Job Type Full-timeDescriptionCompany Overview:ARCXIS, headquartered in Houston, Texas, is the nation's leading engineering and inspections firm, impacting 1 in every 7 new homes and operating across more than 28 states. ARCXIS is committed to innovation, helping to build better-quality homes faster, at a lower cost, and with reduced risk. Formed by combining expertise from brands such as DPIS Builder Services, Ei Companies, and Post-Tension Solutions, ARCXIS offers national reach with a local touch. ARCXIS also includes ABCO Construction Services, LLC, United Structural Consultants, and iPermit in its portfolio, expanding its capabilities into the multi-family, multi-use, commercial, and pre-existing residential sectors. ARCXIS is majority-owned by Saw Mill Capital, LLC. Learn more at www.arcxis.com .Position Overview:The Director of Operations Support plays a pivotal role in ensuring operational excellence by overseeing the day-to-day functions of the CSS team and Builder Integration team, ensuring seamless communication with builders, and collaborating across various departments such as Sales, Operations, Energy, and Accounting. This position is vital in maintaining ARCXIS's commitment to delivering high-quality services that align with both builder expectations and company standards.Key Responsibilities:1. CSS and BIG Oversight:
- Manage the daily operations of the CSS team, ensuring smooth customer interface and scheduling.
- Oversee the Builder Integration (BIG) team to ensure efficient integration of builder requirements into ARCXIS's operational practices.
2. Builder Communication and Engagement:
- Attend in-person and video meetings with builders to ensure service delivery meets builder and ARCXIS standards.
- Serve as the point of contact for builders, addressing concerns, troubleshooting issues, and maintaining long-standing relationships.
3. Sales Support:
- Collaborate with Sales by reviewing information and pulling reports in preparation for client meetings.
- Attend pre-onboarding meetings to assess builder requests and how they fit into ARCXIS's systems.
- Attend meetings with newly onboarded builders to introduce key contacts and discuss communication options.
- Assist Sales in resolving builder-related issues, particularly for established clients.
4. Operations Support:
- Attend and help facilitate market meetings to reinforce protocols and present procedural updates.
- Act as a backup for the Ops Manager during their absence.
- Monitor safety and health concerns of inspectors and provide support to area managers and inspectors when needed.
5. Energy Department Liaison:
- Review reports to determine whether additional inspections or data collection is necessary to meet program qualifications.
- Serve as a liaison between the field and the Energy team to meet targets and standards.
6. Accounting Collaboration:
- Minimize missing PO queues and work with the receivables team to resolve builder disputes.
- Advocate for streamlined practices that minimize workarounds for the accounting team in relation to builder accounts.
7. Builder-Related Tasks:
- Set up builder accounts for report access and portal usage.
- Retrieve documents requested by builders.
- Review NRI quality photos to determine the next steps for inspectors.
- Field complaints regarding inspectors or procedures and ensure resolution.
8. General Responsibilities:
- Take on additional tasks that support relationships with builders, field staff, and upper management.
- Continuously drive improvements to operational processes that enhance service delivery and client satisfaction.
RequirementsQualifications:
- Education: Bachelor's degree in Business, Operations Management, or a related field.
- Experience: 4+ years of experience in the homebuilding, construction, or inspections industry preferred.
- Strong understanding of operational support, customer service, scheduling, and queue management.
- Proven ability to manage cross-functional teams and collaborate with various departments (Sales, Energy, Ops, Accounting).
- Excellent communication and interpersonal skills, with a focus on relationship-building.
Skills & Competencies:
- Exceptional organizational and problem-solving skills.
- Ability to thrive in a fast-paced environment with changing priorities.
- Strong leadership and team management experience.
- Familiarity with industry-related software and tools.
Reports To:
- Direct: President of the Region
- Dotted Line: VP of Operations
Direct Reports:
- Builder Integration Manager (BIG)
- Customer Support and Scheduling (CSS) Manager, including Scheduling and Administration teams
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance