Main Responsibilities and Required Skills for Operations Manager

An Operations Manager is in charge of ensuring that all aspects of the company are working together to deliver a product or service. They usually have a lot of different roles within their job description. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Operations Managers.

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Main Responsibilities of Operations Manager

The following list describes the typical responsibilities of an Operations Manager:

Achieve

Achieve brand Sales and EI targets.
Achieve budget forecasts, revenue and profit goals.

Address

Address deficiencies in a timely manner.

Advise

Advise and track new developments as part of our 3-5 year strategic roadmap.
Advise executive management on growth opportunities.

Analyze

Analyze departmental operations and identify areas requiring improvement.

Assist in / Assist with

Assist branch and fellow team members with achieving branch goals.
Assist COO with operations.
Assist in all areas of the warehouse as demand requires.
Assist in the Phoenix area launch of our home delivery service.
Assist leasing with coordination requests for tours.
Assist marketing team as required across the campaign cycle.
Assist MOD with all ejection logs and incident reports.
Assist Sales team with new opportunities.
Assist with compensation and benefits management.
Assist with day-to-day operations, including scheduling, hiring, and project management.
Assist with regular and ad-hoc marketing reporting.
Assist with store sets, window displays, signage, visual merchandising changes, markdowns, etc..
Assist with tendering, awarding and supervision of all service contracts by central procurement.
Assist with the creation of training materials for new hires.
Assist with updating and maintaining SharePoint Site.

Attend

Attend and arrange for all required training courses.
Attend weekly conference calls.

Build

Build and execute our launch playbook to quickly onboard new clients and brands.
Build a robust process to handle quotes and renewals.
Build models to analyze sales and pipeline trends, productivity, and performance.
Build on existing key performance measures (KPIs).
Build out and conduct training sessions with Refersion for routine data generation and cleansing.
Build relationships with Digital 360 counterparts in other geographies.
Build relationships with patients and employees and help support a culture of passion and enthusiasm.
Build reporting needed to understand contact drivers, top resolutions, and Customer trends.
Build revenue forecasts, analyze current business performance, and assess market opportunities.
Build team competencies in managing a Cloud-First environment.

Coach

Coach and drive the team to develop Lean Material Flow.
Coach and motivate qualified staff.
Coach staff to reach potentials.

Collaborate with

Collaborate with CS Leadership on the evolution of the CS team deliverables & initiatives.
Collaborate with Head of People as we further develop our Diversity and Inclusion programs.
Collaborate with Headquarter sales operations to setup, maintain and modify sales territories.
Collaborate with marketing, agencies, sales and internal teams on related project.
Collaborate with Marketing to optimize the marketing and sales funnel.
Collaborate with other CLEAR supervisors to create CLEAR best practices.
Collaborate with the R& D team to evaluate and source new lab equipment needs.

Communicate

Communicate and enforce guidelines on updating CRM system within group.
Communicate efficiently and effectively with mill leadership.
Communicate insights and recommendations to Adobe Stock leadership.
Communicate progress on projects across functions.
Communicate regularly with the sales team to convey information useful in achieving set objectives.
Communicate with the customers before and after each job.

Complete

Complete analytical data validation and Quality Assurance / Quality Control.
Complete oversight of the end to end display and special pack process.
Complete work as scheduled by the Operations Manager.

Conduct

Conduct accident investigations and participates in critical task analysis.
Conduct all interactions with a high ethical standard.
Conduct an annual review of all policies and procedures for organization and staff.
Conduct annual personnel evaluations for all direct report personnel.
Conduct call reviews for team members and provide feedback and coaching.
Conduct daily 10 min stand up meeting & monthly operations meeting.
Conduct ongoing operational training and readiness of AWS Professional Services new hires.
Conduct planned inspections of the sites to check the level of services provided.

Contributed to

Contributed to providing as many positive guest experiences as possible.
Contribute in the Business Planning Process.
Contribute to building brand value and achieving enduring profitable growth.
Contribute to team effort by accomplishing related results as needed.

