Universal Windows Direct - Window Installation Operations Manager
Salary Range $70,000 - $75,000
The Operations Manager is accountable for the daily execution of installation operations within an assigned market, from receipt of product through installation, payment follow-up, service coordination, and accurate closeout. This position directs installer readiness, supports scheduling, safeguards inventory, audits job costs and installer payroll, resolves customer escalations, and performs field quality inspections. The role requires active ownership of customer communication, production pace, cost discipline, and accurate Lead Perfection records
Installation Execution & Scheduling
- Ensure installation crews have complete job packets, product, and materials and depart for job sites by the established 8:30 a.m. cutoff; address call-offs, delays, and cancellations promptly.
- Coordinate with scheduling personnel to move delivered product into installation within the required window; maintain installer capacity and assist with installer recruitment when backlog or capacity threatens service targets.
- Contact homeowners when arrival times or installation dates change, arrange rescheduling, and document changes to dates, assigned installers, and notes in Lead Perfection.
- Prepare the warehouse, service technician area, and next-day job materials for efficient dispatch
Customer Experience & Service Resolution
- Own timely, professional customer updates and de-escalation efforts, including field visits for escalated concerns.
- Review post-installation labor bills for service issues immediately; clarify required parts with installers and submit complete Post-Install Service Requests to the appropriate processing
- Review service reports, follow up with homeowners every two business days until scheduling, and maintain accurate service ticket status, dates, and notes.
- Coordinate production-team service visits and support prompt resolution of incomplete or deficient installations.
Installer Oversight & Quality Assurance
- Manage installer readiness, accountability, performance issues, and availability; support recruitment and retention of qualified crews.
- Perform scheduled field quality assurance audits across beginning, middle, and final stages of installations, document findings, and upload completed audit forms to Lead Perfection.
- Complete two designated field days per week for installer audits, escalated customer visits, permit needs, and specialized installation materials.
- Confirm required jobsite photographs, including yard-sign documentation, and address workmanship issues and installer chargebacks under company procedures.
Warehouse, Deliveries & Inventory
- Oversee receiving, reconciliation, labeling, staging, and secure handling of window, door, bath, service, and ancillary products.
- Compare deliveries with manifests and checklists, identify shortages or damage, escalate discrepancies, and update Lead Perfection and product-location tracking promptly.
- Maintain daily consumable material counts and at least weekly product counts; ensure job-specific materials are verified before installation.
- Maintain warehouse organization, product protection, readiness, and facility cleanliness and safety.
