Position Purpose:

The Truss Manager oversees a core service function within the department. They are responsible for managing a team of associates whose function is to resolve customer issues, which are typically complex in scope. This individual is accountable for driving team productivity while providing pro-active customer service and dispute resolution. Holds key responsibility for driving continuous improvement of processes and results. Partners with team leaders to identify and resolve business issues that create barriers to sales.

Key Responsibilities:

• 100% Manages core function by working with team to drive resolution of customer service opportunities.

• Drives continuous improvement of processes and productivity.

• Establishes measurement systems and accountability of team members.

• Coaches and develops associates.

• Ensures that staff receives the necessary resources and training to deliver effective services.

• Selects, develops, and motivates assigned staff.

• Considers new approaches within general policies and short-term goals when solving problems.

• Expected to provide infrequent status reports to management only as appropriate.

Direct Manager/Direct Reports:

• Position reports to Sr. Manager

• Number of direct reports - 8

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Bachelor's Degree preferred

• Store manager or assistant store manager experience.

• Requires highly developed interpersonal skills for dealing with sensitive or controversial situations.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 5

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Leadership skills including the ability to motivate, train, and develop associates.

• Develop and act upon strategy.

• Understanding of process improvement, root cause, key performance indicators.

• Strong listening and communication skills.

• Positive attitude.

• Professional attitude and appearance regardless of circumstance.

• Analytical, strategic, and constructively critical; proven ability to develop comprehensive solutions to complex problems.

• PC Software skills including Excel, Word.

• Ability to effectively interact with employees at all levels of the organization.