Operations Associate Manager

Company Overview

Construction Resources (a Home Depot Company) delivers turnkey residential solutions across multiple states, specializing in countertops, surfaces, and integrated installation services. Our Surfaces Division manages every step from fabrication through final installation, servicing builders, remodelers, designers, and homeowners.

Position Overview

The Operations Associate Manager is responsible for overseeing day-to-day operational execution across Sales Support, Scheduling, Dispatch, Installation Coordination, and Customer Service functions within the Surfaces Fabrication Division.

This role serves as a critical operational bridge between Sales, Fabrication, Purchasing, Logistics, Installation, Quality Control, and Customers to ensure every project moves efficiently from order entry through final installation and service resolution.

The Operations Associate Manager drives operational accuracy, scheduling efficiency, communication, customer satisfaction, and workflow accountability while supporting a high-performance culture focused on speed, quality, and continuous improvement.

This position reports to the Director of Sales & Customer Experience and/or Operational Leadership within the Surfaces Division.

This leader owns the full operation lifecycle of a project and project documentation — from order entry, job-ready release to installation final sign-off.

Key Responsibilities

Sales Support & Order Management

Manage day-to-day operations of the Sales Order Entry Team, Scheduling & Installation teams.

Oversee sales order/ticket review processes to ensure all job information is complete and accurate prior to release to production.

Confirm orders meet billing and deposit requirements prior to scheduling or fabrication release.

Coordinate with Purchasing/Production teams to ensure released orders are production-ready.

Ensure all documentation is complete for orders, warranty, service tickets, and credit memos.

Maintain organized order tracking, open-order management, and workflow visibility.

Scheduling, Dispatch & Workflow Coordination

Oversee daily, weekly, and long-range scheduling of countertop installs, service calls, repairs, rework, and remeasures.

Coordinate installer dispatching and routing to maximize efficiency, productivity, & customer satisfaction.

Manage scheduling capacity across installer crews while balancing geography, complexity, lead times, and production output.

Maintain alignment between fabrication schedules and installation timelines.

Proactively communicate delays, holds, material concerns, and scheduling changes to internal teams and customers.

Operational Execution & Customer Experience

Ensure every job leaving the shop is installation-ready, including slabs, sinks, hardware, paperwork, and install notes.

Partner closely with Fabrication, Templating, Sales, Logistics, and Service teams to maintain smooth operational flow.

Support service recovery efforts and customer issue resolution with urgency and professionalism.

Answer escalated customer and internal inquiries while maintaining high service standards.

Monitor workflow execution to ensure jobs are completed accurately, efficiently, and on schedule.

Team Leadership & Development

Supervise and support Sales Order Entry, Billing, Scheduling, and Operational Coordination team members.

Provide coaching, accountability, training, and performance development for team members.

Foster a culture of communication, urgency, accuracy, teamwork, & continuous improvement.

Assist with hiring, onboarding, and ongoing training initiatives.

Reporting & Process Improvement

Track and report operational KPIs including:

Install on-time percentage

Order Accuracy

Service and repair volume

Cycle times (template to install)

Daily/weekly job throughput

Installer productivity

Identify process improvement opportunities to reduce errors, improve communication, shorten lead times, and enhance customer experience.

Implementation of best operational practices, systems improvements, & workflows.

Required Qualifications & Skills

Associate’s or Bachelor’s degree preferred, or equivalent operational leadership experience.

5+ years of experience in sales support, scheduling, fabrication operations, customer service, installation coordination, or related operational roles.

Strong understanding of the surfaces fabrication and installation lifecycle.

Proven ability to manage multiple priorities in a fast-paced operational environment.

Strong leadership, communication, and organizational skills.

Proficiency in ERP systems, Microsoft Office, scheduling software, and operational reporting tools.

Ability to lead cross-functional communication between sales, production, logistics, and field operations teams.

Strong problem-solving skills with customer-focused decision-making abilities.

Experience in construction, building materials, manufacturing, or distribution industries preferred.

Preferred Qualifications

Experience in a multi-location or high-volume countertop or millwork operation.

Knowledge of stone, quartz, solid surface, and specialty materials installation requirements.

Experience collaborating with builders, designers, remodelers, and homeowner clients.

Track record of reducing remakes, improving install quality, and increasing on-time performance.

Core Competencies

Operational Leadership

Customer Experience Focus

Scheduling & Workflow Coordination

Process Improvement

Communication & Collaboration

Team Development

Accountability & Execution

Analytical & Organizational Skills

Supervisory Responsibility

This position has supervisory responsibility over Sales Order Entry, Billing/Invoicing Scheduling, and Operational Coordination functions within the Surfaces Division.

Leadership & Reporting Structure

Reports to: Surfaces Operations Manager

Direct Reports:

Installation Manager

Scheduling Team

Sales Order Entry Team

Surfaces Billing/Invoicing

Indirect oversight of all installers, service techs, and dispatchers.

What We Offer

Competitive compensation and leadership growth opportunities.

Influence over the full job-delivery lifecycle in a flagship division.

Collaborative environment (fabrication, sales, logistics, quality, showrooms).

Ability to shape the future of CR’s Surfaces field execution model.

BENEFITS Medical Dental Vision Employer Paid Basic Employee Life and AD&D Insurance Employer Paid Long Term Disability Flexible Spending Accounts Voluntary Short-Term Disability Voluntary Life and AD&D Insurance Voluntary Accident Insurance Voluntary Critical Illness Insurance

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 speak or hear. The employee is frequently required to sit for extended periods of time, stand, walk, climb stairs, use hands to finger, handle or feel, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

POSITION TYPE/EXPECTED HOURS OF WORK This is a full-time position that requires overtime as business needs dictate.

OTHER DUTIES Please note: this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

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This data will be used solely for recruitment and hiring purposes in accordance with our privacy policy and applicable data protection regulations. Your information will be stored securely and will not be shared with third parties without your consent.

By submitting your application, you agree to the collection and processing of your personal data for the purposes stated above. You may withdraw your consent at any time by contacting us at recruitment@crhomeusa.com.