Business Operations Manager

Purpose
The Business Operations Manager is responsible for overseeing daily operations, ensuring customer satisfaction, and driving continual improvement across business units. This role manages administrative and client relations functions, sets standards, supervises staff, and collaborates with other departments to achieve company goals. The manager plays a critical role in closing deals with prospective customers, improving retention rates, and fostering excellence in executing company core values.

Key Responsibilities
Operations
&
Administrative Management

• Lead teams by providing guidance, setting standards, and communicating expectations to achieve company goals.
• Plan, organize, direct, and control activities of business units, implementing policies, goals, objectives, and procedures in line with corporate direction.
• Oversee facilities, security, mail distribution, record management, and other office support services.
• Monitor budgets for contracts, equipment, and supplies; analyze costs and production results; prepare budget reports and financial forecasts.
• Support and implement organizational process and policy changes.
• Manage and coordinate administrative support services, including sales support and office operations.
• Ensure work is completed on time and to customer satisfaction.

Client Relations
&
Retention

• Oversee quote activity across various service types (Sales, Calibration, ESL Testing, Onsite), ensuring thorough monitoring from inception to follow-up and successful deal closure.
• Identify, track, and qualify potential business for new customer bases; help create and implement short- and long-term goals for target industry-specific accounts.
• Collaborate with Corporate Purchasing and Sales teams to manage open orders and explore alternative options when substitutions are possible.
• Analyze performance data (e.g., bowler charts) to assess and improve retention rates for house accounts.
• Utilize customer concern logs to track and resolve customer issues, improving overall service.
• Present relevant information regarding customer activity in meetings (daily, weekly, monthly, quarterly).

Personnel Management & Support

• Select, develop, and evaluate personnel to ensure efficient operation of support functions.
• Supervise administrative staff and activities related to providing products and services.
• Prepare staff work schedules, prioritize and assign duties, and conduct performance appraisals.
• Oversee employee safety and ensure compliance with company safety policies; schedule and provide safety training as needed.

General Administrative Duties

• Perform general office duties such as answering phones, filing, typing, and supporting office efficiencies.
• Assist with procurement activities and work order processing.
• Manage relationships with outside company partnerships.
• Clean, organize, and maintain work areas; request and order supplies as needed.

Qualifications

• High school diploma or GED required; additional education or experience in business operations preferred.
• 2-3 years of supervisory experience.
• Proficiency in Microsoft Office (Outlook, Word, Excel); experience with CRM, CalMapp, Sage, Bowler, New