OPERATIONS LEADER

Operations Leader

The Operations Leader's main role is to create a collaborative and positive work environment for all our members. The Operations Leader works closely with all Community Leaders, guiding and supporting them to ensure the Operational Team meets our partner's expectations and achieves our high-quality standards. It's the Operations Leader's duty to lead, guide, and inspire the team so that, together, they can evolve in their roles and exceed results. Leadership skills are the key to a successful Operations Leader. This position reports directly to the Director of Leadership.

The Operations Leader's responsibilities include providing constant guidance, support, and inspiration to Community Leaders, Team Leaders, Operations Technicians, and Specialists. They must promote Imperiall culture at all times since that's our biggest and most important resource. They are also responsible for leading weekly meetings with their team of Community Leaders regarding self-development, technical training, and human skills training. The Operations Leader must be available for the whole community of Specialists in the field they must be a reliable source of knowledge, insights, guidance, and compassion. They are also responsible for creating constant initiatives to develop the Operations community and cultivating meaningful relationships with all team members based on our core values of respecting, listening, developing, appreciating, celebrating, and caring.

The Operations Leader is also responsible for performing weekly meetings with the Director of Leadership to discuss strategic planning and reports about community members, accounts, etc. They must perform daily meetings with Partner Consultant to discuss notes, overall situation of accounts, and review partner requests/complaints. They are also responsible for performing daily meetings with Community Leaders to go over all the notes, discuss schedules, and dispatch requests/complaints resolutions to be dealt with. The Operations Leader must optimize and oversee the operational aspects of multiple accounts to ensure efficiency. They must constantly monitor and train the operations team on how to lead community members to ensure overall satisfaction. They are also responsible for reviewing weekly site budget performance and enforcing recommendations for improvement. The Operations Leader must visit accounts sites within their area of operation to ensure our standards are met, and all community members are well trained. They must perform periodic site visits to meet new community members, aiming to double-check training procedures and introduce themselves as another layer of leadership within the company. They are also responsible for performing monthly site visits in strategic accounts for meetings with Team Leaders and performing periodic site visits to review quality standards and analyze potential improvement opportunities. The Operations Leader must create operational plans and strategies for all accounts under their responsibility and create and document Specialists' schedules to maximize efficiency. They must co-lead installations meetings for new accounts.

The Operations Leader is also responsible for ensuring compliance with the company's policies and operational guidelines. They must review and update Imperiall's quality assurance software, review and approve the timekeeping system, review and update Imperiall's ticketing software, and review and update Imperiall's scheduling software. The Operations Leader must utilize the main company software to communicate, assign tasks, adjust schedules, and track team member's activities. They are also responsible for reviewing, adjusting, completing, and reporting weekly payroll. The Operations Leader must interview applicants for open leadership positions and conduct progressive discipline process for leadership positions. They must ensure progressive discipline process is being correctly followed for all positions and perform daily meetings with the Talent Coordinator to discuss open positions, available candidates, and recruiting strategies.