Sr. Manager, Operations- Parts and Supplier Relations
1625 NW 136th Ave
Suite 200
Sunrise, FL 33323, USA
Purpose:
As the Sr. Manager, Operations – Parts and Supplier Relations you will be responsible for strategic planning, implementation, and monitoring of the supply chain strategy and parts sourcing process. You will develop policies, procedures, initiatives, and enhancement suggestions necessary to support the supply chain strategy. You will use data and facts to help identify risks, manage resources, solve problems quickly and effectively with other department leaders in support of the customer experience. The Sr. Manager, Operations – Parts & Supplier Relations will deliver operational excellence and empower employees to provide service resolution and deliver best-in-class customer service.
Summary of Responsibilities:
- Develop policies to increase efficiency throughout the supply chain while ensuring quality; implement subsequent changes to processes.
- Collaborate with other departments and stakeholders to identify and maintain resources needed to establish and provide effective supply chain solutions.
- Responsible for successful reporting, analyzing, and communication of performance surrounding the Parts Sourcing department.
- Establish performance metrics for measurement, comparison, or evaluation of factors affecting the supply chain.
- Analyze current supply chain solutions and procedures; implement improvement to increase efficiency of supply chain and profitability for the company.
- Monitor the performance of distributors, assessing their ability to meet quality and delivery requirements; identify and qualify new suppliers.
- Develop negotiation strategies, and target prices in partnership with other departments and stakeholders.
- Partner with Legal to maintain up to date purchasing agreements and contracts with distributors.
- Lead, manage, and coordinate the daily operation of assigned Sr. Supervisors, Supervisors and associates effectively to provide premier customer and service provider service while meeting/exceeding departmental service levels and productivity goals.
- Provide training, coaching and guidance to supervisors and associates regarding contract information (including denials) and policy/procedure interpretation.
- Responsible for partnering with the independent service provider network and Cinch Service Network Leaders to influence behaviors, identify key trends and recommended corrective solutions of our service network allowing for customer satisfaction, profitability, and service goals to be met or exceeded.
- Proactively improve processes and procedures, streamline workflow, automate manual processes, and drive new projects which improve the customer experience.
- Identify, design, and implement strategies and business solutions that will enhance relations with distributors, independent service providers, and customers ultimately strengthening Cinch’s position within the home services and trade industries.
- Partner with stakeholders across the operations organization to understand areas of opportunity, risks, and dependencies; continuously manage and improve cycle times.
- Demonstrate advanced structured problem-solving skills and system thinking to identify root causes and develop understanding of system-wide impacts to service levels and the claims processes/performance.
- Lead digital transformation for the Parts Sourcing department to create new or modify existing business processes, and customer experiences to meet and exceed business and market requirements.
- Demonstrate strong strategic and critical thinking skills to ensure we are optimized to deliver a best-in-class customer experience. Leverage data to drive decision making and develop other alternative approaches in the absence of data to inform direction/quality of solution.
- Other job duties as assigned
Education/Experience/Other Requirements:
- Bachelor’s degree or equivalent combination of education and practical experience.
- 7-10 years hands-on supervisory/management experience in a customer service environment.
- 5-7 years of supply chain, field services, or service network management experience in the areas of HVAC, Appliances, Plumbing or other home services preferred
- Excellent interpersonal and negotiation skills with a proven ability to create and maintain positive working relationships with vendors, suppliers, shippers, and customers.
- Excellent understanding of accounting principles, finance, and legal documents such as purchasing & service agreements
- Excellent analytical, decision making and problem-solving skills with the ability to identify new areas of opportunity and make recommendations to senior leaders on future strategies.
- Advanced presentation, communication, organizational, influencing, and relationship building skills.
- Proficient computer skills (Excel, PowerPoint, Word, Access). Ability to manipulate and analyze data to gain insight that drives solutions daily operational problems.
- Ability to plan and prioritize workload.
- Make independent decisions and exercise sound judgment.
- Ability to communicate and drive results.
- Strong leadership and customer service skills that can command attention and can successfully manage in a variety of settings.SkillsBehaviors: Motivations
- Strong and effective written and verbal communications skills.
- Motivate, inspires, and develops teams.