Coordinate

Coordinate and manage administrative project issues.
Coordinate arrivals, departures and billing requirements with Sales and Catering Department.
Coordinate, as needed, with Reporting Team to make any changes or improvements to reports.
Coordinate enhancement and feature requests with product management and Cloudera engineering.
Coordinate execution of key strategic initiatives.
Coordinate information regarding market trends with Marketing Managers.
Coordinate Medical Staff events and awards such as Doctor's Day and the Physician RISES award.
Coordinate, participate and report on meetings between the business teams and customer.
Coordinate the implementation of agreed remedies and preventative measures.
Coordinate the servicing and inspection of equipment daily with the shop personnel.
Co-ordinate the transition and go-live of new system, working closely with Logistics teams.
Coordinate transportation capacity plans and end of period excellence.

Create

Create a culture of pride and teamwork.
Create a fun, inclusive, and safe workplace.
Create and manages internal financial budgets and acquisitions as related to IT security operations.
Create and provide required reports and team updates as needed.
Create Launch Plans that tracks milestones and measure progress against the same.
Create, track and report on people allocation, including employee scheduling and utilisation.

Define

Define communication plans designed to positively influence or change behaviour.

Design

Design and execute on a standard cadence of operations to inform.
Design and implement project activities and timelines, maintain project momentum.
Design and manage regular reporting for senior management on all areas of revenue management.
Design an environment for continuous improvement, new SOP as needed.

Determine

Determine staff training needs in order to maintain work force qualifications and productivity.
Develop a cash-flow model based on the annual sales forecast and expenditures.

Develop

Develop and document a catalogue of SOPs and best practices for each area of our operations.
Develop and embed a series of Key Performance Indicators.
Develop and execute the company's business strategies.
Develop and implements site specific training and improvement programs.
Develop and maintain scheduling, including on-call support as needed.
Develop and manages production staffing strategy.
Develop and revise operational SOP's for Technicians and Dispatch.
Develop a project budget in consideration with cost optimization and reduction goals.
Develop a win-win opportunity for the customer and the company.
Develop effective response plans and implement per the plan.
Develop field operations teams capable of delivering exceptional inspection services.
Develop forecasting for operational and capital expenses.
Develop, implement, and maintain quality assurance protocols.
Develop / improve operational procedures focused on customer service and first contact resolution.
Develop industry and Maison knowledge.
Develop our network of chefs whilst guaranteeing the quality of the services provided.
Develop Project Plans for strategic initiatives.
Develop, publish, and maintain content and documentation for Operations & Support.
Develop, refines, and maintains SOPs for Medical affairs activities.
Develop systems and cadence for client performance monitoring, check-ins, etc..
Develop the overall layout and production design for website wireframes and site maps.
Develop the periodic project cost report with high accuracy.
Develop, trains, rewards, and recognizes the results of all levels of restaurant employees.
Develop warehouse operations systems by determining product handling and storage requirements.

Direct

Direct management experience for salaried employees and their performance.
Direct quality control inspection system and develop production reporting procedures.

Document

Document and communicate changes to the lead journey to the sales and marketing functions.
Document, maintain, and improve standard operating procedures.

Drive

Drive Client specific programs such technology roll-outs, bench-marking, best practices etc..
Drive consistent Customer Success practice excellence across Upland teams.
Drive employee engagement and customer experience in department programs.
Drive productivity and commerciality considering recoverability and innovation with team growth.
Drive safety, quality and efficiency improvements required to support IPT objectives.
Drive the financial success of the unit's operation.
Drive the merchandising business of products through effective planning of promotional plans.
Drive the weekly / quarterly bookings and pipeline forecast process for the Sales organization.

