Digital Print Production General Manager at Staples in Pleasanton, CA

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Position Summary
The General Manager Production Center is accountable for meeting and exceeding sales & margin budgets with the support of a dedicated outside sales force and the retail CPC leadership team. The GM’s primary responsibility is to manage the execution of the production and quality control process, target P&L opportunities and execute profit and process improvement plans. The Production Center GM ensures that the team is meeting and exceeding customer service standards for contract and commercial and retail customers

Primary Responsibilities:
Partner with sales team, retail CPC leadership team, operations team and Home Office to implement programs to improve sales and margin performance
Partner with the home office and sales team and retail CPC leadership team to serve as product & service expert to build and develop business opportunities using knowledge of the industry, leadership experience, and tools and resources available (e.g., CSF Model)
Observe and coach operations team on their execution of The Production Center Workflow & Quality Assurance Process
Implement plans to ensure all orders are done right the first time while exceeding customer expectations. Measure and report on done right/on time performance to develop and implement process improvement plans
Model The Production Center Workflow & Quality Assurance Process, through involvement in the production process and follow-up on execution by the operations team
Partner with the sales team to conduct facility workflow and QA tours with high level customer contacts, as well as, to report on production center performance at business reviews.
Responsible to work with sales team on problem resolution to maintain highest levels of customer satisfaction
Schedule and lead regularly team meetings:
Discuss sales goals and develop, implement, and follow up on plans to increase sales/customer service levels.
Review team responsibilities to ensure they are being done on time and to standard.
Identify and discuss coaching opportunities
Walk the production center floor and audit workflow compliance
Participate in the sales process by attending sales calls and working with the retail RSSM team as requested and serving as industry expert and by conducting facility/workflow tours of the facility
Serve as the liaison between the sales team, the field CPC leadership team and the home office
Execute and provide immediate feedback on all current and future production center programs
Evaluate and provide feedback on the customer satisfaction follow-up calls and make calls to high volume or challenging customers
Communicate with external vendors to ensure training is occurring and orders are done right the first time
Produce and finish orders on time while maximizing the machines productivity
Properly use and care for all equipment in compliance with operating instructions; ensure machine and equipment maintenance is occurring in a timely manner to maximize efficiencies
Ensure all policies and procedures are being followed 100% of the time
Ensure CPC is clean and organized, and safety precautions are followed
Ensure that all required processes and procedures are being executed on time
Review click reports to evaluate if store is maximizing store efficiencies
Ensure effective scheduling of labor and payroll to achieve budget
Develop and implement sales/margin and customer service related programs and/or initiatives
Analyze and use production center P&L, scorecard, and trend reports to grow and maximize sales and margin
Meet with home office and sales manager to set plan to improve P&L.
Analyze and manage P&L’s, scorecards, and trend reports to grow and maximize sales & margin in specified area
Meet with the operations ,sales team and retail CPC leadership team to set sales goals and implement plans to increase sales and customer service levels
Facilitate discussions with the sales, retail CPC leadership and operations teams to increase their knowledge and understanding of production center performance, including the P&L
Recruit and hire using the Hiring Tool and Critical Success Factors model
Continually assess and develop team. Complete annual performance appraisals and address performance issues on an ongoing basis
Set and maintain the highest standards regarding operational execution. Address issues and take corrective action promptly.
Ensure the sales team has tools and resources available to drive revenue and overcome objections
Use HR Express to track compliance of all required training as indicated on the L&D Curriculum and schedule any needed training with Consultants
Facilitate any required training curriculum


Basic
High School diploma or equivalent
Four years of previous management experience


Preferred
Digital copy & print experience preferred
Previous experience in a customer service environment, maintaining strong sales/operations relationships
Strong problem solving and project management skills
Excellent analytical, organizational and communication skills
Strong Customer Service and Sales Skills


Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.


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