Operations Manager - Judge Group

OVERVIEW

The Operations Manager is the main point of contact for the customer, the voice of the customer within the organization, and executes a customer focused approach to growing our business. This involves participation and oversight of all activities to make sure that we are doing everything right to: 1) “Get” new business; 2) “Keep” existing business; and 3) Ensure that we are profitability. The Program Manager is a key stakeholder for all Project Management efforts performed for his or her customer base. The Program Manager is assigned his or her role by the President and Program Management responsibility may be assigned to anyone in the organization in addition to his or her functional responsibilities.

DUTIES & RESPONSIBILITIES

• Focus on directing overall Program toward desired business results, being a customer liaison, profit performance, new business and organizational development.

• Identify who is authorized to speak directly with the customer and define as best as possible the scope of communications authorized (e.g. Manufacturing, Engineering, and Quality resources).

• Manage the activity of the Sales Representatives for each program. (NOTE: Sales reps are not Program Managers. Beyond finding potentials for new business, they should support the Program Manager per the Program Manager’s direction.)

• Ensure proper etiquette is used when communicating via email, over the phone, or in person. This includes ensuring that anyone who is authorized to communicate directly with a customer or supplier is capable of representing the company in a manner that does not harm our relationship.

• Generate and/or communicate responses to customer Requests for Quotations or Proposals.

• Travel to customer sites (mostly local) to help support their manufacturing needs during the bidding process, new product/process start-ups, and issue resolution throughout a products entire life cycle when appropriate.

• Review and approve the distribution of customer sales orders

• Coordinate with department managers for resources (manpower, machine time, etc.) to meet the programs’ needs.

• Generate and get approval of Project Charters when appropriate to address Program needs through Project Management and provide overall leadership toward implementing the project plan.

• Review and analyze bid vs actual performance, productivity and profitability for life of the Program

• Maintain records of customer correspondence, as appropriate