Ensure

Ensure 100% accuracy and work to optimise the performance of space listings on the website.
Ensure all CAPA plans are documented and tracked.
Ensure all external stakeholder processes are followed and adhered to (SOP, SOS, JES,.).
Ensure all operations are carried on in an appropriate, efficient, cost-effective way.
Ensure all permits required are completed and up to date.
Ensure and inspects data entry points in Lift Tracker for accuracy and compliance.
Ensure appropriate merchandise flow-through and replenishment processes are in place.
Ensure as a strategic player that we hit our 10 mins delivery.
Ensure companies' activities comply with legal, professional, and ethical standard.
Ensure complete and accurate system data in order to enable business analysis and reporting.
Ensure compliance and maintain follow-up of documents related to production.
Ensure concrete is delivered, as required, by properly trained and skilled employees.
Ensure continuous adoption / usage and data integrity through system improvements.
Ensure Dealers deliver NCI parts, accessory and ASP targets on an ongoing basis.
Ensure effective documentation and communication of all Talent Acquisition processes and workflows.
Ensure effective queue management and searching across the event at various locations.
Ensure equipment is not left behind on jobs.
Ensure food quality and service standards are being maintained for Bistro and meeting room functions.
Ensure goals are set for managers and staff.
Ensure Labor Management is being used effectively and processes are being followed.
Ensure labor targets are successfully achieved.
Ensure number of tenants and occupants are in line with the established guidelines for the unit.
Ensure operational excellence through structural optimization and process efficiencies.
Ensure performance plans are set, maintained and continuously improved by Human Resources Management.
Ensure Perform is embedded within the team.
Ensure production partners deliver continuous improvement on quality, dispatch and delivery.
Ensure productivity programs are being followed.
Ensure proper delivery and sales of product and service solutions.
Ensure proper staffing levels within the department.
Ensure proper training for new hires.
Ensure replenishment orders and returned merchandise are processed according to Company standards.
Ensure samples are organized.
Ensure service level agreements are maintained throughout all channels.
Ensure sound curtain wall, structural and roof maintenance.Ensure that the quality of product and packaging meet company standards.
Ensure the cleanliness, maintenance, and upkeep of the shelters and surrounding grounds.
Ensure the Company meets all customer requirements in terms of service and delivery.
Ensure those on duty maintain high levels of presentation and discipline.
Ensure through established cadence that operations are running at the highest levels of efficiency.
Ensure timely completion of all necessary paper work.
Ensure timely payment standards are maintained for all vendors and consultants.
Ensure timely resolution of service incidents and completion of service requests.

Establish

Establish and hold presentations in front of various audiences.
Establish and maintain a safety focused work environment.
Establish, document and optimize processes both internal and external to the department.
Establish and maintain operational metrics.
Establish policies that promote company culture and vision*.
Establish procurement trackers and manage all procurement documentation.

Evaluate

Evaluate individual and organisational development.
Evaluate, recommend, and build business cases for technologies which drive process improvements.
Evaluate the day to day practices of the direct reports.

Execute

Execute - Drive Creative Cloud Team migration workstream to completion and beyond.
Execute our HR and people functions.

Follow up

Follow up on leads generated by partners as needed (ie. from conferences).
Follow up with management for proper email response time.

Forecast

Forecast volumes and manage staffing levels and capacities.

Handle

Handle any warehouse related issues.
Handle entrusted office administration.

Help

Help manage and control Fixed Costs.
Help manage our suppliers.
Help manage scheduling for workshops, research, interviews and other team meetings.
Help manage the commission process for the team using Spiff.
Help promote safe work practices and higher standards of performance.
Help Quin evolve their operations.
Help Spiff identify and implement a CPQ solution.
Hire and train or arrange for training of staff.

Hire

Hire, maintain, and develop employees.
Hire, motivate and direct individuals with varying professional backgrounds.
Hire, onboard and train a team of associates to execute the local operations.
Hire, onboard, train, oversee, supervise, and manage all staff.

Identify

Identify all active drugs or HCP specialties under management by customers.
Identify and address problems and opportunities for the operations.
Identify and execute on new ways to enhance our partners' experience.
Identify and execute training programs for manufacturing and support employees.
Identify, communicate, monitor and maintain project HSE expectations and deliverables.
Identify future leaders, mentor, train and develop teammates for career progression and learning.
Identify gaps in our content and recommend new topics.
Identify, measure and report on key performance indicators.
Identify operational trends and react accordingly.
Identify opportunities to improve the process (e.g. cycle times, ease of execution, reliability).
Identify potential capacity constraints and service issues in the network.
Identify resources needed (people, money, time) to complete projects successfully.
Identify where we need to innovate as a business in the US and build out our marketplace.

Implement

Implement and manage good practices for environment, health and safety standards.
Implement continuous productivity improvements (use of LEAN tools).
Implement effective tools for day-to-day, shift-to-shift communication.
Implement and apply inventory and fulfilment optimization initiatives as required.
Improve
Improve sales efficiency by analyzing prospect targeting and outreach strategies.
Improve upon current processes to ensure quality, profitability, and future growth.

