ABM IndustriesAustin, TX4 months ago
Job Description:

The Senior Operations Manager is dedicated to one large, national strategic account. This role is responsible for strategically and tactically developing, aligning and implementing operations programs to deliver an exceptional customer experience in ABM’s service category. This position will provide both hands on and strategic direction and leadership for all fulfillment centers in North America and provide advice to ABM colleagues in the UK. The role reports to the Director for the region.

Key job responsibilities include:

  • Oversee operations and performance management of all ABM activity in client Fulfillment Centers.
  • Develop the operating standards and metrics for the ABM Program at all client Fulfillment Centers.

  • Enable the Senior Operations Managers to implement, inspect and enforce the standards with a goal of “Zero Defect”

  • Partner with the Sr. Manager for Specialty Operations to:
    • enable consistent ABM program performance across all client site types,
    • enable consistent communication to ABM field operations across all client site types, and

    • enable National Operations Mangers to address ABM performance issues in all client site types in their assigned territory

  • Partner with the Director of Leadership Development to identify, train, assess and develop ABM Project Managers, Sr. Project Managers and Manager of Operations working in the client environment

  • Partner with the Business Operations Manager to:
    • develop client-specific metrics and reporting that will be used to drive Continuous Improvement of ABM’s performance; and

    • ensure ABM pricing proposals for fulfillment centers are delivered on time, with high levels of accuracy and market-competitive rates

    • act based on the daily, weekly, and monthly reports developed by the ABM Operations Analysts

    • ensure ABM Accounts Receivables for Fulfillment Centers are managed with urgency

  • Act as the second point of escalation for client Category Management regarding ABM operational performance in client Fulfillment Centers

  • Identify implementable opportunities to reduce ABM overhead expense across the fulfillment center portfolio

  • Act as an operations and account management consultant to ABM colleagues around the country working with this key account. Enable local teams to prepare, successfully implement and manage our services.

  • Oversee and monitor safety and security protocols for our processes and ultimately for our employees. Ensure proper training is conducted on the training schedule provided by our Health, Safety and Security department.

  • Drive the team to be Client centric, including developing strategies to enhance our customer service and growth, focusing on communication, service excellence, and efficiency to influence positive Client experience and feedback.

  • Ensure that all processes and procedures are consistent across all sites and maintain the documented process and training materials. Audit assigned locations regularly to ensure standard operating procedures are being adhered to.
  • Drive Visual Controls, and Standard Work best practices in Warehouse Service Operations.

  • Keep current on information and technology affecting functional areas to increase innovation and make appropriate recommendations to executive leadership as necessary.

  • Provide strategic oversight and guide teams to identify, recommend and implement changes to improve productivity and reduce cost and waste. Analyze key metrics for each fulfillment center and ensure established goals are met in the areas of performance, quality, safety, Client satisfaction, budgetary plan, etc.
  • Challenge the current business process and direct management to eliminate waste by reducing non-value-added activities.

  • Mentor leaders who thoroughly understand the work; live the philosophy of the Company and teach this philosophy to others. Encourage a culture that stops to fix problems, get quality right the first time and systematically solve root cause problems.

  • Work directly with and challenge other management and employees within the organization to identify problems. Assist colleagues in determining solutions that will allow the Company to achieve its goals in the areas of profit, growth, retention and Client satisfaction.

  • Initiate, coordinate and oversee major projects across fulfillment centers, including startup training etc.

  • Oversee and evaluate equipment and facilities maintenance program to ensure quality as well as operational efficiency.

  • Participate in and contribute to site performance reviews and recommend employee training and skill development activities.

  • Communicate company and portfolio issues and goals. Facilitate regular portfolio review and planning calls.

  • Other duties or projects as assigned.

Job Requirements:

Minimum Requirements

  • 5+ years of distribution and/or fulfillment center experience, required

  • Ability to accomplish goals through others

  • Ability to improve processes

  • Ability to lead and influence people

  • Ability to maintain high individual productivity in a dynamic work at office / home / client site / airport environment

  • Analytical and problem-solving skills

  • Excellent interpersonal skills; display empathy, understanding and patience with employees and external customers

  • Effective conflict resolution and negotiation skills

  • Effective time management and organizational skills

  • Excellent verbal and written communication skills

  • Handle multiple projects simultaneously within established time constraints

  • Maintain confidentiality

  • Perform under strong demands in a fast-paced environment

  • Proficient computer skills, including experience with Microsoft Office Suite, internet

  • Respond professionally in situations with difficult employee/vendor/Client issues or inquiries

  • Strong attention to detail

  • Work independently as well as in a team environment

  • Work professionally with Client and co-workers, treating both with enthusiasm and respect

  • Working knowledge of continuous improvement

  • Domestic travel 30-50% anticipated

  • As needed while at the client sites, there will be significant amounts of walking, lifting to 40 lbs., handling pallet jack equipment, cleaning


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