Solving - Advanced
• Prioritization - Advanced

Role Specific Skills

• Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required
• System Experience: Tableau, HubSpot, CRM platforms

People Management Skills

• Proficient in all people management processes, including recruitment, performance management and reward
• Proficient in building, growing and developing a team; including department structure design and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence

Qualifications
Minimum Qualifications

• Bachelor's degree
• 2+ years of experience specializing in the pools industry
• 3+ years of people management experience

Other Relevant Qualifications

• Facilities industry experience preferred
• Experience managing pools or recurring services program preferred

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.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.