Area Manager

Statement of the Position:

 The Area Manager (AM) of Field Operations manages and leads all activities related to multi-NSM locations, typically exceeding 3 or more branches.   The Area Manager ensures execution of key branch activities/initiatives, influences quality, drives exceptional customer care, and builds the employment culture.  Serves employees within the location(s) by creating and maintaining safe, efficient, and productive operation. The Area Manager has direct oversight of their respective branches financially and operationally, including responsibility for results in terms of productivity, methods of work, profit and loss and employee retention.

 

Company Description:

 At all levels, working at National Seating & Mobility provides the opportunity to directly impact our client’s lives by giving them self-reliance and independence. Our teams are comprised of passionate individuals, dedicated to providing the best care to each client. We focus on abilities by leveraging technology and creating mobility solutions that are as unique as our client’s needs.

 Working at National Seating & Mobility is an opportunity to build a meaningful career, while leaving a lasting impact on the lives of those we serve. Located across the United States and Canada, we strive for diversity and offer an array of benefits including 401k, company paid Long Term Disability, and tuition reimbursement.

 

Duties and Responsibilities / Essential Functions:

 

• Understands NSMs Vision, Mission, and Values.  Embodies the values of Honor, Excellence, Accountability, Respect, Teamwork, and Service.  Sets the example as a leader in the organization.

• Full oversight and responsibility for all branches revenue (under their span of control), transaction cycle time, product margins, inventory management, expense control, and EBITDA performance.  Reviews Profit and Loss Statements (P&Ls) and creates/executes actions for improvement in partnership with each location and the Region Area Director.

• Understands all Key Performance Indicators (KPIs) for branches under their span of control.  Reports appropriate metrics to Division Vice President, Regional Area Director, and all branch team members.  Utilizes the Branch Operations Dashboard to communicate performance, explaining areas of strength and identifying areas of opportunity.  Leads action plans to improve metrics that are under-performing to standards, but also recognizes and celebrates strong results with the broader team.
• Provides leadership in growth programs in all the marketplaces under area of responsibility.  Knows all those markets related to competition.  Serves as primary contact (in partnership with the sales team) to all Referral Sources and conducts Quarterly Business Reviews with key partners.  Addresses relationship or performance standards that are not meeting/exceeding client standards.
• Oversees and assists sales teams, including ATP, RTS and Home Access roles to drive growth in the markets of responsibility.  Assists sales team members by educating them on the market, knowing where growth opportunities may exist. Seeks new referral sources and builds relationships as a business development method.
• Manages inventories for all branches in span of control, to ensure sales and rental inventories are managed in a cost-effective manner.  Ensures quality inventory counts, protects inventory from theft, and is diligent in ensuring inventory transfers are documented.
• Owns the client’s experience in the branches of responsibility.  Always strives to identify improvements for customer experience through Press Ganey results, client feedback, and referral source feedback.  Conducts the Client Care Management Checklist on a daily/weekly/monthly basis, for all branches as required. (Reviewing the CSR queue, not scheduled deliveries, receiving product management, etc.) Responsible for managing and developing customer service specialists, technicians, and other team members across branches, to ensure compliance with all company standards.
• Creates a positive working environment for all team members for branches under span of control.  Actively leads, develops, and communicates to all branch members, ensuring each team member is supported and has the potential to be successful in their role.  Understands staffing requirements for the branch and ensures open positions are filled in a timely manner.
• Leads activities in selection and hiring, actively participating in local recruitment to assist Human Resources.  Selects quality talent and ensures execution of the onboarding program of new hires.  Conducts or ensures completion of a 60-day review for each new hire, to provide feedback or address areas of concern.
• Ensures development of all team members.  Ensures that assigned training (including compliance required training and competencies) is completed by required due dates.  Leads  ongoing development activities for all employees, utilizing NSM University training, supplier training, and other relevant training provided by the company.
• Provides ongoing feedback for all team members.  Facilitates Performance Management Processes (annual reviews, documented feedback, PIPs, etc.) for the branches, in partnership with Human Resources.  Addresses performance issues in a timely manner.
• Owns the work culture in the branches under span of control.  Reviews and creates action plans related to branch culture survey results.  Develops retention programs through listening sessions, weekly communications (weekly branch meetings), one-on-one meetings, daily coaching, etc.  Creates a supportive environment where all employee talents can be maximized and celebrated.  Leads by example in embracing diversity, inclusion, and belonging.  Drives an active local recognition program to highlight performance and key contributions.
• Conducts Branch Assessment Tool on a quarterly basis, in all branches under span of control.  Takes actions on findings, addressing quality or gaps in performance.
• Drives client orders efficiently in the branches.  Takes ownership for quality orders getting being entered and approved in a timely basis.  Reviews Missing Information Reports, to ensure quality submissions.  Provides feedback and trains team members who lack quality or timeliness on new order elements, whether it be new product or repairs.
• Ensures that all employees are trained on the technology elements related to their role, to include Mobility Advisor.  Serves as the local subject matter expert on branch related technologies.
• Accountable for organizational activities and operations being carried out in compliance with company policies and procedures, applicable federal, state, and local laws, as well as Joint Commission standards.
• Collaborates with Human Resources to resolve employee concerns and issues. Addresses and resolves client concerns at the branch level.
• Assures proper maintenance and care of facilities, vehicles, and property.  Ensures a safe working environment by following all safety protocols.

 

Work Environment:

 

 This leadership role requires business travel between branches of responsibility, as assigned by the Region Area Director.  This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is regularly required to sit; use hands 

repetitively to operate standard office equipment. The employee is frequently required to reach with hands and arms.

 

Required Education, Experience, & Competencies:

 

• Bachelor’s Degree or equivalent work experience
• Minimum of ­­­8 years in a of progressive management experience, overseeing a complex business with aggregate financial and operational responsibility.
• Proven track record of modeling excellent leadership skills.  Exemplifies a servant leadership mentality.
• Ability to communicate (both verbal and written) effectively with leadership, clients, referral sources, and support staff.