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Improveit Home Remodeling · 1 day ago

Installation Manager - Residential

Nashville, TN

Full-time

Onsite

Mid, Senior Level

7+ years exp

Improveit Home Remodeling is a leading replacement contracting company headquartered in Columbus, Ohio, specializing in home remodeling services. The Installation Manager will be responsible for driving customer satisfaction through installer engagement and business process improvement, ensuring on-time installations and high levels of customer satisfaction.

Home ImprovementHome RenovationHome ServicesReal Estate

Responsibilities

Recruit and select personnel for installer positions based on needs in the market and future growth within the market

Hold Installers accountable to established policies through inspections, scheduling, and capacity management

Perform analysis to accurately forecast resource needs and efficient and effective flow of installations through the pipeline daily

Develop, implement, and measure the performance of process initiatives in relation to process efficiency and customer satisfaction

Identify, evaluate, and recommend opportunities for improving the customer experience

Partner with the General Production Manager to identify, define and implement needed system and process improvements that promote total customer satisfaction

Coordinate closely with established vendors to ensure availability of products needed to meet established service delivery deadlines

Leverage data to monitor and recommend resource needs to execute strategy within varying demand scenarios

Manage and resolve cross-functional issues and challenges

Mitigate and resolve customer escalations with urgency, determination and focus on achievement of total customer satisfaction

Manage to the 'big picture,' understanding the complexity and downstream impacts of the customer service delivery process and ensuring that delivery flows smoothly through the system

Intervene when necessary to resolve disputes according to established ImproveIt Home Remodeling policies and procedures and use established methodology for all customer interactions

Foster a team environment and a customer-focused culture throughout the organization

Hold direct reports accountable for achieving results through coaching and performance management

Consistently provides feedback and direction to direct reports to promote employee development, engagement, and business knowledge

Partner with Human Resources to ensure firm, fair, and consistent application of Human Resources practices and policies

Promote and maintain a safe work environment

Qualification

Construction experienceCarpentry experienceHome improvement experienceResource ManagementAnalytical SkillsLeadershipAccountabilityMicrosoft OfficeEPA RRP CertificationCommunicationProblem SolvingConflict Resolution

Required

Must have hands-on experience in construction, carpentry, and/or home improvement/remodeling to include: Residential window replacement, Bathroom remodeling, Kitchen remodeling

Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions

Goal Oriented - Ability to focus on granular, day-to-day goals and obtain a pre-determined result

Resource Management (People & Equipment) - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel

Accuracy - Ability to perform work accurately and thoroughly

Organized - Possessing the trait of being organized to follow a systematic method of performing a task

Problem Solving - Ability to find a solution for, or to deal proactively, with work-related problems

Analytical Skills – Ability to use critical thinking and reasoning to solve problems

Management Skills - Ability to organize and direct oneself

Professionalism – Conduct and appearance is professional and to company standards and policies

Communication – Ability to use effective verbal and written communication skills

Conflict Resolution – Ability to deal with others in difficult and sometimes antagonistic situations

Accountability – Ability to accept responsibility and account for his/her actions and decisions

Education/Experience: Bachelors' Degree, at least 3 years of operations experience with a customer service focus, and at least 4 years' supervisory experience; or any equivalent combination of education and experience

Computer Skills: Proficiency with Microsoft Office (Word, Excel, Outlook)