Branch Operations Manager

TruGreen•Milwaukee, WI

20h•Onsite

About The Position

The Branch Operations Manager oversees the branch’s daily operations to support efficiency, customer satisfaction, regulatory compliance, and performance goals. The role translates district goals into daily branch priorities, supervises technician teams, resolves local issues, and monitors operational and financial performance. It also develops and implements strategies to improve efficiency, service quality, and profitability. The manager leads branch staff and service personnel, including recruiting, selection, training, performance evaluation, development, and disciplinary actions. They help maintain a safe workplace through ongoing training and adherence to company policies, ensure proper licensing of production staff, and foster employee engagement and a positive branch culture. The role serves as a branch contact for customers, supports positive customer relationships, addresses customer issues, and works with other managers to reduce cancellations. The position manages branch budgets, forecasts, and financial metrics; analyzes operational data; and identifies opportunities to improve processes and performance. Its key measures include service completion and punctuality, branch NPS, route efficiency, safety and compliance, revenue, rework, overtime, and daily productivity. The manager owns daily schedules, technician dispatching, local team assignments, technician supervision, and minor purchases, and influences branch hiring recommendations, customer satisfaction programs, local marketing, and process improvements. The position requires the employee to be physically located in the United States while performing the job. Fluency in English is required. TruGreen performs pre-employment testing.

Requirements

Associate’s degree in a business-related discipline and at least two years of related experience in lawn, horticulture, agronomy, or lawn care services, or an equivalent combination of education and experience.
At least two years of supervisory management experience.
Valid, permanent driver’s license from the state of residence.
Must be at least 21 years old by the date of hire.
Fluent English verbal, reading, and writing ability.
Must be physically located in the United States while performing the job.
Strong leadership and team management skills.
Thorough understanding of branch operations and business processes.
Excellent customer service skills and commitment to positive customer experiences.
Strong verbal and written communication skills.
Ability to analyze data, identify trends, and make data-driven decisions.
Understanding of financial management principles and budgeting.
Ability to identify and resolve operational issues and challenges.
Familiarity with relevant regulations and compliance requirements.
Ability to adapt to changing business needs and implement new strategies.

Responsibilities

Oversee daily branch execution and operations to ensure timely, quality service delivery.
Provide a safe workplace through ongoing training and adherence to company policies.
Prepare composite reports from subordinate reports and translate district goals into daily branch priorities.
Supervise technician teams, resolve local issues, lead daily huddles, and reinforce coaching provided by the District Manager.
Recruit, interview, select, train, evaluate, develop, and manage branch and service personnel; make salary recommendations and administer discipline consistent with company policy.
Plan and conduct new-hire and ongoing training in customer service, technical skills, safety policies, and procedures.
Support positive customer relationships, respond to customer inquiries and issues, and ensure appropriate employee communication with customers.
Coach and develop lawn specialists and trainees, and work with other managers to reduce customer cancellations.
Ensure compliance with company policies and federal, state, and local regulations, including proper licensing of production staff.
Manage branch budgets, forecasts, and financial performance metrics.
Analyze operational data to identify trends, challenges, and opportunities for improvement.
Develop and implement operational strategies to improve efficiency and branch performance.
Promote a positive branch culture, employee engagement, and team success; monitor and positively impact associate engagement and culture initiatives.
Identify and recommend process improvements that enhance efficiency and profitability, and examine associate work for accuracy and conformance to best practices and company procedures.
Own daily schedules, technician dispatching, local team assignments, technician supervision, and minor purchases.
Influence branch hiring recommendations, customer satisfaction programs, local marketing activities, and process improvements.
Meet or support performance targets for service completion, on-time service, branch NPS, route efficiency, safety and compliance, daily revenue, rework, overtime, and productivity.