Operations Manager (Roof)

THE PERSON 
Are you a dynamic and creative operations leader with a proven track record in consulting in the Architecture and Engineering (A&E) space? Do you excel in strategic planning, intentional execution, and fostering a culture of growth and collaboration? If you have a passion for building strong teams, driving innovation, and delivering exceptional client experiences, and if you thrive in an environment that values its employees, clients, and the quality of its work, we want to talk to you! 

Our ideal candidate is excited about the future possibilities of our industry with the skill to evolve into new and unknown areas, and their leadership will be instrumental in helping us discover and shape what that future looks like. They are:  

• Entrepreneurial. Exhibits a dynamic mindset, adept at identifying and seizing new opportunities. Resourceful and adaptable, with a willingness to take calculated risks. Proactive in their approach and skilled at navigating challenges with strategic foresight. 
• Business Savvy. Displays a keen understanding of business operations and efficiency. Prioritizes tasks and resources effectively to optimize organizational performance. 
• Innovative. Known for creative problem-solving and introducing fresh perspectives. Actively leads in developing new strategies to advance organizational goals beyond traditional methods.  
• Considerate. Builds strong relationships based on respect, trust, and compassion. Recognized for a relational approach that fosters a positive and collaborative work environment. 
• Strategic. Analyzes options to drive growth for the team and company. Uses a combination of insight and foresight to make decisions and predict outcomes that position the organization advantageously. 
• Disciplined. Adheres to core values consistently, acting ethically and with integrity at all times. Demonstrates a strong moral compass in both professional and personal conduct. 
• Intentional. Empowers and elevates others through wise delegation, valuing diversity and inclusion. Creates a culture of trust and generosity, celebrating differences and valuing each team member. 
• Life-Long Learner. Embraces continuous learning and improvement, dedicated to organizational health. Enthusiastically seeks new knowledge and experiences to enhance personal and professional growth, and actively encourages and empowers team members to do so as well. 

RESPONSIBILITIES  
Strategic Relationships 

• Actively engage with industry organizations to foster Benchmark's presence and connections, which includes but is not limited to, attending industry events and participating in industry committees. 
• Serve as an ambassador for Benchmark, confidently representing the company's values and goals. 
• Serve as a conduit/liaison between the Sales and Marketing Team and the Roof Operations team to facilitate communication and effective issue-processing and promote continual clarity and alignment on the delivery of roof consulting services. 
• Assist the sales and marketing team with content development, business development activities, and key client initiatives.
• Collaborate with sales and marketing to identify opportunities to expand services based on market needs. 
• Maintain an awareness of the marketplace, industry partners, and competition. 

Coaching and Developing the Team 

• Leadership, Management, and Accountability (LMA) of the Roof Operations Team. 
• Provide training and development opportunities to enhance the team’s skills and address areas of improvement as needed. 
• Continually develop and maintain consultant skill inventory tracker and work closely with Benchmark's Scheduler to optimize learning and growth opportunities for consultants.  
• Proactively coach Roof Operations team members using performance metrics for accountability and make adjustments as needed. 
• Serve as the champion for and work closely with leaders on executing individual professional development plans for all Roof Consultants.  
• Oversee hiring and onboarding of team members, ensuring alignment with company values and culture, and facilitating quick integration and success in their roles. 

Planning and Accountability 

• Develop comprehensive professional service delivery plans to ensure client satisfaction. 
• Provide accurate and timely productivity reports to the Senior Director of Operations. 
• Establish an annual training plan (based on individual professional development plans) for all Roof Consultants, and work with the Scheduler, Consultant Coaches, and other team members as needed to execute the training plan. 

Collaborative Leadership 

• Collaborate effectively with others on the Roof Operations Leadership Team to align goals, strategies, processes, and key decisions. 
• Promptly discern the effectiveness of professional service delivery strategies across the roof operations team, adjusting as needed to improve overall performance. 
• Regularly update the Senior Director of Operations on professional service delivery planning and execution progress while incorporating feedback for continuous improvement. 
• Work with others on the Operations Leadership Team to optimize current processes and identify and eliminate inefficiencies. 
• Regularly visit roof project sites to actively engage and collaborate with Benchmark consultants. 
• Troubleshoot problems that arise in the field with consultants and the respective account management team. 

Cross-Functional Support 

• Provide operations support to the Sales & Marketing Team, which includes but is not limited to, assisting with technical questions, attending client meetings, and writing industry articles/publications. 
• Oversee the implementation and monitoring of project safety policies and practices in collaboration with Benchmark's safety professional. 

Drive Results 

• Collaborate with others on the Operations Leadership Team to ensure success in the planned delivery of professional services. 
• Evaluate the performance of overall roof operations, identifying areas for improvement, and implementing measures to drive results. 
• Continuously work to improve professional service delivery processes, identify bottlenecks, and implement solutions to enhance efficiency and client satisfaction.  
• Effectively allocate resources, including staffing, budget, and equipment, to optimize professional service delivery and achieve desired outcomes. 
• Promote operational practices that are client-centric, meet or exceed client expectations, and maintain high levels of client satisfaction. 
• Enforce quality assurance measures that drive consistent professional service delivery standards and compliance with regulatory requirements. 
• Identify and resolve operational issues and challenges in a timely manner to minimize disruptions and ensure smooth service delivery. 
• Assess, approve, and monitor proposed solutions to project issue(s). 
• Collaborate with internal stakeholders, such as other departments and senior leadership, and external partners and vendors, to generate alignment and support for service operations initiatives.
• Foster continual cross-collaboration between the roof service operations teams (Consultants, Project Coordinators, and Drafting team members). 

KEY RELATIONSHIPS 
The Operations Manager (Roof) reports directly to the Operations Director and is accountable for coordinating and managing the delivery of Benchmark's roof consulting services. This role collaborates closely with the Operations Director, as well as their peers on the Roof Leadership Team, ensuring alignment on service delivery activities. Additionally, they will work cooperatively with the Scheduler, the HR Director, and the Safety Specialist, ensuring a cohesive approach to meeting the company-wide service delivery objectives. 

QUALIFICATIONS 
Required 

• At least 3 years of professional services oriented operations experience. 
• Proven track record of leading and managing professional services operations teams. 
• Proven experience executing professional service operations processes. 
• Excellent communication skills, both written and verbal. 
• Strong collaborative mindset – understanding and executing on service delivery needs. 
• Innovative problem-solving skills, with a creative solutions mindset. 
• Proficient in executing business strategies. 
• Experience in the construction and/or commercial roof industries. 
• Able to travel for work (amount of time varies according to business needs). 

Preferred  

• Bachelor's degree in business and 7+ years related experience. 
• Experience in the delivery of professional services. 
• Experience working with an ERP system. 
• Experience with EOS (Entrepreneurial Operating System).