Operations Manager

Company OverviewPella Products of Houston is an independently owned and operated distributor of Pella Corporation windows and doors serving homeowners, trade professionals, builders, and commercial customers throughout the Houston market. Our teams support the customer experience from product selection and order fulfillment through delivery, installation, service, and ongoing support. We are committed to quality workmanship, responsive communication, safe and efficient operations, and continuous improvement. By working across Sales, Customer Service, Project Coordination, Installation, Service, Warehouse, and Delivery, we strive to earn trust, strengthen customer relationships, and deliver exceptional experience consistent with our Vision and C.O.U.R.A.G.E. values.Vision and C.O.U.R.A.G.E. ValuesOur Vision: To be Houston's most trusted window and door partner, delivering exceptional experiences rooted in integrity and C.O.U.R.A.G.ECaring: Showing genuine concern for customers, teammates, and our community.Ownership: Taking responsibility for our actions, decisions, and results.Unity: Working together with trust, collaboration, and a team-first mindset.Respect: Valuing each person's time, effort, and perspective.Accountability: Doing what we say and holding ourselves to high standards.Growth: Continually learning, improving, and evolving as individuals and as a team.Excellence: Going beyond expectations in the quality of our work and service.Position Summary:The Operations Manager is an exempt leadership position responsible for overseeing the day-to-day operations of Pella Products of Houston, including Installation, Service, Warehouse, Delivery, Project Coordination, and related operational support functions. The position provides leadership, direction, and accountability for operational performance, order fulfillment, customer experience, inventory management, employee development, safety, and continuous improvement.Reporting to the Senior Sales Manager, the Operations Manager works cross-functionally with Sales, Customer Service, Human Resources, Finance, and Executive Leadership to align operational capabilities with company growth, profitability, customer satisfaction, and Pella Products of Houston's Vision and C.O.U.R.A.G.E. values.Essential Duties and ResponsibilitiesLeadership and Team Development· Recruit, hire, onboard, train, coach, and develop operational personnel and assigned leaders.· Establish clear performance expectations, conduct regular coaching discussions and performance evaluations, and hold team members accountable for results.· Ensure operational teams are appropriately staffed and cross-trained to meet current and anticipated business needs.· Provide timely, factual feedback; recognize strong performance; and address performance concerns in partnership with Human Resources.· Promote a culture of Caring, Ownership, Unity, Respect, Accountability, Growth, and Excellence.Operational Leadership and Order Fullfillment· Lead daily activities across Installation, Service, Warehouse, Delivery, Project Coordination, and related operational support functions.· Ensure customer expectations regarding order fulfillment, installation, delivery, and service are communicated and consistently addressed.· Maintain accountability for operational execution from order release through project completion and post-installation service.· Develop and communicate operational goals, priorities, procedures, and performance standards.· Ensure effective use of staffing, inventory, equipment, facilities, and other company resources.· Respond to or delegate escalated operational and customer concerns and ensure timely resolution.Operational Excellence and Continuous Improvement· Lead continuous improvement initiatives that improve quality, service, productivity, cycle time, and profitability.· Develop, monitor, and analyze operational measures and dashboards to identify trends, performance gaps, and opportunities.· Create, implement, and maintain scalable policies, procedures, standard work, and controls that support consistent execution.· Identify root causes of recurring issues and coordinate corrective actions across affected departments.· Champion change, innovation, and disciplined follow-through throughout the operational organization.Inventory, Warehouse, Delivery, and Facilities· Oversee inventory control, receiving, warehousing, staging, product handling, and delivery operations.· Maintain inventory accuracy through effective controls, cycle counts, and periodic physical inventory processes.· Reduce product damage, material waste, shortages, and fulfillment delays through preventive controls and process improvements.· Ensure warehouse and delivery operations remain safe, organized, efficient, and prepared to support installation and service demand.· Review facility utilization and operational capacity and recommend improvements that support business growth.· Oversee company vehicle and fleet safety responsibilities when assigned, including applicable maintenance and compliance requirements.Financial and Business Performance· Participate in operational budgeting, expense management, capital planning, forecasting, and resource allocation.· Monitor labor utilization, productivity, operating expenses, cost trends, and departmental performance.· Review operational and financial reports and recommend actions that improve efficiency, service, and profitability.· Assist with vendor relationships, purchasing decisions, and operational agreements within assigned authority.· Support strategic planning and growth initiatives by evaluating operational capacity, risks, and resource needs.Safety and Compliance· Serve as a visible leader and sponsor of the company safety program.· Ensure compliance with company safety policies, OSHA requirements, and other applicable operational regulations.· Participate in safety meetings, inspections, audits, training, incident reviews, and corrective action planning.· Review safety data and trends and implement preventive measures to reduce workplace risk.· Ensure operating practices comply with company policies, approved procedures, and internal controls.Systems, Reporting, and Product Knowledge· Develop a strong working knowledge of Pella products, applications, installation requirements, and order fulfillment processes.· Promote accurate, timely, and consistent use of Pella systems, Salesforce, Microsoft 365, and other assigned business platforms.· Maintain the integrity of operational data and ensure required reports and records are complete and available to leadership.· Evaluate system capabilities and recommend improvements that strengthen workflows, visibility, and accountability.· Provide or coordinate training on operational systems, processes, and reporting expectations.Cross-Functional Collaboration· Partner with Sales, Customer Service, Human Resources, Finance, and Executive Leadership to resolve process, staffing, training, and customer issues.· Create proactive communication and effective handoffs between departments.· Participate in leadership meetings, business planning, training, and company initiatives.· Communicate operational objectives, performance, risks, and recommendations clearly to stakeholders.· Model professionalism, sound judgment, and calm problem-solving during periods of pressure or operational disruption.Performance Expectations· Customer satisfaction and the timely resolution of escalated operational issues.· Order fulfillment, installation, delivery, and service performance.· Operational productivity, cycle time, quality, and continuous improvement results.· Inventory accuracy, product handling, warehouse organization, and fulfillment readiness.· Safety performance, regulatory compliance, and corrective action follow-through.· Employee engagement, development, attendance, accountability, and retention.· Budget management, cost control, resource utilization, and profitability support.· Accurate operational reporting and achievement of departmental and company objectives.Preferred Qualifications· Five or more years of experience in the windows and doors industry is strongly preferred; equivalent experience in building products, construction, distribution, or home improvement industries may be considered.· Experience overseeing installation, service, warehouse, delivery, project coordination, or order fulfillment operations.· Experience with CRM, ERP, inventory management, and business intelligence or reporting systems.· Experience with safety programs, fleet operations, facility planning, vendor management, or capital budgeting.Knowledge, Skills, and Abilities· Ability to lead, coach, develop, and hold teams accountable while maintaining trust and respect.· Ability to interpret operational and financial reports and translate data into practical actions.· Strong judgment, conflict resolution, and decision-making skills.· Ability to create and implement policies, procedures, performance measures, and standard work.· Ability to manage competing priorities and maintain professionalism in a fast-paced environment.· Clear written and verbal communication skills and the ability to present information to employees and leadership.· Customer-focused approach with strong attention to detail, follow-through, and continuous improvement.