Operations Manager - Auto Glass Replacement

The Service Delivery Manager champions a safety-first culture, ensuring every employee follows established safety protocols, glass-handling procedures, and warehouse operational standards. This includes proactive safety leadership, continuous skills development, and strict adherence to all compliance requirements to create a workplace where employees can perform at their best without risk.

A core responsibility of the role is to manage the warehouse from a Prime Cost performance perspective, with a strong focus on labor efficiency, productivity, and operational excellence. This includes optimizing labor deployment, maintaining high-quality glass-handling competencies, and ensuring the physical warehouse layout—including bin locations, inventory flow, and staging processes—is designed for maximum efficiency and minimal waste.

The Service Delivery Manager is also accountable for driving flawless execution of our 48 Critical Success Processes, ensuring that all critical daily, weekly, and monthly operational routines are completed consistently and to standard. This discipline is essential to sustaining reliable service, predictable performance, and continuous improvement across the operation.

• Re-enforce a safety-first mindset and ensure regulatory compliance. Drive initiatives and a culture that delivers service quality, Employee engagement, Sales, and Managing Operation profit.
• Continuously engage with customers to understand the needs of the Customer and develop and execute the value proposition.
• Manage to meet or exceed Service Center service targets by optimizing efficiency to manage costs.
• Ensure complete adherence to organization process including, but not limited to:
  • Receiving deliveries from the Distribution Centers or directly from manufacturing sites
  • Stocking Deliveries
  • Pulling / Processing customer orders for pickup
  • Pulling / Processing customer orders for delivery
  • Ensuring on time route departures
  • Processing customer returns
  • Cycle inventory counting.
• Focus on the retention and development of Employees.
• Maintain staffing requirements, hire, and train new staff in line with the annually approved operating plan or agreed exceptions to this plan.
• Monitor staff performance, oversee employee goal and objective setting. Conduct mid-year and year end performance reviews. Assist staff in overcoming obstacles to accomplish work objectives.
• Ensure current business processes are delivered in line with the Japan Sarbanes Oxley (“JSOX”).
• Ensure inventory is managed in line with Business and JSOX procedures and guidelines.
• Participate in regular performance reviews and be prepared to provide variance analysis.
• Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles.
• Other duties as assigned by Manager.  

• Responsible for oversight of the Service Center location(s).
• Regular interactions with market / region / Senior Leadership Team to ensure Safety, Service , Quality, and Costs are in line with market expectations.
• Demonstrate control and accuracy with all aspects of inventory and asset management.

• Excellent Communicator
  • Clarity: Conveys information in a direct, simple, and easy‑to‑understand manner.
  • Active Listening: Fully listens, seeks to understand, and responds thoughtfully.
  • Audience Awareness: Messages to the needs, knowledge, and context of the team.
  • Conciseness: Communicates the essential points without unnecessary detail.
  • Empathy: Demonstrates understanding of others’ perspectives and emotions.
  • Confidence: Speaks with assurance while remaining open to input.
  • Consistency: Delivers aligned messages across channels and avoids mixed signals.
  • Responsiveness: Provides timely follow-up, feedback, and clarification.
  • Nonverbal Awareness: Uses tone, body language, and pacing effectively.
  • Constructive Feedback: Delivers coaching / corrective messaging respectfully.
  • Questioning Skills: Asks the right questions to uncover issues, clarify meaning.
  • Conflict Management: Navigates tough conversations calmly and productively.
• Influential – simply conveys information and ideas to others, builds report and makes a positive and credible impact.
• Passion for Excellence – takes personal responsibility and ownership for achieving results and objectives.
• Innovation and Change – open to change and actively interested in new developments, technology, and emerging market trends.

• Extensive Distribution/Logistics experience and knowledge.
• Strong leadership, interpersonal, verbal, and written communication skills required.
• Strong focus on Customer service while meeting Operational objectives.
• Proficiency in the English language (verbal and written)
• Proactive, innovative problem-solving skills.
• High energy, self-starting individual with ability to balance multiple priorities simultaneously.
• BS/BA degree and 5+ years supervisory experience or 10+ years’ without degree
• Demonstrated Leadership skillset in a distribution/service environment with a diverse team.
• Demonstrated ability to develop a cohesive team of personnel with a focus on personnel development and performance improvement.
• Demonstrated ability to manage local and remote personnel.
• Strong project management and organizational skills.
• Strong facility safety awareness and management.
• Strong knowledge of MHE safety and operation.

• Must Have valid driver’s license.
• Must have and maintain acceptable MVR (Motor vehicle report) as defined by safety requirements.

• Physical & Schedule Requirements

  • Ability to work up to 12-hour shifts, including nights, weekends, and holidays
  • Prolonged standing, walking, climbing, crouching, and kneeling
  • Frequent lifting up to 20 lbs; occasional lifting over 50 lbs
  • Daily exposure to warehouse environment (noise, dust, temperature variation)
  • Required PPE: safety glasses, hi-vis clothing, etc.

• • Distribution industry experience.
  • SAP or similar experience