Operations Responsibilities

Purpose: What Pete Sandoval owns as Operations / Production Manager: the crews, the schedule, quality, and everything that happens between "Won" and the final walkthrough. If it involves a ladder, a dumpster, or a crew truck, it is Pete's.

What operations owns

• The production schedule. Pete is the only person at Summit who commits crew dates to customers. Sales sells the job; Pete says when it starts. No exceptions, including Dave.
• Crew dispatch. Daily assignments for all three crews per Crew Dispatch SOP. Roofing Crew 2 carries the emergency rotation.
• Emergency response. After-hours emergency calls come from the answering service to Pete's on-call rotation. Triage, dispatch, and the $450 dispatch-plus-tarping fee are handled per Emergency Job SOP. Emergency jobs skip to Estimate Scheduled in GHL after triage.
• Quality control. Every job gets QC per Quality Control SOP before Summit asks for final payment. On remodels, the final 10% is invoiced only after the walkthrough sign-off Pete runs.
• Job documentation. CompanyCam photos on every job: before, during, after. Pete is finalizing the field photo standards; until then, crews follow his verbal standard, which is a known documentation gap.
• Severity 2 complaints. Workmanship and schedule complaints belong to Pete. Severity 3 goes to Dave the same day. Definitions live in Complaint Escalation SOP.
• Subcontractors. Day-to-day management of specialty trades on remodels. New subs need Dave's approval before first use.
• Safety. Site safety practices, toolbox talks, and incident reports. Any injury or property-damage incident goes to Dave immediately, regardless of size.

What operations does not do

1. Pricing. Crews and crew leads never discuss price with customers. Price questions on site get one answer: "Tara or your salesperson will get you that number today."
2. Scope changes on a handshake. On remodels especially: extra work discovered mid-job becomes a written change order, priced by Tara, approved by Dave, and signed by the customer before the work happens. A crew lead who "just takes care of it" has given the work away.
3. Refunds or discounts. Pete decides complaint remedies up to $500; refunds over $500 (or re-do work over one crew-day) route to Dave, and discounts over 5% to Tara or Dave, per Complaint Escalation SOP and Approval Rules.
4. Marketing. Crews take photos; Jenna decides what gets published, with Dave's approval.

Customer communication during production

Customers judge the job by how informed they felt. Per Customer Update SOP:

• Update at job start, at any schedule change, and at completion, minimum.
• Schedule slips are communicated the moment Pete knows, not the morning of. A one-day slip told two days early is a non-event; the same slip told at 7 a.m. is a complaint.
• Weather calls on roofing are made by 6:30 a.m. and the customer hears before the crew would have arrived.

Handoffs

• From sales: the Project Handoff SOP package at Won: signed contract, estimate detail, photos, access notes, customer contact preferences. Pete rejects incomplete handoffs back to Marcus rather than starting a job half-briefed.
• To the office: completion confirmation and final photos to Rosa, who invoices out of QuickBooks and closes the loop in GHL.

Related

• Crew Dispatch SOP
• Emergency Job SOP
• Quality Control SOP
• Project Handoff SOP
• Complaint Escalation SOP
• Approval Rules