Group Director - Service Operations

Location:

King Of Prussia, PA, US

Company: AmeriGas Propane, Inc.

Remote Options:

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premiere propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Posting

Job Summary (Purpose):

The Group Director Service Operations is responsible for all aspects of retail Service (including ACE) which includes oversight and direction for all Service activities. They develop and manage Service strategies, and Service processes with a focus on staffing strategies, scheduling, and home/commercial service strategies. Specifically, they are responsible for all aspects of short and long term strategic planning for the Company’s service operations including identifying and incorporating the latest software and technology for the management of our home/commercial service. Oversees the development and implementation of strategies, including but not limited to: scheduling and routing technology/systems, performance metrics; service planning and output; organizational development, and workforce planning.

The focus is on developing service operating procedures, tools, enhancing service efficiency and customer service, and enhancing the productivity of all field resources (asset/people) while maintaining a strong focus on operational safety. They oversee IT service systems. The primary responsibility of this position is to lead the overall service process with an emphasis on operational efficiency (asset/driver productivity), improved customer service, and cost reduction/control.

Duties and Responsibilities:

Develop the service philosophy, strategy and standards and partner with various groups including Field Operations, Supply & Logistics, etc. to implement the strategy
Develop and implement a reliable service management strategy
Develop and implement a Service Resource Planning (SRP) process focused on service assets productivity improvements
Own and develop our future strategy for technology deployment
Identify and implement key alert/messaging functionality to customers that provide service estimates, scheduling updates, and self-service updates
Develop best in class service processes/plans in conjunction with the field operations
Enhance the service technician development programs and implement monitoring metrics to identify poor performance
Establish service operational metrics and reliability measurements and take a leadership role in the continuous improvement.
Responsible for driving continuous cost and productivity improvements and for ensuring the best return on capital.

Knowledge, Skills and Abilities:

Proven track record of partnership relationship development and significant cost reduction and efficiency improvement results
Extensive knowledge of service management practices.
Experience in service scheduling, routing and dispatch techniques and systems
Experience leveraging technology to transform service operations
Demonstrated success in home/commercial service operations
Strong strategic focus – vision and results oriented
Strong project management and process skills
Outgoing personality with strong interpersonal skills
Demonstrated business/financial acumen
Strong communication skills
Demonstrated leadership qualities, able to motivate and develop people

Education and Experience:

Bachelor's degree in business related major required
Advanced degree a plus
10 to 15 years’ experience in business organizations with a minimum of 5 + years in a leadership role managing distributed service operations

AmeriGas is an Equal Opportunity and Affirmative Action Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.