Operations Manager

Mitel; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Employee assistance program

Recognition programs

Job summary

Mitel seeks an Operations Manager to direct and optimize installation, service, and ongoing support for our direct customer base. The role focuses on achieving regional and corporate financial and customer satisfaction goals by guiding a team of skilled technical professionals.

You will oversee Service, Installation, AMC, and System Implementation groups, ensuring communication with Sales and Systems Engineering. Strong project leadership and VOIP know-how are essential for success.

Qualifications

• College degree or equivalent required.
• Strong written and verbal communication skills.
• Ability to develop and lead project teams.
• Advanced knowledge of telecommunications solutions including VOIP.

Responsibilities

• Directs and oversees installation, service and ongoing support for direct customers.
• Lead Field Service Operations including Service, Installation, AMC, and System Implementation teams.
• Manage forecasting for resources, revenue, and margins.
• Oversee financial management: revenue, invoicing, accounts receivable.
• Provide sales support: pricing, configuration, labor, equipment requirements.
• Control subcontractor costs and ensure competitive pricing.
• Handle personnel management, performance reviews and staffing decisions.

Skills

Project management

VOIP knowledge

Written communication

Leadership

Organizational skills

Education

College degree or equivalent

Job description

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

Overview

The Operations Manager directs and oversees the installation, service, and
ongoing support processes of the direct customer base while meeting or exceeding
established regional and corporate financial and customer satisfaction goals. The
Operations Manager is responsible for accomplishing this by leading a group of
highly proficient and motivated technical and support personnel.

Responsibilities

The Operations Manager provides leadership for the Field Service
Operations group including Service, Installation, AMC, and System Implementation groups. This position meets / exceeds financial and customer satisfaction goals through the successful management of:

• Customer Satisfaction - Continuously delivers exemplary service to all internal and external customers; acts as the escalation point for customer, technical, and support related issues.

• Forecasting - Through detailed department business plans, identifies and projects necessary resources including requirements for manpower, capital expenditures, and inventory (if required).

• Financial Management - Analyzes and audits financial documents, including revenue and margin reports, billing and invoicing, and accounts receivables, to ensure profitability.

• Sales Support - Interfaces and provides support, pricing, configuration, labor and equipment requirements to the Sales and Systems Engineering departments.

• Cost Controls - Identifies, selects, acts as liaison to, monitors the competitiveness of, and approves payment of subcontractors who provide installation or repair services for the direct sales office.

• Personnel Management - Indirectly and directly acts upon personnel issues including hiring, disciplinary actions and terminations; performs fair and accurate annual reviews for all direct reports.

Requirements

The ideal candidate will possess exceptional organizational skills, strong
written and verbal communications skills, an ability to develop and lead
project teams and an advanced knowledge of telecommunications solutions to
include VOIP telephony. Excellent PC skills, a positive attitude and a strong
desire to become a member of a very successful team are also “must haves” for
this position.

College degree or four to eight years relevant experience and/or training
required.

Additional Skills

Project management background is an asset. List any technical certifications.

Mitel offers a comprehensive benefit program which includes affordable Medical, Dental, Vision, Life and Disability Insurance, Matching 401(k) plan, Paid time off (holiday, vacation and sick), Employee Assistance Program, Reward and Recognition Programs and more! Benefits may vary based on full-time or part-time employee status.

At this time, we are not offering sponsorship for US work authorization for any new job applicants.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

The Aff… plan is available for viewing to any employee or applicant for employment upon request.