Operations Supervisor, Urban Alarm in Falls Church, Virginia at Kastle Systems

Operations Supervisor, Install &PM

Supervises the day-to-day operations of the Installation and Project Management function, ensuring personnel, projects, schedules, and resources are effectively coordinated to meet operational, customer, and business objectives.

Main Responsibilities

Team Leadership

• Supervise and provide day-to-day direction to Operations Coordinators and/or other assigned operational personnel.
• Establish priorities and allocate work based on business needs, workload, deadlines, and available resources.
• Provide coaching, feedback, and performance guidance to team members.
• Conduct regular check-ins and address performance, attendance, productivity, and conduct issues.
• Support hiring, onboarding, training, and development of department employees.
• Identify training needs and develop team capabilities.
• Recognize strong performance and address performance concerns in partnership with HR and department leadership.

Operational Management

• Oversee daily installation and project-management workflows to ensure work is completed accurately, efficiently, and on schedule.
• Monitor workload, staffing levels, project volume, and resource requirements.
• Ensure appropriate coordination between Project Managers, installers, customers, vendors, and internal departments.
• Resolve operational issues and escalate complex matters when appropriate.
• Monitor project and installation schedules and intervene when deadlines, milestones, or customer commitments are at risk.
• Establish and maintain standard operating procedures and ensure consistent adherence.
• Identify process inefficiencies and implement improvements that increase productivity, quality, and customer satisfaction.

Performance & Accountability

• Establish and monitor operational performance metrics and KPIs.
• Review team productivity, project status, backlog, completion rates, and service levels.
• Analyze operational trends and identify opportunities for improvement.
• Provide regular reporting and updates to Operations/Department leadership.
• Hold team members accountable for meeting established performance and quality expectations.
• Ensure accurate and timely completion of operational documentation and system updates.

Installation & Project Support

• Provide operational oversight for installation projects from scheduling through completion.
• Coordinate resources, materials, equipment, access requirements, and other project dependencies.
• Partner with Project Managers to address scheduling, resource, customer, and execution challenges.
• Assist with escalated customer issues and ensure timely resolution.
• Coordinate with vendors and field personnel to resolve operational issues.
• Ensure completed work is properly documented and closed out.

Cross-Functional Partnership

• Partner with Sales, Service, Finance, HR, Procurement, and other departments to resolve operational issues and improve processes.
• Communicate operational priorities, risks, and business impacts to leadership.
• Participate in department planning and strategic initiatives.
• Support organizational changes, new systems, and process implementations.

Level of accountability:
Owns people leadership, daily operational performance, workflow execution, issue resolution, and team-level results.

Experience and education

Knowledge of the field's policies, procedures, and practices. Leads and directs the work of other employees. Level I supervisors typically have little authority for personnel decisions related to hiring, performance, or disciplinary actions, and much of the incumbent's time is spent completing the same tasks as the subordinate employees. Typically requires a high school diploma and 2 or more years of experience.