Regional Operations Manager at Stephenson Equipment, Inc.

Description

The Regional Operations Manager will lead operational excellence across Stephenson Equipment's Maryland, Virginia, and D.C. service branches. This role is focused on driving consistency, standardizing processes, and building accountability through effective implementation of company SOPs and KPIs. The Regional Operations Manager will support central leadership by translating strategic goals into actionable plans, ensuring operational standards are upheld, and empowering service teams to exceed performance expectations.

Duties include but are not limited to:

Operational Oversight

• Oversee daily operations across multiple branches, ensuring alignment with company goals, service quality standards, and profitability targets.
• Collaborate with managers to monitor technician performance, scheduling efficiency, and parts/service workflow execution.
• Collaborate with VP of Parts to manage parts inventory, customer satisfaction, and KPIs. 
• Maintain clean, organized, and safe branch locations. 

Sales and Operations Partnership

• Partner with Sales Director on strategic sales initiatives and large customer accounts
• Align operational capacity with upcoming machine deliveries and sales campaigns
• Provide performance insights on service execution to support customer retention and upselling opportunities
• Collaborate on territory planning and resource alignment based on sales growth projections and market demand

Performance Management

• Establish and track key operational metrics (e.g., labor efficiency, productivity, billable hours, rental utilization, fill rates, etc.).
• Identify underperforming areas and provide hands-on support and direction to improve outcomes.

SOP Development & Execution

• Create, document, and implement standard operating procedures (SOPs) for service, rental, and parts operations, technician processes, and administrative workflows.
• Train and audit branch teams for compliance with SOPs and adjust documentation based on feedback or business needs.
• Drive continuous improvement of workflows and best practices across branches.

Training & Development

• Lead onboarding and continuous training for branch managers, parts managers, and service managers to ensure consistency in expectations and execution.
• Foster a culture of accountability, teamwork, and high performance.

Customer Satisfaction & Quality Control

• Work with managers to ensure customer issues are resolved promptly and effectively.
• Implement quality control checkpoints to improve first-time fix rates and reduce rework.

Financial Accountability

• Monitor department budgets and work to improve margins and reduce inefficiencies.
• Provide data-driven insight and reporting to support strategic decisions.

Collaboration & Communication

• Act as a liaison between operations and central leadership, ensuring clear and timely communication of priorities, challenges, and opportunities.

Requirements

The best fit for this role will have: 

• 5+ years of leadership experience in service, operations, or dealership environments
• Proven ability to build systems, processes, and teams in a multi-location setting
• Strong knowledge of dealership KPIs operations
• High attention to detail with a bias toward structured execution and accountability
• Excellent interpersonal and communication skills
• Proficiency with dealership management systems (CDK IntelliDealer preferred) and reporting tools

The above statements reflect the general duties of the position but are not intended to be an exhaustive list of all responsibilities. Stephenson Equipment, Inc. is an Equal Opportunity Employer and values a diverse workplace. All qualified applicants are encouraged to apply.