American Thermal Window Products, Inc.

Lead and manage daily business operations ensuring efficient workflow, vendor coordination, and customer satisfaction. | 7+ years operations leadership experience with strong organizational, communication, and problem-solving skills in a hands-on environment. | Position Summary The Operations Manager is responsible for leading the daily operating rhythm of the business. This role oversees operational workflow across production, purchasing, warehouse, installation, service, warranty, scheduling, and customer follow-through. The right candidate will not simply manage tasks. This person will become the operational center of gravity for the business — the leader who makes sure work gets done, people follow through, customers are communicated with, materials are ordered correctly, service issues are resolved, and ownership is no longer pulled into every routine operational issue. This is a hands-on leadership role. The ideal candidate is comfortable moving between the office, warehouse, field-related coordination, vendor follow-up, employee accountability, customer communication, and process improvement. About American Thermal Window Products American Thermal Window Products is a respected, family-owned window and door company serving the Chicagoland market. As the business continues to grow, we are seeking a hands-on Operations Manager to bring stronger structure, accountability, and execution discipline to our daily operations. This is a key leadership role for someone who can build systems, solve problems, lead people, protect the customer experience, and ensure jobs move efficiently from sale through ordering, production, installation, service, warranty, and closeout. Mission of the Role The mission of the Operations Manager is to build, lead, and enforce the daily operating system of the business so that sold jobs move accurately, efficiently, and profitably from sale through ordering, installation, service, warranty, and closeout — without requiring constant Managing Partner intervention. You May Be a Strong Fit If You • Enjoy bringing order to complexity. • Are comfortable holding people accountable in a firm, fair, and professional way. • Can solve problems before they become emergencies. • Understand the urgency of customer-facing, schedule-driven work. • Are willing to learn the window and door business deeply. • Can move easily between details, people, processes, vendors, customers, and deadlines. • Prefer ownership over excuses. • Can tell leadership the truth about what needs to change. This Role May Not Be a Fit If You • Need a highly structured corporate environment. • Prefer to wait for direction rather than take initiative. • Avoid difficult conversations or accountability. • Want an office-only role with limited operational involvement. • Struggle with competing priorities, field/service urgency, or hands-on problem solving. • Are uncomfortable working in a growing business where systems must be built, improved, and enforced Key Responsibilities Operational Leadership • Lead day-to-day operations across production, purchasing, warehouse, installation coordination, service, warranty, scheduling, and customer follow-through. • Establish clear priorities, timelines, follow-up routines, and accountability expectations. • Serve as the first point of escalation for routine operational issues before they reach the Managing Partners. • Identify workflow breakdowns and implement practical corrective action. • Help shift the business from reactive problem-solving to proactive operational discipline. Sales-to-Production Handoff • Own the process that moves completed sales into production, ordering, scheduling, and installation workflow. • Review sold jobs for completeness, accuracy, measurements, product details, customer expectations, deposits, and required documentation. • Ensure vendor orders are submitted accurately and timely. • Prevent sold jobs from stalling because of incomplete information, unclear ownership, or lack of follow-through. • Track jobs from sale through order placement, vendor confirmation, material receipt, installation readiness, completion, and closeout. Production, Scheduling, and Installation Readiness • Oversee production workflow to ensure jobs are properly reviewed, ordered, staged, scheduled, installed, and completed. • Ensure jobs are not scheduled until materials, paperwork, customer communication, and installation requirements are ready. • Coordinate scheduling priorities with customer commitments, installer availability, vendor timelines, and business needs. • Resolve production delays, missing materials, incorrect orders, damaged products, installation issues, and other operational barriers. • Ensure installers and field personnel have the information, materials, and expectations needed to complete work correctly. Purchasing, Vendors, and Inventory • Oversee purchasing processes to ensure product, parts, and materials are ordered accurately and on time. • Track vendor orders, lead times, backorders, damaged goods, replacement parts, and delivery issues. • Coordinate with vendors to resolve ordering problems, warranty matters, timeline concerns, and product issues. • Maintain warehouse organization, product staging, labeling, and inventory