Operations Manager

Bailey Company; Spokane (WA); On-site; USD 90,000 - 120,000; Full time

Job summary

Bailey Company is seeking an Operations Manager to lead the Spokane branch, overseeing service, parts, and rental functions. You will manage a diverse team, drive aftermarket profitability, and build structured processes for a new branch while ensuring white-glove service for key accounts.

You will optimize backend operations, oversee scheduling, and ensure compliance with OSHA and company policies, all while fostering a culture of accountability and continuous improvement.

Qualifications

• Proven leadership experience in service/operations management.
• Strong business acumen with budgets, KPIs, and profitability focus.
• Hands-on operator who can work in fast-paced, on-ground environments.
• Excellent people management with coaching and development track record.
• Customer-first mindset with commitment to exceptional service.
• Organizational discipline ensuring accurate work orders, billing, inventory, and compliance.
• Technical aptitude to understand equipment service needs and communicate with technicians.
• Adaptability and resilience under pressure and complex challenges.
• Strong written and verbal communication across customers, teams, and leadership.
• Proficiency with ERP/service management systems and MS Office.

Responsibilities

• Lead branch operations across service, parts, and rental departments.
• Drive aftermarket profitability through budgets and KPI monitoring.
• Coach and develop technicians, clerks, drivers, and managers.
• Ensure white-glove customer service by resolving escalated issues.
• Oversee scheduling and workflow to maximize technician productivity.
• Manage inventory and parts operations for timely procurement.
• Maintain compliance and safety standards per policies and OSHA rules.
• Streamline back-office processes including work orders, billing, and rentals.
• Collaborate with regional leadership on strategic initiatives.

Skills

Leadership

Business acumen

Hands-on

People management

Customer-first

Organizational discipline

Technical aptitude

Communication

Technology proficiency

Tools

ERP systems

Service management systems

Microsoft Office

Job description

Description

As an Operations Manager, you will be the boots-on-the-ground leader of branch operations, including parts, service, and rental execution. Your team will include service technicians, parts clerks, truck drivers, service & rental clerks, and managers. You will own the aftermarket profitability for the branch and be accountable for delivering white glove service to customers.

Your remit will include efficient management of backend processes and paperwork, as well as building relationships with key customers to ensure customers are satisfied and issues resolved. You will create processes and standards for a new branch. If you're a strong operations leader who isn't afraid to get your hands dirty and thrives on a challenge, this is the role for you.

What You'll Do:

• Lead branch operations across service, parts, and rental departments, ensuring seamless coordination and execution.
• Drive aftermarket profitability by managing budgets, monitoring KPIs, and implementing cost-control measures.
• Coach and develop your team, including technicians, clerks, drivers, and managers, fostering a culture of accountability and high performance.
• Ensure white-glove customer service by resolving escalated issues promptly and maintaining strong relationships with key accounts.
• Oversee scheduling and workflow to maximize technician productivity and minimize equipment downtime.
• Manage inventory and parts operations, ensuring accurate stock levels and timely procurement to support service needs.
• Maintain compliance and safety standards, enforcing company policies and OSHA regulations throughout branch operations.
• Streamline backend processes, including work order management, billing, and rental agreements, to ensure accuracy and efficiency.
• Collaborate with regional leadership on strategic initiatives, reporting branch performance, identifying opportunities for improvement, and implementing strategy.
• Champion continuous improvement, leveraging data and feedback to enhance operational efficiency and customer satisfaction.

Requirements

Proven leadership experience in service or operations management, preferably within the material handling, heavy equipment, or automotive industry. Preference for experience in starting new business divisions or ventures.

Strong business acumen, with the ability to manage budgets, analyze KPIs, and drive profitability.

Hands-on operational expertise, comfortable working in a fast-paced environment and solving problems on the ground.

Excellent people management skills, with a track record of coaching, developing, and motivating diverse teams.

Customer-first mindset, committed to delivering exceptional service and building long-term relationships.

Organizational and process discipline, ensuring accuracy in work orders, billing, inventory, and compliance.

Technical aptitude, able to understand equipment service requirements and communicate effectively with technicians.

Adaptability and resilience, thriving under pressure and navigating complex operational challenges.

Strong communication skills, both written and verbal, for interacting with customers, team members, and regional leadership.

Proficiency with technology, including service management systems, ERP platforms, and Microsoft Office tools.