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About the Role

The Operations Manager is responsible for the overall management of the Service and Delivery Departments at Campbell Oil Company DBA Hometowne Energy in the Brockport, NY area. In this pivotal role, you’ll oversee daily operations, drive performance results, and promote high levels of customer satisfaction and team engagement. The position will manage a team that includes dispatchers, customer service representatives, drivers and technicians.

Responsibilities

Lead, manage and hold team members accountable to Campbell Oil Company’s Core Values and performance standards.
Serve as the backup to the General Manager and act as the point of contact during the General Manager’s absence or during peak operational periods.
Achieve or exceed established financial and growth goals in collaboration with the General Manager.
Develop behaviors that drive results aligned with financial growth and customer satisfaction goals.
Support the organic growth of the operation through partnership with customer support and sales teams.
Assist with the development and training of the service and delivery department.
Foster a culture of teamwork, safety, and accountability while maintaining high employee engagement and communication.
Coach and develop the Customer Service team as needed.
Deliver value to customers and contribute to optimizing the customer service process.
Support a work environment that stresses communication and teamwork while free of any forms of harassment.
Work with the General Manager toward the achievement of identified strategic goals.
Oversee day-to-day dispatching, inventory, billing, safety, payroll, vehicle maintenance, and productivity responsibilities.
Oversee office and field employees and coordinate with members of the Division’s sales team.
Assist in the recruiting, hiring and performance of employees.
Model behavior and set a high standard of personal conduct for employees.
Evaluate, coach and communicate regularly with department team members.
Represent the company professionally and respectfully in all interactions with customers and the public.
Lead the team in meeting or exceeding expectations within all areas of customer satisfaction.
Contribute to service recovery in areas where the operation falls short of established expectations.
Establish and maintain business relationships with customers.
Actively support marketing efforts and demonstrate activity that leads to the development of new business relationships.
Resolve customer concerns or complaints in a timely, professional, and helpful manner.
Maintain competitive, profitable margins while supporting the Company’s growth initiatives.
Assist the General Manager in the development of an annual departmental budget and goals.
Create and supply information for determining performance of Key Performance Indicators (“KPI”).
Analyze service department productivity reports to improve efficiency and maximize technician’s billable hours.
Analyze delivery reports to ensure proper quality deliveries and eliminate runouts.
Coordinate the maintenance of all company vehicles, company facilities and bulk storage locations.
Control the parts and equipment inventory for the department.
Develop and institute processes for maintaining accurate inventory records.
Oversee all aspects of safety, including appropriate personal protective equipment, proper lifting of heavy parts and equipment, handling of hazardous materials and general safety awareness.
Schedule and facilitate regular employee meetings.
Understand, follow and advocate company policies and local, state and federal rules, regulations, and codes.
Suggest and deploy processes to increase customer satisfaction, efficiency, safety, value and/or lower costs.

Requirements

Minimum of three (3) years of experience in operation management.
Must have experience in managing operations within a service-based industry.
Experience in the energy industry is required.
Proven ability to lead diverse teams and deliver measurable results.
Prior experience in managing, planning and scheduling the activities of an active and customer-focused department.
Must have a valid driver’s license and a clean driving record.
Must meet employment eligibility standards set for criminal and other background checks.

Skills

Leadership
Planning and scheduling
Professionalism
Teamwork
Verbal and written communication skills
Proficiency in Microsoft Office
Financial acumen
Data-driven decision making skills
Curiosity

Location

Brockport, NY

Work Type

Full Time

Experience Level

3+ years of experience in operation management

Education Level

High School diploma or equivalent required
College degree preferred

Salary/Compensations

$70,000.00 - $90,000.00 per year

About the Company

Campbell Oil Company DBA Hometowne Energy is committed to providing an environment of mutual respect where equal opportunities and reasonable accommodations are available to all applicants and team members.

Equal Opportunity

Decisions are based on merit, competence, performance, and business needs.
We do not discriminate based on race, color, religion, creed, national origin, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, genetic information, veteran status, age, or any other non-merit characteristic protected by federal or state laws.
If reasonable accommodation is needed to participate in the job application or interview process, please contact the Human Resources Department.