Position Overview

This is a high impact position within our business. We are seeking a person that has the technical and business experience and will thrive in the culture of our organization. The Operations Manager is responsible to implement the process improvement and practices across the organization as well as ensuring company policies, industry standards, compliance and regulatory requirements are followed. The Operations Manager supervises the Operational Team and ensures operational KPIs, financial and customer experience standards are met. Ultimately, we’ll trust you to help us remain compliant, efficient, and profitable during business. The Operations Manager leads and motivates the operations team, finding ways to increase quality of customer experience and implement best practices across all levels.

Job Responsibilities

Responsible for the production, procurement, and planning of daily operations

Ensures timely, compliant and accurate management of work order processes, business information, and licensing management ensuring the company’s processes remain legally compliant

Participates with owner/CEO in development of operational and business strategies, supporting the CEO or Owner’s vision and process ideals

Conducts onsite field evaluations for compliance for licensing, vehicle, regulatory, EHS, Safety, DOT, quality and company policies. Escalates opportunities for improvements/corrections directly to ownership.

Coordinates with sales management team to deliver on commitments to customers. May be involved in the sales process on selected accounts

Provides direct support to office personnel, technicians, and sales associates regarding customer escalations, technical questions and support, and standard operating procedures.

Oversees and reviews daily operational and compliance metrics, as well as the escalation, tracking, and resolution of issues

Supervises production staff members, estimators and claims coordinators

Influences selection of vendors and manages ongoing vendor relationships

Approves expenses and purchases of direct reports

Communicates with all relevant employees to ensure delivery times are met

Communicating process changes to relevant parties to ensure a successful business

Coordinates activities that affect operational decisions and business requirements

Ensuring that health and safety regulations are followed

Examine financial data and use them to improve profitability, managing budgets, budgetary changes and forecasts

Improve operational management systems and processes and provides training for new initiatives and technology launches

Manages the growth and success of the team, providing guidance to employees

Managing internal assets of the company such as equipment, materials and supplies

Monitors KPIs- production quality standards and ensures process safety standards are met

Plans, schedules, and reviews workload and manpower to make sure targets are being met on a cost-effective basis

Reviewing workloads and manpower to ensure targets are met. May recruit, train and supervise staff

Job Requirements

Bachelor’s degree in business administration, operational management or finance preferred but not required, 3-5 years equivalent experience in similar role

Ability to read, analyze and interpret general business processes as well as federal, state, and local rules and regulations and successfully apply and provide support in efforts to comply with regulations and process improvement initiatives

Ability to effectively present training and/or information, respond to questions from groups of managers, employees, customers, and clients verbally and/or in writing

Valid driver's license and a satisfactory driving record

Skilled in using computers or necessary technology to include Microsoft Office products such as Word, Excel, Outlook, PowerPoint

Experienced using Xactimate and XactAnalysis, utilizing reports to improve operations

3-5 years experience as a sales or service manager or corporate support function preferred

Ability to work closely with, influence, and hold senior leaders accountable to resolving issues or capitalizing on opportunities

Ability to engage and motivate others to drive results

Ability to manage time and workload effectively

Ability to work in a team environment

Excellent problem solving and communication skills, written and verbal

Experience budgeting and forecasting

Experience in negotiating with suppliers/sub-contractors/vendors

Familiarity with business and financial principles

Knowledge of organizational improvement and operations management

Strong Leadership- Proven ability and work experience as Operations Manager or similar role

Outstanding organizational skills

Understanding of consumer psychology, organizational behavior and knowledge of the restoration industry

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

Move up to 70 pounds often, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.

Stand and walk for extended periods of time. Lifting, squatting, crawling and crouching is required.

Express or exchange ideas with others and receive and act on detailed information given.

For safety reasons, respirators, which are used in certain situations, must be able to seal to your face.

Be exposed to various inside and outside working conditions: The change of environment such as with or without air conditioning and heating.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This Job Description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to The ServiceMaster Company, LLC.