discipline. • Reduce preventable purchasing mistakes, duplicate orders, misplaced materials, rush orders, and job delays. Service and Warranty • Oversee the service process from intake through diagnosis, scheduling, parts ordering, completion, customer communication, and closeout. • Review warranty requests for accuracy, consistency, documentation, and appropriate billing treatment. • Ensure service requests are documented, prioritized, assigned, and resolved in a timely manner. • Track unresolved service issues and prevent requests from falling through the cracks. • Monitor repeat issues, callbacks, rework, and customer dissatisfaction. Customer Experience • Ensure customers receive professional, timely, and accurate communication throughout the job cycle. • Support resolution of customer concerns involving scheduling, installation, service, warranty, product issues, or communication breakdowns. • Identify recurring customer complaints and address the operational root causes. • Ensure commitments made to customers are documented, communicated internally, and fulfilled. • Protect the company’s reputation as a trusted family-owned window and door business. Team Leadership and Accountability • Lead, coach, train, and support employees involved in production, service, warehouse, purchasing, scheduling, and operational administration. • Clarify roles, responsibilities, handoffs, expectations, and accountability standards. • Address performance gaps directly and escalate significant concerns to the Managing Partners. • Temporarily step into operational gaps when needed to stabilize workflow while correcting the root cause. • Build a culture of ownership, teamwork, urgency, accuracy, accountability, and professional communication. Process Improvement and Operational Controls • Establish, document, implement, and enforce practical standard operating procedures. • Improve processes related to sales handoff, ordering, scheduling, installation readiness, service intake, warranty review, warehouse organization, and job closeout. • Create visibility into what is on track, what is delayed, what is at risk, and what requires escalation. • Track operational issues that affect customer satisfaction, profitability, schedule adherence, and team performance. • Recommend changes to roles, staffing, workflows, or systems as needed. Safety and Compliance • Reinforce safe work practices in warehouse, installation, service, and field-related operations. • Support regular safety meetings, safety follow-up, and OSHA-related training as directed by the company. • Identify unsafe practices, equipment concerns, jobsite issues, or training needs and escalate appropriately. • Promote a culture of safety, accountability, and compliance. Qualifications • 7+ years of experience in operations, field operations, construction, remodeling, installation, service, production, project coordination, or a related hands-on leadership role. Required. • Experience managing workflow involving customers, vendors, materials, scheduling, field personnel, service requests, and deadlines. Required. • Demonstrated ability to lead people, enforce accountability, and improve processes. Required. • Strong organizational, communication, and problem-solving skills. Required. • Ability to manage multiple active jobs, priorities, service issues, schedules, and vendor orders. Required. • Strong attention to detail and follow-through. Required. • Comfort working in a family-owned, entrepreneurial, fast-moving business environment. • Ability to exercise discretion with sensitive business, employee, customer, vendor, and management-level information. Required. • Window, door, remodeling, construction, installation, home improvement, or building products experience. Required. • OSHA/safety training preferred, or willingness to complete required training. Success in This Role Looks Like • Managing Partners are no longer the default point of contact for routine operational interruptions. • Completed sales are promptly and accurately moved into ordering, production, scheduling, and installation. • Jobs flow more smoothly from sale through completion. • Vendor orders are accurate, timely, and tracked. • Installation and service schedules are realistic, coordinated, and well-communicated. • Service and warranty issues are resolved efficiently and documented properly. • Employees understand their roles and are held accountable. • Customers receive clear communication and consistent follow-through. • Operational errors, delays, rework, callbacks, and preventable complaints decrease. • The business operates proactively rather than reactively. Pay: $95,000.00 - $110,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Paid time off • Vision insurance Application Question(s): • This role requires hands-on leadership across production, purchasing, scheduling, installation readiness, service, warranty, vendors, customers, and employee accountability. Please describe a specific time when you inherited a disorganized or reactive operation and had to create structure, improve follow-through, and hold people accountable. What was broken, what did you change, and what measurable improvement resulted? Experience: • operations, construction, install & service leadership: 7 years (Preferred) Work Location: In person