Investigate

Investigate complaints or performance concerns and report to HR.
Investigate, resolve and / or escalate customer service issues, as appropriate.

Keep

Keep aware and up to date of changes in regulations, standards, or building requirements.
Keep large and complex projects organized, within scope, and on-time.

Lead

Lead a culture of safety through personal example.
Lead and develop a team of data analysts.
Lead and manage file / folder system (Agency and Client).
Lead and shape a growing team of 2 full time employees and oversee 20+ freelancers.
Lead a team of well-trained team members to deliver a customer centric shopping experience.
Lead collaboration with inventory financing partners to negotiate debt deals.
Lead customer drink demo process.
Lead, develop and grow a high performing team.
Lead integration efforts with other department and functional heads.
Lead Materials Management team.
Lead on data-driven decision making and analysis for operations.
Lead our Sales Planning Process.
Lead & participate vendor and client meetings.
Lead realignment and work redesign efforts as necessary to provide executional excellence.
Lead relationships with outside vendors, agencies, and contracted resources.
Lead the deployment and usage of Salesforce and other CRM tools.
Lead the major & minor enhancements on LIVE applications.

Liaise

Liaise between East and West Business Units on new program launches and operations.
Liaise with line managers and the HR Manager on individual HR issues.

Maintain

Maintain accurate inventories and participates in inventory counts.
Maintain adequate and accurate inventory of products and equipment.
Maintain all driver records as well as records regarding vehicle servicing and inspection.
Maintain all Standards Set by House of Blues.
Maintain and enhance quarterly business performance reporting.
Maintain and evaluate inventory monthly.
Maintain and improve our modern, SaaS (e.g. Google Workspace, Slack, SSO) IT stack.
Maintain and improves social support operations by monitoring system performance.
Maintain an execution focus while looking for process improvements.
Maintain a professional image to clients by answering inquiries and suggesting.
Maintain controls over materials purchased inventory.
Maintain, create, and revise electronic documents.
Maintain critical relationship with clients, the senior management team, and direct reports.
Maintain EDI idoc's to ensure messaging is complete and process' are interacting as expected.
Maintain effective communication with the Field Operations team and local retail store teams.
Maintain ethics and compliance values even when potential risk exists.
Maintain Installation manual is up to date.
Maintain operational documentation including knowledge articles.
Maintain production Standard Operating Procedures (SOPs) for department processes.
Maintain quality service by enforcing quality and customer service standards.
Maintain strictest confidentiality and discretion.
Maintain the Technology Organization chart with regular updates.
Maintain transportation calendar in OPT portal.
Maintain utmost level of customer service for borrowers.

Manage

Manage and oversee the Environmental Health and Safety Management Program for the site.
Manage and provide employee services around transportation or relocation.
Manage appropriate staffing and inventory levels.
Manage changes in project scope, identify potential crises, and devise contingency plans.
Manage consultant security clearance whilst maintaining GDPR compliance.
Manage cross-functional migration and tag maintenance projects.
Manage department reporting including data for weekly meetings.
Manage different projects such as expanding to new markets, setting up teams, processes and others.
Manage equipment distribution and tracking for our global team.
Manage facilities, equipment and office supplies.
Manage facilities operations for NNA HQ and associated local facilities.
Manage legal processes related to organizational management.
Manage marketing efforts to increase occupancy and effectiveness.
Manage multiple simultaneous projects and drive to successful resolution.
Manage operating status, planned and unplanned outages for all systems, facilities, and utilities.
Manage performance and review daily statistics.
Manage promotions by educating Teammates and ensuring signage is displayed appropriately.
Manage subject matter experts in QA and peer to peer.
Manage, supervise, coach, and discipline employees.
Manage the annual performance review process for team members.
Manage the company's financial accounting, monitoring, and reporting systems.
Manage & troubleshoot all client uploads.

Meet with

Meet with the hiring manager and other members of the team.
Meet with them to assess operations performance and identify / resolve issues / problems.

Mentor

Mentor and develop critical skill sets in lower level Operations Managers.
Mentor team members for higher performance.

