Are you the type of person who knows how to get things done? Not afraid to work behind the spotlight? Then maybe you should consider a career in operations. Operations professionals understand that the little pieces create the big corporate picture. They work in the trenches, making sure each area of a company functions as it should.
What You'll Do The operations team creates the infrastructure of a company. Operations employees help determine where an organization should be based, its employment policies, accounting practices, distribution channels, and much more. While individual departments determine how corporate procedures are implemented, operations makes sure they are designed optimally in the first place.
The chief operations officer is a senior member in most organizations. The COO works with the CEO and company president to determine the company's vision. Their ideas are filtered down through the rest of the company.
Senior operations managers determine where an organization is based, what its facilities will look like, which vendors to use, and how the hiring policy will be implemented. Once the key decisions are made, lower-level operations personnel carry them out.
Accountants and controllers watch the books. Administrators and managers supervise line employees. Sales reps and customer service agents ensure clients get what they've paid for. If a problem exists, operations personnel will be the first to hear about it. They work to find a solution, and then set about fixing the problem.
While operations is a key component of any successful company, it is back-end work. Most support functions fall under operations' control. Such functions include customer service, logistics, production, maintenance, and administration. Sometimes, depending on the size and scope of an organization, operations will also include sales, accounting, programming, and marketing. The goal of the operations department is to find solutions to problems before they affect the bottom line.
Who Does Well Anyone considering a career in operations should be able to see the big picture. Since problems often show up in the most unexpected places, you need to see beyond your current task. Most operations departments are team environments. There are many employees doing virtually the same tasks. Daily meetings may be required to set up group goals and assignments.
Operations personnel should also be highly analytical, detail oriented, and able to work with individuals throughout an organization. Remember, this is support
work. You should be prepared to serve the needs of the rest of the organization.
Requirements
While you can get a customer service job with little experience, most operations positions require a four-year degree and at least some industry background. Most universities offer degrees in operations management. But a degree in business, accounting, or administration is just as good. Most employees who work at lower-level operations positions will work their way up the corporate ladder. An operations assistant could be made an operations manager within a year or two.
If you are interested in climbing the corporate ladder, you should consider getting an advanced degree.
Most VPs and COOs have an MBA, and many have a PhD. Without such degrees, promotions to higher levels will take a lot longer. It may also be more difficult to land a job at another organization.
To be promoted, an individual must prove he or she can be a good supervisor, get a job done right the first time, manage all aspects of a project, and keep it within budget parameters. A detail-oriented personality, strong analytical skills, and the ability to thrive in a team environment are necessities.
Job Outlook
The Bureau of Labor Statistics predicts that the number operations positions will grow at the same rate as the average for all occupations between now and 2010. Recent downsizings have made the job market competitive, with many more qualified applicants than positions currently available. But with tightening belts comes the need for quality management to ensure business is running efficiently—which is increasing demand for facilities and operations managers. There is also a move to save costs by consolidating operations roles, so being flexible and willing to take on expanded responsibilities will give you a leg up on the competition. As the economy improves, look for opportunities in this area to grow.
Career Tracks
The operations department is responsible for ensuring a company operates as efficiently and economically as possible. Exactly which functions it controls depends on the size and structure of the organization.
Following are common operations-related positions you can find at Internet companies, though such positions have equivalents throughout other industries.
Controller The controller watches out for the financial well-being of an organization. He or she manages the books, creates profit and loss statements, keeps projects within budget parameters, and prepares financial reports. Controllers work closely with operations managers and other accounting personnel. A strong financial background, an understanding of business processes, and a detail-oriented nature are prerequisites.
Facilities Coordinator Facilities coordinators are responsible for the physical environment of an organization and how a building's design, layout, furniture, and other equipment affect the efficiency and profitability of the business that uses them. The facilities coordinator buys office furniture and supplies, determines when more space is needed, selects appropriate vendors, and is responsible for the facilities budget. A business management background and keen understanding of how working environments affect employee productivity are prerequisites for the job.
Logistics Engineer A business needs to plan how work orders will be distributed throughout its organization. The logistics engineer is the person primarily responsible for such planning. He or she is interested in improving the efficiency and accuracy of order fulfillment, and will map out the process from beginning to end, always on the lookout for possible improvements. This is a detail-oriented position that requires strong problem-solving skills and an in-depth analysis of business processes.
Project Manager Most projects will have a single leader who watches over them from beginning to end. The essential role of the project manager is to establish group goals. He or she will also supervise the work of lower-level staff, ensure deadlines are met, put in requests for additional supplies and staff, and keep a particular project on time and under budget. In most cases, the project manager will answer to the operations manager.
Operations Analyst An operations analyst analyzes how the current operations infrastructure is working. These folks attempt to find areas where the system breaks down, and then find ways to improve it. Strategies may include changing the work environment or employment policies, using different vendors, or transforming work processes. There is a great deal of administrative work involved. This position answers to the operations manager.
Operations Manager/Director The operations manager or director watches over his or her department, the size and scope of which depends on the organization involved; a large company may have several operations managers. Their job is to determine how the processes in their departments should be implemented and what duties need to be performed. An operations manager hires and manages lower-level staff, selects the vendors, completes departmental financial analyses, and determines the budget. The operations manager reports to the VP of operations or chief operating officer (COO).
Chief Operations Officer (COO) One of the senior managers in any business organization, the chief operations officer is responsible for making sure that the entire back end of an organization operates as efficiently as possible. Responsibilities may include marketing, programming, customer support, sales, accounting, distribution, legal, or just about any other business function.
While the CEO is supposed to be the visionary for a company, the COO is a company's administrator. Without his or her involvement, a company could fail. Usually a seasoned professional with many years’ experience, the COO reports to a company's CEO and board of directors.
Compensation
Compensation varies widely in operations jobs depending on the individual's skills, the company size, and the industry involved. However, the median salary ranges that follow are typical:
Customer service representative: $24,000 to $45,000
