Operations Manager

Position Summary

The Operations Manager is responsible for the overall management of the Service and Delivery Departments at Hometowne Energy’s Penn Yan location. In this pivotal role, you’ll oversee daily operations, drive performance results, and promote high levels of customer satisfaction and team engagement. The position reports directly to Hometowne Energy’s General Manager, and will manage a team that includes dispatchers, customer service representatives, drivers and technicians.

Operations Manager Primary Accountabilities

- The Operations Manager will lead, manage and hold themselves and team members accountable to Sail Energy’s Core Values and performance standards.

- Serves as the backup to the General Manager and acts as the point of contact during the General Manager’s absence or during peak operational periods.

- While working with the General Manager, the Operations Manager is responsible for achieving or exceeding established financial and growth goals so that the performance is both predictable and sustainable.

- Collaborates with team members to develop behaviors that drive results aligned with financial growth and customer satisfaction goals, while actively supporting the organic growth of the operation through partnership from the customer support and sales teams.

- Helps with the development and training of the service and delivery department.

- Fosters a culture of teamwork, safety, and accountability while maintaining high employee engagement and communication.

- Coaching and development of the Customer Service team as needed.

- Delivers, individually and with members of their team, value to customers as well as contributes to optimizing the customer service process.

- Demonstrates a high level of employee engagement through support of a work environment that stresses communication and teamwork while free of any forms of harassment.

- The Operations Manager works with the General Manager toward the achievement of identified strategic goals for their operation. This may involve the reduction of per unit costs, increasing team productivity or other such objectives.

Operations Manager Performance Measurement

- Monthly and quarterly targets established by the General Manager.

- Financial performance guided by the annual financial and capital expenditure budget.

- Human Resource objectives, including staffing, recruitment, and retention.

- Customer and Employee Satisfaction results.

- Organic growth consistent with the Company’s strategic plan.

- Demonstration of the Company’s Core Values.

Operations Manager Position Responsibilities

- Leadership consistent with Sail’s Core Values.

- Specifically, the Operations Manager oversees the day-to-day dispatching, inventory, billing, safety, payroll, vehicle maintenance, and productivity responsibilities.

- Oversees office and field employees and works in coordination with members of the Division’s sales team.

- With others, assists in the recruiting, hiring and performance of employees.

- Models behavior and sets a high standard of personal conduct for employees.

- Evaluates, coaches and communicates regularly with department team members.

- Represents the company professionally and respectfully in all interactions with customers and with the public.

- Leads the team in “meeting or exceeding” expectations within all areas of our customer satisfaction as demonstrated by customer surveys and is responsible for contributing to our service recovery in areas where the operation falls short of our established expectations.

- Is personally responsible for establishing and maintaining business relationships with customers, actively supports marketing efforts and consistently demonstrates activity that leads to the development of new business relationships.

- Resolves customer concerns or complaints in a timely, professional, and helpful manner.

- Maintain competitive, profitable margins while supporting the Company’s growth initiatives.

- Assists the General Manager in the development of an annual departmental budget and goals.

- Creates and supplies information for determining performance of Key Performance Indicators (“KPI”). Including analyzing service department productivity reports to improve efficiency and maximize technician’s billable hours in addition to delivery reports to ensure proper quality deliveries and eliminate runouts.

- Coordinates the maintenance of all company vehicles, company facilities and bulk storage locations.

- Controls the parts and equipment inventory for the department to maintain an appropriate level of inventory and develops and institutes processes for maintaining accurate inventory records.

- Responsible for all aspects of safety, including appropriate personal protective equipment, proper lifting of heavy parts and equipment, handling of hazardous materials and general safety awareness.

- Schedules and facilitates regular employee meetings.

- Understands, follows and advocates company policies and local, state and federal rules, regulations, and codes.

- Suggests and deploys processes to increase customer satisfaction, efficiency, safety, value and/or lower costs.

Required Knowledge, Skills and Abilities

- High School diploma or equivalent required (college degree preferred).

- Minimum of three (3) years of experience in operation management.

- Must have experience in managing operations within a service-based industry.

- Experience in the energy industry is required.

- Driven leader, with a high degree of comfort working independently, maintaining priorities and making decisions.

- Proven ability to lead diverse teams and deliver measurable results.

- Adept at planning and scheduling.

- Self-motivated with a high degree of comfort working independently in managing priorities and making decisions.

- Prior experience in managing, planning and scheduling the activities of an active and customer-focused department.

- Strong sense of professionalism and ability to maintain discretion.

- Demonstrated ability to work as part of a team.

- Well-developed verbal and written communication skills.

- Proficiency in Microsoft Office.

- Experience with industry-specific software preferred. i.e. petroleum software such as Cargas.

- Must have a valid driver’s license and a clean driving record.

- Must meet employment eligibility standards set for criminal and other background checks.

- Financial acumen and data-driven decision making skills.

- A curious mind.

Physical Demands and Work Environment

The employee will primarily work in an office environment but will often be in and outside conducting field work. This employee is exposed to moving vehicles and changes in weather. The noise level in the work environment is usually quiet to moderate.

EEO and ADA Commitment

At Sail Energy, everyone matters and has a voice. We are committed to providing an environment of mutual respect where equal opportunities and reasonable accommodations are available to all applicants and team members. Decisions are based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, creed, national origin, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, genetic information, veteran status, age, or any other non-merit characteristic protected by federal or state laws. If reasonable accommodation is needed to participate in the job application or interview process, please contact the Human Resources Department at hr@sailenergy.net or call 207-837-4130. We will not respond to unsolicited third-party recruitment agencies.

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Employee assistance program

- Employee discount

- Flexible spending account

- Health insurance

- Health savings account

- Life insurance

- Paid time off

- Referral program

- Retirement plan

- Vision insurance

Work Location: In person