Operations Support Manager

Dent Wizard is looking for an Operations Support Manager for its Raleigh market.

The Operations Support Manager is responsible for driving operational excellence and supporting the successful onboarding, launch, and ongoing performance of customer sites within their district. They drive non-technician gross margin at a district level, including managing the cost of supplies and fleet, and supporting parts margin expansion, acting as the district level lead with the Supply Chain team.  This role leads cross-functional initiatives, manages technical and operational processes, and serves as a coach for front-line leaders and technicians.  They are a member of the district leadership team in partnership with the District Operations Manager and Business Development Executive.

Key Responsibilities:

Customer Onboarding & Launches

• Drive and own the end-to-end customer onboarding process, ensuring a seamless transition from pre-launch to full operational status.
• Plan and lead customer pre-launch due diligence, including site assessments, requirements gathering, and risk identification.
• Manage multiple service launches simultaneously, coordinating resources and timelines to meet customer and business objectives.
• Lead buildout planning and execution for new locations, leveraging external vendor partners as required.

Operational Excellence & Quality

• Identify root causes for technical customer service concerns and implement corrective actions to resolve issues and prevent recurrence.
• Develop, implement, and continuously improve critical processes to enhance operational quality, efficiency, and customer satisfaction.
• Troubleshoot operational issues and implement Standard Operating Procedures (SOPs) to drive consistency and best practices across sites.
• Drive leaders to optimize day-to-day operations, leveraging data and feedback to improve performance.
• Ensure we are meeting the Customer Promise cycle time consistently across the district.

Technical Training & Support

• Provide technical training and support to technicians and front-line field leaders, ensuring teams are equipped with the skills and knowledge needed for success.
• Serve as a resource for technical problem-solving and process improvement initiatives.

Supply expense management

• Minimize tech supply costs by ensuring consistent use of preferred suppliers, controlling credit cards, and driving strong ordering processes (e.g., min/max processes, etc.)
• Analyze supply usage to identify locations of overspending and root cause problem-solving to drive savings.
• Ensure parts profitability via vendor leverage and best practices  
• Automate invoices to reduce front-line manager time commitment.

Supply Chain & Fleet Management

• Lead supply chain initiatives for the division, collaborating with procurement and fleet teams to ensure timely and cost-effective delivery of materials and equipment.
• Own all site and fleet-related audits, ensuring compliance with company standards and regulatory requirements.
• Manage fleet requests, including vehicle allocation, maintenance, and replacement planning.
• Lead EH&S initiatives for the division, ensuring compliance with all regulatory requirements and fostering a culture of safety and responsibility.

World Class Teams

• Coach the Operations Leadership Team on areas within their responsibility, fostering a culture of accountability, continuous improvement, and professional growth.

Other duties as assigned.

Key Competencies

• Operational Excellence
• Project Management
• Technical Acumen
• Leadership & Coaching
• Problem Solving
• Communication & Collaboration
• Customer Focus
• Change Management

Position Requirements

• A bachelor’s degree in business, operations management, or a related field is preferred.
• 5+ years of experience in operations, project management, or a related discipline.
• Proven ability to lead cross-functional teams and manage multiple projects simultaneously.
• Strong analytical and problem-solving skills, with experience in root cause analysis and process improvement.
• Excellent communication and interpersonal skills, with the ability to coach and influence at all levels of the organization.
• Prior experience as a field leader (e.g., AOM, FOM) preferred.
• Experience in technical training, supply chain management, and fleet operations is highly desirable.
• Must live in a market that they support.
• Ability to travel as needed to support site launches and operational initiatives.

Physical Job Requirements

• Consistent in field visits with the leaders and technicians (around 75%).

• All applicants being considered for employment must pass pre-employment checks including drug screening and background check.

The compensation offered for this position will depend on qualifications, experience, and geographic location.

The starting compensation is expected to be:

We offer a competitive & comprehensive benefit package including: paid time off, medical, dental, vision, and 401k match (50% on the dollar up to 7% of employee contribution). For more information on our benefit offerings, please visit our Dealer Tire Family of Companies Benefits Highlights Booklet.

EOE Statement: Dent Wizard is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. 

*ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact Dent Wizard's Human Resources Department to discuss your specific needs. Please feel free to contact us at [email protected].