Director Of Production

Renewal by Andersen; Charlotte (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

Renewal by Andersen seeks a Director of Production to oversee the entire installation process from measurement to completion, ensuring customer satisfaction. You will drive efficiency, determine resource capacity, and lead W2 and 1099 staff toward KPI-driven growth.

Collaborating with other department leaders, you will implement processes, enhance safety, and uphold Signature Service standards across Charlotte, NC and neighboring locations.

Qualifications

• Coach associates to achieve homeowner satisfaction and drive efficiency.
• Recruit and manage workforce to meet demand fluctuations.
• Collaborate with Sales and Customer Process to align resources with demand.
• Oversee warehouse operations to meet Renewal by Andersen standards.
• Lead Technical Measure to KPI targets and customer delight.
• Drive safety initiatives and ensure regulatory training is completed.
• Manage installation teams and independent contractors.
• Resolve homeowner installation issues directly.
• Oversee installation materials and labor costs.
• Lead all installation personnel and related tasks.
• Willingness to travel to Charlotte, NC; Greer, SC; Columbia, SC.

Responsibilities

• Oversee end-to-end installation process to ensure customer satisfaction.
• Drive KPIs and resource capacity to meet demand.
• Lead Production Management and manage independent contractors.
• Coordinate with Sales and Customer Process functions.
• Oversee warehouse operations and installation materials.
• Ensure compliance with safety and training requirements.

Skills

Leadership experience

Customer service

Written communication

Verbal communication

Financial knowledge

P&L experience

Contractor recruitment

Team leadership

Building codes knowledge

Construction techniques

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

The Director of Production will oversee the entirety of the installation process, including technical measurement, warehouse, and installation to ensure customer satisfaction. In the role you will be required to improve efficiency, determine appropriate resource capacity, and drive your teams towards hitting determined KPIs that help drive bottom line growth. You will ensure that both W2 and 1099 members of the Production Department are exuding what it means to deliver Signature Service daily. You will be required to demonstrate organizational agility, working seamlessly with other department leaders to establish processes and procedures that help drive the organization towards success.

Qualification Requirements

• Ensure members of your team achieve homeowner delight, as measured through Medallia customer satisfaction surveys by training and coaching associates on technical capabilities and customer service. Research and/or develop new processes to increase efficiency and homeowner satisfaction.
• Meet or exceed homeowner expectations on the timing of installation processes by having a capable workforce available to meet demand fluctuations. Lead the recruiting efforts as needed to meet workforce requirements.
• Meet or exceed planned margins and revenue dollar goals by having a capable workforce and using outsourcing as appropriate. Work closely with the Sales and Customer Process functions to ensure resources are aligned in a proactive manner with demand fluctuations.
• Oversee all warehouse operations and personnel to ensure processes, systems, and procedures are in compliance with Renewal by Andersen standards.
• Lead the Technical Measure department, driving towards predetermined KPIs and customer delight while simultaneously coaching to foster a community of emerging leaders.
• Lead the safety initiatives of the installation process associates to ensure safe practices are in place and are followed. Ensure that all regulatory required training is completed as appropriate.
• Lead the Production Management team including performance planning, fostering open communication, and answering team concerns and questions. Coach on management of independent installation contractors (including recruiting, management, pay, skill improvement.) Manage capacity when needs arise.
• Work directly with homeowners to resolve installation process issues.
• Oversight of all miscellaneous materials needed for installation, as well as installation labor costs.
• Directly lead all team members involved in the installation process.
• Other tasks and projects as assigned by Vice President of Operations.
• Travel required – locations in Charlotte, NC, Greer, SC, and Columbia, SC.

Knowledge, Skills and Abilities

• Four-year degree or an equivalent combination of education and experience
• A minimum of 7 years of work experience in home improvement or other closely related field.
• A minimum of 5 years of direct leadership experience.
• Previous customer service experience, especially win/win problem solving, and conflict resolution skills required.
• Strong written and verbal communication skills. Advanced skills in Microsoft Office.
• Knowledge of applicable building codes and construction techniques.
• Previous work experience recruiting and managing independent contractors.
• Ability to work and lead in a team environment.
• Advanced financial knowledge.
• Previous P&L responsibility helpful, but not required.

Supervisory Responsibilities

• This position has multiple managers reporting to them

Physical Demands

• May carry 75+ pounds in equipment and product.
• Climb ladder, move/push/pull furniture
• Drive up to 8 hours a day.
• Communication
• Type, speak, and write daily.
• Office work sitting/standing at a desk
• Warehouse

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.