Operations Manager: Client Services & Process Improvement

Emcor Group; Honolulu (HI); On-site; USD 90,000 - 120,000; Full time

Job summary

EMCOR Facilities Services seeks an Operations Manager at the EMCOR Customer Solutions Center in Tempe, Arizona. The role oversees a supervisory team ensuring exceptional service delivery and acts as an escalation point between clients and ECSC operations.

The Operations Manager drives continuous improvement, develops KPIs and scorecards, and leads coaching, training, and performance development across the team.

Qualifications

• Bachelor's degree or equivalent management experience (5-7 years).
• Advanced/Expert level proficiency in Excel.
• Ability to read, analyze, and interpret business materials; write reports and procedures.
• Proven ability to present information to groups of managers, clients, and the public.

Responsibilities

• Drives operational service performance of team members; monitors KPI and SOP adherence.
• Monitors Work Order delivery processes and suggests improvements.
• Manages multiple client accounts; supports RFPs and QBRs.
• Tracks KPIs and performance metrics to ensure service delivery targets.
• Coaches and develops team members; coordinates staffing and training.
• Assists in escalation handling for service center issues.
• Prepares monthly reports to align with strategy and delivery.
• Leads and motivates staff by communicating core beliefs and values.
• Establishes goals and performance criteria; helps implement objectives.
• Reviews costs and procedures for efficiency and improvement opportunities.

Skills

Excel

Education

Bachelor's degree or equivalent

Job description

EMCOR Facilities Services seeks an Operations Manager at the EMCOR Customer Solutions Center in Tempe, Arizona. The role oversees a supervisory team ensuring exceptional service delivery and acts as an escalation point between clients and ECSC operations.

The Operations Manager drives continuous improvement, develops KPIs and scorecards, and leads coaching, training, and performance development across the team.