Business Operations Manager

Primary duties

Operations & administrative management

• Lead teams by providing guidance, setting standards, and communicating expectations to achieve company goals.
• Plan, organize, direct, and control activities of business units, implementing policies, goals, objectives, and procedures in line with corporate direction.
• Oversee facilities, security, mail distribution, record management, and other office support services.
• Monitor budgets for contracts, equipment, and supplies; analyze costs and production results; prepare budget reports and financial forecasts.
• Support and implement organizational process and policy changes.
• Manage and coordinate administrative support services, including sales support and office operations.
• Ensure work is completed on time and to customer satisfaction.

Client relations & retention

• Oversee quote activity across various service types (sales, calibration, ESL testing, onsite), ensuring thorough monitoring from inception to follow-up and successful deal closure.
• Identify, track, and qualify potential business for new customer bases; help create and implement short- and long-term goals for target industry-specific accounts.
• Collaborate with corporate purchasing and sales teams to manage open orders and explore alternative options when substitutions are possible.
• Analyze performance data (e.g., bowler charts) to assess and improve retention rates for house accounts.
• Utilize customer concern logs to track and resolve customer issues, improving overall service.
• Present relevant information regarding customer activity in meetings (daily, weekly, monthly, quarterly).

Personnel management & support

• Select, develop, and evaluate personnel to ensure efficient operation of support functions.
• Supervise administrative staff and activities related to providing products and services.
• Prepare staff work schedules, prioritize and assign duties, and conduct performance appraisals.
• Oversee employee safety and ensure compliance with company safety policies; schedule and provide safety training as needed.

Qualifications

• High school diploma or GED required; additional education or experience in business operations preferred.
• 2–3 years of supervisory experience.
• Proficiency in Microsoft Office (Outlook, Word, Excel); experience with CRM, CalMapp, Sage, Bowler, New Account Dashboard, Wild, and RDB preferred.
• Experience in a calibration lab or similar technical environment desired.
• Strong leadership, interpersonal, and communication skills (verbal and written).
• Excellent organizational skills and attention to detail.
• Ability to work efficiently as part of a team in a fast-paced, changing environment.
• Strong problem-solving and judgment skills.
• Commitment to continual improvement, risk management, and safety.
• Bilingual a plus.

Work environment

Primarily office-based with occasional work outside the office. Requires extended periods of sitting, standing, typing, and computer use.

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