Operations Support Manager

Club Assist - Lake Mary, FL

Full-time - Mid Level

Lake Mary, FL

Merchant Wholesalers, Durable Goods

About the position

The Operations Support Manager at Club Assist plays a vital role in executing operational business plans by providing data-driven insights and fostering collaboration across teams. This position focuses on enhancing operational efficiency and customer satisfaction through effective communication and performance tracking. The ideal candidate will be detail-oriented and proactive, with strong analytical skills to support decision-making and continuous improvement initiatives.

Responsibilities

• Execute Club Assist's operational business plans and initiatives by collaborating with leadership to track performance and ensure effective communication to field staff.
• Develop engaging presentations and reports that provide actionable insights on internal operational performance, industry trends, and customer metrics for leadership and team.
• Drive cross-regional strategic initiatives focused on process improvements, efficiency gains, and increased customer value add.
• Support regional leaders with data analytics to enable better decision making, accountability, and awareness across teams.
• Collaborate with cross-functional teams on projects and initiatives aimed at addressing operational challenges, enhancing customer engagement, and implementing sustainable solutions.
• Foster field staff engagement by recommending and driving methods to enhance connectivity, morale, and operational effectiveness.
• Optimize operational performance by monitoring key areas such as service standards, inventory control, online ordering, provider engagements, and warranty adjudication.
• Recommend systems, personnel, or service enhancements to improve customer satisfaction, operational efficiency, and/or increase sales potential.
• Serve as an operations representative in meetings and project calls, providing regular de-brief to Ops Leadership on status and task completion.
• Develop and maintain Operational SOPs and guidelines designed to drive operational consistency, accountability, and effectiveness.
• Serve as the bridge between operations and support staff, providing input and insights to both parties to improve collaboration.
• Monitor and report on the organization's key performance indicators (KPI's) in order to drive engagement and achievement of company goals and objectives.
• Act as a Club Assist brand ambassador through positive and professional representation in all interactions.
• Develop and execute operational engagement initiatives such as surveys, focus groups, and staff appreciation efforts, using insights gathered to inform and drive ongoing improvements.

Requirements

• Experience in supporting an operational service business.
• Successful track record communicating effectively with and influencing internal and external stakeholders.
• Track record in engaging and collaborating with senior leadership and management teams on initiatives to drive growth and deliver change programs effectively.
• Track record of delivering outstanding customer service levels.
• High-level knowledge and understanding of a variety of the company and customer's concepts, practices, and procedures.
• Ability to engage and influence cross-functional project teams from initiation through execution and to successful closeout.
• Demonstrate a wide degree of creativity, autonomy, and work ethic to identify organizational needs, gather necessary information, and develop a solution to recommend/address.
• Experience within the automotive industry, roadside service, or mobile services will be viewed favorably.
• Demonstrate sound judgement and decision-making.
• Good communication skills - verbal & written leading to high levels of confidence.

Nice-to-haves

• Experience within the automotive industry, roadside service, or mobile services will be viewed favorably.