Operations Manager

Operations Manager Job Description
Company Overview
Since 1997, Urso Builders has proudly offered custom home building and remodeling services in the greater Dane County area. Our commitment to honesty, communication, and client relationships ensures a truly satisfying custom-building experience. From new custom homes, full renovations, kitchen and bath remodeling, Urso Builders collaborates closely with clients to bring their vision to life.
Position Overview
The Operations Manager is responsible for ensuring smooth, consistent customer delivery by connecting the field and the office. This role works closely with owners to translate business priorities into day-to-day execution, strengthen operational discipline, and lead client, vendor and subcontractor relationships.
This role requires a steady, accountable leader who thrives in a growing construction environment. Someone who balances hands-on execution with system building, financial literacy, people leadership, and urgency with thoughtful decision-making.
This role will grow into having the authority to make day-to-day operational decisions in alignment with company standards, priorities, and in close partnership with owners. This role operates in a fast-moving environment that requires prioritization, adaptability, and steady execution. This role reports directly to the owners.
Core Responsibilities

Operational Leadership & Coordination
*Oversee daily operations to ensure projects progress smoothly from contract through completion
*Coordinate closely with subcontractor field leadership, project managers, and office staff to maintain alignment throughout each project.
*Support project management, scheduling, and capacity planning
*Collaborate with subcontractor field leadership to address operational challenges and uphold production standards
*Strong time management skills with the ability to prioritize tasks
*Commitment to maintain confidentiality of company, project and client information
*Ensure internal workflows support efficiency, clarity, and accountability

Client Relationship Leadership
*Own and actively manage key client relationships throughout the project lifecycle
*Serve as a leadership presence for clients, ensuring confidence, clarity, and trust
*Establish and maintain clear communication standards for clients and internal teams
*Ensure expectations, documentation, and change orders are handled consistently and professionally
*Proactively address client concerns to protect relationships and reputation
*Subcontractor & Vendor Relationships
*Build, maintain, and strengthen relationships with subcontractors and key vendors
*Support project managers in managing subcontractor performance and communication
*Ensure subcontractors understand expectations, standards, and documentation requirements
*Partner with subcontractors to support quality, scheduling, and consistency
*Contribute to a professional, respectful, and accountable subcontractor network

Team Leadership & Collaboration
*Directly manage office/admin functions, including finance, marketing and employee retention
*Influence and support project managers and subcontractor field leadership through collaboration
*Set clear expectations and support accountability
*Address performance issues constructively and promptly
*Contribute to a culture of trust, professionalism, and retention
*Marketing & Community Engagement
*Provide operational leadership for marketing and brand execution to ensure consistent messaging, timelines, and follow-through
*Oversee the development and execution of the marketing plan in alignment with company goals
*Support community relations, memberships, and local involvement aligned with brand values
*Contribute to marketing and social media content
*Ensure marketing efforts support the client experience and company reputation

Human Resources & People Operations
*Own and oversee core people operations, ensuring the right people are in the right seats
*Lead recruitment efforts, including role clarity, hiring coordination, and candidate experience
*Oversee onboarding to ensure new hires are set up for success quickly and consistently
*Support training and development aligned with company standards and growth goals
*Manage performance management processes, including expectations, feedback, and documentation
*Oversee payroll coordination and ensure accurate, timely processing in partnership with payroll administrator
*Ensure HR processes are compliant, documented, and consistently applied
*This role is responsible for HR leadership and coordination.

Systems & Process Improvement
*Use and support improvements to existing systems, including Excel, QuickBooks and CRM tools
*Collaborate with ownership and team members to refine processes over time
*Balance structure with flexibility in a growing construction environment
*Support the development and refinement of SOPs
*Reporting, KPIs & Accountability
*Own operational reporting and performance tracking
*Monitor and report on key outcomes including:
      Cash flow predictability 
      Client satisfaction
      Team retention
      Operational efficiency
      Use data to inform decisions and continuous improvement
      Success in the Role Within 90 Days
*Builds strong working relationships with clients, subcontractors, ownership, and team members
*Demonstrates growing operational understanding and confidence
*Quickly gains working familiarity with systems and workflows
*Begins contributing to operational improvements Within 12 Months
*Operates confidently and independently in the role
*Maintains strong, trust-based client and subcontractor relationships
*Ensures smooth project delivery and consistent communication
*Supports predictable cash flow and operational visibility
*Contributes to a stable, productive, and engaged team

Qualifications & Experience
*Experience in construction operations, residential building, or remodeling is preferred
*Proven ability to manage client-facing responsibilities
*Experience building and maintaining subcontractor relationships
*Financial literacy with experience reviewing reports and KPIs
*Proficiency in MS Office Word, Excel, Outlook, and CRM systems preferred.
*Basic knowledge of digital marketing, including social media, reviews, and website management.

Leadership Traits & Expectations
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Steady, hands-on leadership style
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Strong judgment and follow-through
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Clear, respectful communicator
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High integrity and accountability
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Coachable and collaborative mindset

Compensation
Competitive salary based on experience