Operations Leader - Field Ops & Customer Experience

Lifeway Mobility; Hartford (CT); On-site; USD 70,000 - 110,000; Full time

Job summary

Lifeway Mobility in Hartford, CT is seeking an Operations Leader to support sales, install, and service teams, ensuring a 5-star customer experience and safety. The role emphasizes timely responses to leads, inventory management, and expense oversight.

The position requires supervising field technicians and coordinators, driving continuous improvement, tracking KPIs, and leading training and performance reviews to meet regional Rocks and Lifeway Core Values.

Qualifications

• Must possess team leadership, customer service, organizational, computer, process/procedure and goal setting skills.
• Preferred experience: supervisory, construction management, customer home sales/operations and or healthcare product industry related experience and/or operations/project management.
• Strong interpersonal skills and ability to effectively communicate with teams across the entire organization
• Excellent leadership and decision-making skills
• Excellent oral and written communication skills, presentation skills, and project management skills.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
• Must be able to drive a forklift

Responsibilities

• Supervises local/regional Field Technicians and Install and Service Coordinators.
• Supports team members with day-to-day problem-solving and troubleshooting.
• Fosters a continuous improvement culture. Tracks all key performance indicators. Uses processes and systems to improve department performance.
• Screen, Hire, Train and develop team members.
• Plans, coordinates, and delivers training for new team members and ongoing training for all assigned team members.
• Responds to team member questions and concerns, such as job dissatisfaction, conflicts with co-workers, requests for leave, etc.
• Manages team member performance, including annual performance reviews, ongoing coaching and counseling, and formal and informal rewards and recognition.
• Assists in setting operational Rocks (Priorities) aligned with Regional Rocks, monitors and analyzes operational performance against Rocks, communicates progress to team members, and leads planning to continuously improve department performance.

Skills

Team Leadership

Customer Service

Organizational Skills

Communication

Problem Solving

Project Management

Decision Making

Forklift Operation

Tools

Microsoft Word

Excel

Outlook

PowerPoint

Job description

Lifeway Mobility in Hartford, CT is seeking an Operations Leader to support sales, install, and service teams, ensuring a 5-star customer experience and safety. The role emphasizes timely responses to leads, inventory management, and expense oversight.

The position requires supervising field technicians and coordinators, driving continuous improvement, tracking KPIs, and leading training and performance reviews to meet regional Rocks and Lifeway Core Values.