Monitor

Monitor advances in ad tech and recommend appropriate new solutions.
Monitor and be active in the patient experience and ongoing client management.
Monitor and master CRM to aid in sales process and create efficiencies.
Monitor and measure sales performance.
Monitor and review account profitability with Account Leads periodically.
Monitor progress of staff & management.
Monitor all power costs, fuel costs, and consumption.
Monitor theft and arrears and roll out initiatives to drive them down.
Motivate employees and build effective interdisciplinary teams.
Motivate the contractors to achieve required standards.

Optimize

Optimize and standardize marketing automation processes and program templates.
Optimize equipment utilization and manufacturing productivity utilizing lean principles.
Optimize operational processes and implement improvement initiatives.
Optimize of a CRM and other sales enablement tools.

Oversee

Oversee 4-5 direct reports in accordance with Bronx Arts' policies and procedures.
Oversee and manage scheduling of meetings, make travel arrangements, purchase supplies.
Oversee and manage the resources to maximize productivity and minimize DOI.
Oversee creation and maintenance of monthly rent rolls and review monthly tenant account receivables.
Oversee daily operations and inventory level to achieve optimal operational efficiency.
Oversee daily operations for 50+ drivers and 20k+ customers.
Oversee general office and building upkeep, ensuring all spaces are well maintained.
Oversee large, often cross-functional organization-wide projects or initiatives.
Oversee performance and contract compliance.
Oversee segmentation, integrations, applications, and ensure clean data.
Oversee the analysis of data and information necessary to understand and run our global business.
Oversee the completion of all required paperwork and data entry by warehouse team.
Oversee the day to day operations of the 3PL partner.
Oversee ULC Inspections, Maintenance program and project commissioning.

Own

Own CRM user training, process enhancements, and utilization metrics.
Own driver performance management and adherence to SLAs.
Own key management metric reporting and analytics.
Own Operational Product development strategy and roadmap.
Own our CRM database, CRM tool, marketing automation tool (TBD) , and other productivity tools.

Participate in

Participate in client and vendor contracting process and reviews, onboarding / offboarding.
Participate in interview and hiring process of new associates.
Participate in the continuous improvement of security controls.
Participate in the identification and prioritization of the improvement projects.
Participate in regular business reviews and account team meetings.

Perform

Perform life cycle costing exercises.
Perform, maintain and improve on monthly production for custom and legacy solutions.
Perform other duties and responsibilities as required or requested.
Perform other duties as delegated by the Senior Manager.
Perform other related tasks as assigned by management.
Perform reconciliation as necessary.

Plan

Plan effective strategies for the financial well being of the site.
Plan, direct and budget all activities concerned with the client project.

Prepare

Prepare and lead requirement gathering workshops with our Asset Servicing clients.
Prepare and present management and financial reporting.
Prepare detailed budgets for engineering operations.
Prepare HR documents, like employment contracts and new hire guides.
Prepare annual operational budget for submission for approval.
Prepare plans and specifications for small remodeling, alteration and construction projects.
Prepare program objectives in accordance with long-range plans and mission set by management.
Prepare reports, data and presents projects to external and internal entities.

Process

Process Installation reporting and upload photos and docs to the customer's server file.
Process Management and Development.

Provide

Provide an extra set of eyes on external-facing documents and communications.
Provide evidence-based, clinically competent nursing care in a culturally sensitive manner.
Provide guidance and expertise regarding the security architecture for new initiatives.
Provide leadership for developing and directing plant initiatives.
Provide leadership on all aspects of Operational Excellence and Service Level Agreements.
Provide ongoing coaching to help the Sales population fully leverage our resources and tools.
Provide onsite leadership for projects, as needed.
Provide operational analysis and key metrics for onsite locations and programs.
Provide operational support for marketing activations and events.
Provide recommendations through data insights on improvements to activities and processes.
Provide solutions to optimize CE's work orders (WO).
Provide support for EDI messaging hub communications and EDI data transfer issues.
Provide timely feedback, coaching and direction to staff.

Recognize

Recognize opportunities for cost savings and communicates them for potential project chartering.
Recognize slow moving assets and initiate an action plan for increased activity.
Recognize the impact of systems on health care delivery.

Research

Research and determine the appropriate approach to deliver solutions where precedent may not exist.
Research, procure, & negotiate subcontractors.

