Operations Manager

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at www.pavion.com

Pavion and our family of companies are seeking a talented and motivated Operations Manager to join our security business unit.

Primary Responsibilities:

• Develop and maintain customer relationships and ensure client satisfaction
• Regularly connect with customers to promote business, understand changes to client business, operating model or interests to ensure proactive solutions for client
• Analyze customer feedback and monitor Key Performance Indicators (KPIs) to ensure contractual obligations are met and/or exceeded
• Use feedback and KPI data to develop programs/processes to improve customer satisfaction
• Resolve customer concerns in service delivery and proactively collaborate with other key stakeholders (such as sales or finance) to help develop or modify systems, products or processes to increase customer satisfaction and support team productivity

• Forecast department requirements, expenditures, and develop annual budgets, including revenue generation and cost containment
• Analyze actual versus budget and make appropriate adjustments when necessary
• Analyze prospective service work, ensure high quality estimates resulting in renewals and the award of new agreements
• Review job cost reports for pricing reasonableness and accuracy at time-of-service contract sale and renewal
• Provide reports to senior management including, but not limited to, revenue forecasting, staff performance, data trends and recommendation to improve efficiency and cost

• Drive and manage the overall safety program and safety response
• Drive toolbox talks, training, ensure lift certifications obtained and current, ensure appropriate Personal Protective Equipment (PPE) is available, distributed and used
• Oversee investigations of any safety incidents, provide necessary documentation, paperwork, and information
• Partner with enterprise Safety Organization on existing programs / policies / process, implementation of new or changes to existing programs, policies, processes

• Develop and implement operation strategies to improve service delivery through efficiency in coordinating technicians / field engineers and providing additional value to customers in a cost- effective manner. Oversee and manage project turnover from Operations to Service, ensure effective transition and client satisfaction, maximizing a positive experience for the customer

• Supervise, assist, and coach personnel in accordance with policies, procedures, and service levels
• Ensure technical competency, participation in industry training and certifications for relevant employees
• Enforce dress code policies and fleet appearance. Ensure appropriate staffing levels to meet growth requirements and adequately support the customer base
• Partner with Human Resources and Senior Leaders on career development and pathing for promising and interested employees
• Employee will be required to host and facilitate calls using standard MS Office applications
• Other duties as assigned

Basic Qualifications:

• Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)
• Able to read and interpret financial statements
• Experience forecasting and budgeting
• Experience in relationship and client management
• Strategic thinker, experience problem solving and driving results
• Able to redirect and pivot based on changes in client needs
• Experience with change management
• Experience operating in a risk management and compliance environment
• Able to multi-task and work under tight deadlines
• Excellent time management and organizational skills
• Experience leading and developing a team
• Able to travel as needed, up to 40% of time

• Bachelor's degree in business management, personnel management, project management or related

• Remain in a seated or stationary position for extended periods
• Ability to work for extended periods of time leveraging office tools such as computers
• Ability to work remotely in a quiet environment
• Ability to host multi-hour conference calls
• Ability to travel via car, plane, train, bus, overnight stay
• Must be able to lift and carry or otherwise move 25 pounds regularly
• Must be able to safely perform job inspections, which could include but not limited to climbing ladder, stairs, scaffolding, lifts
• Ability to drive from job site to job site, office to office

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.