Service Operations Manager

Company: Leslie's
Location: Dallas
Posted on: May 3, 2024

Job Description:

DIVE IN TO A NEW CAREER WITH LESLIE'S:

Leslie's pool supplies is the "World's Largest Retailer of Swimming Pool Supplies." With over 1,000 retail stores in 39 states plus Pro, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie's. With over 60 years of providing the best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our team members feel valued and are enthusiastic about the contributions they make to the success of Leslie's.

Job Overview:

Assist the Service Manager with the performance of a Leslie's service market to ensure it is meeting or exceeding customer service standards, sales plans, performance and operating procedures, and all objectives. Assist in the development and delivery of sales plans, profit margins, payroll, and managing all controllable expenses. Assist with the effective execution of all company-developed programs. Work closely with Service Manager to develop personnel on all required training programs and establish the expectation of providing excellent customer service through personal example and expectation.

Responsibilities:

• Assist with ensuring the standards for customer service are maintained at optimum levels.
• Work with Service Manager to ensure service P & L performance in the following areas: a. Sales b. Gross Margin c. Controllable Expenses d. Loss Prevention/Asset Protection
• Works closely with Service Manager and is in the forefront of all recruiting, staffing and hiring of service technicians. a. Responsible for understanding and following all employment policies and procedures relative to drug testing, reference checking, I-9 compliance and the completion of new-hire paperwork on a timely basis. b. Participates in recruiting process inclusive of job fairs and interview process.
• Responsible for compliance with and ensuring the accuracy of all payrolls.
• Assist in the development of sales plans and strategies for review and approval of immediate supervisor.
• Assists with monitoring lead times within the market and completes service jobs when necessary to keep lead time within acceptable limits.
• Assist with daily analysis of the markets service sales, identifying areas of opportunity and developing action plans to overcome those opportunities.
• Help to ensure the selling effort by assisting in counseling, training, and developing store and field personnel to achieve profit and loss objectives.
• Completes quality control service calls and follow training with technicians.
• Provides assistance with gross margin performance in the business lines of service and commercial service.
• Evaluates and monitors compliance to all controllable expenses.
• Works with Service Manager on all Loss Prevention, protection and maintenance procedures including, but not limited to, vehicles, cellular telephones, radio's, computers, demonstration equipment, records, theft investigations etc.
• Promotes and evaluates the sales performance through customer satisfaction and service, salesmanship and service standards of measure.
• Ensures compliance with Federal, State and Local regulations. Secondary Functions:
  • The assistant service manager will be co-responsible for the development, delivery and execution of the following secondary job functions.
  • Responsible for morale enhancement of all team members. Promotes team member recognition programs and develops motivational programs.
  • Works to ensure the mentoring of team members on the progression and succession of career path program.
  • Monitors and evaluates all training programs as it relates to personnel development.
  • Inclusive of field training to ensure that the knowledge is producing to expectations in quality of work.
  • Responsible for the company's safety program and ensuring adherence to all safety policies and procedures.
  • Responsible for complying with the company's worker's compensation programs to ensure cost control measures and related protocol is followed.
  • Responsible for compliance with and ensuring the accuracy of all payroll and time & attendance procedures.
  • Responsible for ensuring compliance and developing audit points for all administration and adherence to company policies and procedures.
  • Responsible for competitive surveys.
  • Monitoring and evaluating all service division initiatives, programs and campaigns.
  • Responsible for monitoring and ensuring compliance with all service business plans and guidelines.
  • Responsible for monitoring equipment maintenance, and repair. Marginal Functions:
    • Assisting stores within the district.
    • Assisting the district manager with the interviewing, training and development of personnel in district.
    • Assisting District Manger and/or the corporate office on special projects. Qualifications:
      • At least 1 year as a successful service technician within the company, or
      • At least 1 year as a successful store manager within the company with solid technical ability.
      • At least 3 years in swimming pool industry with excellent communication skills, and with 2 years management experience.
      • NSPI Certification preferred but not required.
        
        We offer our employees competitive compensation, extensive paid training, comprehensive and flexible suite of benefits package, 401K with company match, team member discounts, rewards for top performers, and most importantly career advancement opportunities.
        
        Leslie's recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives.

Keywords: Leslie's, Dallas , Service Operations Manager, Executive , Dallas, Texas