Operations Associate Manager

Company Overview

Construction Resources (a Home Depot Company) delivers turnkey residential solutions across multiple states, specializing in countertops, surfaces, and integrated installation services. Our Surfaces Division manages every step from fabrication through final installation, servicing builders, remodelers, designers, and homeowners.

Position Overview

The Operations Associate Manager is responsible for overseeing day-to-day operational execution across Sales Support, Scheduling, Dispatch, Installation Coordination, and Customer Service functions within the Surfaces Fabrication Division.

This role serves as a critical operational bridge between Sales, Fabrication, Purchasing, Logistics, Installation, Quality Control, and Customers to ensure every project moves efficiently from order entry through final installation and service resolution.

The Operations Associate Manager drives operational accuracy, scheduling efficiency, communication, customer satisfaction, and workflow accountability while supporting a high-performance culture focused on speed, quality, and continuous improvement.

This position reports to the Director of Sales & Customer Experience and/or Operational Leadership within the Surfaces Division.

This leader owns the full operation lifecycle of a project and project documentation — from order entry, job-ready release to installation final sign-off.

Key Responsibilities

Sales Support & Order Management

• Manage day-to-day operations of the Sales Order Entry Team, Scheduling & Installation teams.
• Oversee sales order/ticket review processes to ensure all job information is complete and accurate prior to release to production.
• Confirm orders meet billing and deposit requirements prior to scheduling or fabrication release.
• Coordinate with Purchasing/Production teams to ensure released orders are production-ready.
• Ensure all documentation is complete for orders, warranty, service tickets, and credit memos.
• Maintain organized order tracking, open-order management, and workflow visibility.

Scheduling, Dispatch & Workflow Coordination

• Oversee daily, weekly, and long-range scheduling of countertop installs, service calls, repairs, rework, and remeasures.
• Coordinate installer dispatching and routing to maximize efficiency, productivity, & customer satisfaction.
• Manage scheduling capacity across installer crews while balancing geography, complexity, lead times, and production output.
• Maintain alignment between fabrication schedules and installation timelines.
• Proactively communicate delays, holds, material concerns, and scheduling changes to internal teams and customers.

Operational Execution & Customer Experience

• Ensure every job leaving the shop is installation-ready, including slabs, sinks, hardware, paperwork, and install notes.
• Partner closely with Fabrication, Templating, Sales, Logistics, and Service teams to maintain smooth operational flow.
• Support service recovery efforts and customer issue resolution with urgency and professionalism.
• Answer escalated customer and internal inquiries while maintaining high service standards.
• Monitor workflow execution to ensure jobs are completed accurately, efficiently, and on schedule.

Team Leadership & Development

• Supervise and support Sales Order Entry, Billing, Scheduling, and Operational Coordination team members.
• Provide coaching, accountability, training, and performance development for team members.
• Foster a culture of communication, urgency, accuracy, teamwork, & continuous improvement.
• Assist with hiring, onboarding, and ongoing training initiatives.

Reporting & Process Improvement

• Track and report operational KPIs including:
• Install on-time percentage
• Order Accuracy
• Service and repair volume
• Cycle times (template to install)
• Daily/weekly job throughput
• Installer productivity
• Identify process improvement opportunities to reduce errors, improve communication, shorten lead times, and enhance customer experience.
• Implementation of best operational practices, systems improvements, & workflows.

Required Qualifications & Skills

• Associate’s or Bachelor’s degree preferred, or equivalent operational leadership experience.
• 5+ years of experience in sales support, scheduling, fabrication operations, customer service, installation coordination, or related operational roles.
• Strong understanding of the surfaces fabrication and installation lifecycle.
• Proven ability to manage multiple priorities in a fast-paced operational environment.
• Strong leadership, communication, and organizational skills.
• Proficiency in ERP systems, Microsoft Office, scheduling software, and operational reporting tools.
• Ability to lead cross-functional communication between sales, production, logistics, and field operations teams.
• Strong problem-solving skills with customer-focused decision-making abilities.
• Experience in construction, building materials, manufacturing, or distribution industries preferred.

Preferred Qualifications

• Experience in a multi-location or high-volume countertop or millwork operation.
• Knowledge of stone, quartz, solid surface, and specialty materials installation requirements.
• Experience collaborating with builders, designers, remodelers, and homeowner clients.
• Track record of reducing remakes, improving install quality, and increasing on-time performance.

Core Competencies

• Operational Leadership
• Customer Experience Focus
• Scheduling & Workflow Coordination
• Process Improvement
• Communication & Collaboration
• Team Development
• Accountability & Execution
• Analytical & Organizational Skills

Supervisory Responsibility

This position has supervisory responsibility over Sales Order Entry, Billing/Invoicing Scheduling, and Operational Coordination functions within the Surfaces Division.

Leadership & Reporting Structure

• Reports to: Surfaces Operations Manager
• Direct Reports:
• Installation Manager
• Scheduling Team
• Sales Order Entry Team
• Surfaces Billing/Invoicing
• Indirect oversight of all installers, service techs, and dispatchers.

What We Offer

• Competitive compensation and leadership growth opportunities.
• Influence over the full job-delivery lifecycle in a flagship division.
• Collaborative environment (fabrication, sales, logistics, quality, showrooms).
• Ability to shape the future of CR’s Surfaces field execution model.