Vertical Operations Manager – West

This is a fully remote position, open to applicants in Washington.

📋 Description

• Ensure the successful implementation of delivery, installation, and lifecycle service activities within designated Fleet, Rental, or Dealership sectors.

• Execute installations punctually, uphold SLA compliance, enhance delivery capabilities, and meet cost targets.

• Supervise planning, resource distribution, safety adherence, and quality assurance for installation and maintenance tasks.

• Guarantee that Rental/Dealership installations are finalized within 2 days and Fleet installations within 4 days.

• Confirm that maintenance support visits have a well-defined scope of work and are completed on time, employing a first-time-right strategy.

• Serve as the operational liaison to Sales and Implementation teams.

• Validate the feasibility of sales commitments, recognize risks, and convert commitments into actionable operational plans.

• Oversee Field Service Engineers and Service Operations Coordinators.

• Attain 80% utilization, ensure technical readiness, and cultivate productive capacity planning.

• Manage installation partners and contractors, monitoring vendor costs, quality, and execution.

• Achieve operational metrics, including on-time delivery, first-time fix rates, and target costs per installation through corrective measures.

⛳️ Requirements

• A minimum of 5 years of experience in leading field operations, service delivery, or technical operations teams.

• Proven experience in managing distributed Field Service Engineers (FSEs) or technical field teams.

• Background in the automotive, fleet, rental, dealership, or a comparable operational setting.

• Demonstrated ability to spearhead cross-functional initiatives across Sales, Customer Success, Implementation, and Operations.

• Experience in capacity planning, resource allocation, and operational forecasting.

• Solid understanding of SLAs, KPIs, and operational performance metrics.

• Experience managing high-volume deployments, installations, or field service projects.

• Background in managing third-party vendors, contractors, and installation partners.

• Proficiency in ERP, CRM, or Field Service Management (FSM) systems.

• Strong analytical and data-driven problem-solving capabilities.

• Exceptional communication, stakeholder management, and escalation management skills.

• Willingness to travel to on-site locations based on business needs.

• Bachelor’s degree in Business, Engineering, Supply Chain, or a related field is preferred.

• PMP, Lean Six Sigma, or other project management certifications are advantageous.

• Capability to work in and around vehicle service areas, rental facilities, dealerships, manufacturing sites, or warehouse environments.

• Ability to perform occasional manual tasks, such as lifting or carrying up to 40 lbs, bending, or reaching.

• Capacity to work in diverse environmental conditions and utilize personal protective equipment (PPE) when necessary.

🏝️ Benefits

• Competitive Medical, Dental, and Vision coverage.

• Company 401k Matching program.

• 20 days of Paid Time Off (PTO).

• Company-paid holidays.

• Opportunities for career advancement as we expand across the US.

• Eligibility for bonuses.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.