Review

Review all closing documents including Statement of Adjustments.
Review and approve technical and quality related documentation. (.
Review and clearly communicate implications of these reports to senior management.
Review and provide feedback on Statements of Work (SOWs).
Review warehouse design by planning layout, product flow, and product handling systems.

Schedule

Schedule advertisement campaigns for a range of clients across digital media platforms.
Schedule and lead review meeting.
Schedules additional dumpsters as needed for special projects.

Supervise

Supervise and direct daily work flows to ensure department service levels are met.
Supervise Operations Centre office.
Supervise, direct and motivate production staff.

Support

Support hiring managers with the blind recruitment process.
Support internal and external regulatory audits / inspections and coordinate appropriate responses.
Support mill initiatives on S,Q, D, C, E..
Support new business initiatives such as.
Support program directors and producers with talent management.
Support Sales and Transactions.
Support the business strategy or driving results for overall safety, quality and performance.
Support the Chrysalis Mission and adhere to the Chrysalis Code of Ethics.
Support the Division in identifying potential sites for participation in the trial(s).
Support the improvement of operations and productivity.
Support the IP Team in developing and managing Cisco's patent portfolio.
Support the LA commercial team in any media related support like media plans, RFPs and reporting.
Support the Mall Manager in the preparation of the annual operating budget and service charge.

Track

Track important account management metrics such as retention and optimize service.
Track key performance indicators.
Track progress on clinical study milestones, invoices, payments.
Track, receive and check in vendor packages.
Track both waste and recycling volumes reporting to WPS management on a quarterly basis.

Train

Train dealership in processes and techniques for sourcing, tracking and promoting the vehicle.
Train, motivate, coach, counsel and mentor team members.
Train plant personnel regarding troubleshooting, operation and maintenance of equipment.

Understand

Understand demand profile through supply review process ensuring plan delivers budget.
Understand how losses in efficiency, consumable usage and waste affect gross margin of the project.

Update

Update L1S with all learning and services.
Update the Master Database based on returns.

Use

Use campaign targeting and metrics to provide campaign analyses in weekly MQL reports.
Use operational analytics and business data to make decisions.

Work with

Work with Operations team to ensure that campaigns are delivered on time and in budget.
Work with site team to implement value pricing practices and processes.
Work with the CRM team to define business requirements and support the sales organization.
Work with the legal department to ensure full compliance with company contract requirements.
Work with the product marketing and creative teams to create ads, templates, and landing pages.
Work with the team to identify business opportunities in terms of stock package, store layout etc..
Work with third party vendors to schedule and complete needed repairs on all equipment.

Most In-demand Hard Skills

The following list describes the most required technical skills of an Operations Manager:

MS Excel
Project Management
Management
MS Word
Customer Service
Operations
MS Powerpoint
Finance
Operations Management
Salesforce
Sales
Marketing
Microsoft Office
Supervisory
Logistics
Outlook
Manufacturing
SQL
Business Administration
Valid Driver's License
Supply Chain
Business Acumen
Accounting
Sales Operations
Analytics
Reporting
Business Operations
SAP
Tableau
CRM
Financial Management
Consulting
People Management
Marketing Operations
Agile
Hubspot
Budgeting
Safety
Google Suite
Business Management
Python
Communications
Inventory Management
Marketo
Forecasting
Business Development
Continuous Improvement
Process Improvement
Performance Management
Product Management

Most In-demand Soft Skills

The following list describes the most required soft skills of an Operations Manager:

Written and oral communication skills
Organizational capacity
Analytical ability
Problem-solving attitude
Leadership
Interpersonal skills
Attention to detail
Time-management
Flexible
Team player
Multi-task
Detail-oriented
Self-starter
Organized
Presentation
Work independently with little direction
Self-motivated
Planning
Collaborative
Creative
Negotiation
Critical thinker
Entrepreneurial mindset
Decision-making
Proactive
Adaptable to changes
Work ethic
Integrity
Results-oriented
Innovative
Management
Priority management
Listening
Teamwork
Bilingualism
Communications
Decision-making skills
Resourceful
Positive attitude
Confident
Conflict resolution
Enthusiastic
People management
Mentoring
Curious
Driven
Positive
Professional maturity
Assertive attitude
Sense of urgency