Branch Operations Manager

TruGreen•Hagerstown, MD

12d•$75,217 - $125,360

About The Position

A Branch Operations Manager oversees the daily operations of a branch, ensuring efficiency, customer satisfaction, and regulatory compliance. They are responsible for managing staff, implementing operational policies, and achieving performance goals. Their role also includes monitoring performance metrics, identifying areas for improvement, and contributing to the overall success of the branch and the organization.

Requirements

Associate’s degree in a business-related discipline and two (2) or more years of related experience in lawn/horticulture/agronomy/lawn care services required, or an equivalent combination of education and experience.
2+ years of supervisory management experience required.
Valid, permanent driver’s license from state of residence.
Must be 21 years of age by date of hire.
Ability to speak, read and write fluently in English is required.
You MUST BE physically located in the United States while performing this job.

Responsibilities

Overseeing daily branch execution and operations, ensuring timely and quality service delivery.
Ensures that a safe workplace is provided for all associates by ongoing training and adherence to company policies.
Prepares composite reports from individual reports of subordinates.
Translate district-level goals into daily priorities at the branch level, ensuring alignment and focus.
Supervise technician teams and handle local issue resolution.
Lead daily huddles to surface field-level issues and reinforce coaching provided by District Manager
Managing and leading branch staff, including hiring, training, performance evaluations, and development.
Recruits, interviews and selects personnel needed to efficiently staff the service function.
Evaluates performance, makes salary recommendations, and administers disciplinary actions consistent with company policy.
Plan and conduct new hire and on-going training for service personnel in customer service skills, technical skills, safety policies, and procedures.
Serve as the face of the branch for customer ensuring high levels of customer satisfaction through efficient service delivery and addressing customer inquiries and issues.
Ensures branch-level processes enable positive customer relationships, and that employees engaging with customers are doing so in an appropriate way from a communication and content standpoint.
Coaches and develops lawn specialists and trainees.
Works with other managers to identify ways to reduce customer cancellations.
Sets customer context for the team and assists the team in preparing required materials and presentations for interactions with the customer team.
Ensuring adherence to company policies, as well as federal, state, and local regulations.
Monitors and ensures proper licensing of production staff.
Managing budgets, forecasts, and financial performance metrics for the branch.
Analyzing operational data to identify trends, challenges, and opportunities for improvement.
Developing and implementing operational strategies to drive efficiency and optimize branch performance.
Fostering a positive branch culture, promoting employee engagement, and driving team success.
Monitors and positively impacts Associate Engagement and Culture Initiatives.
Identifying and recommending process improvements to enhance efficiency and profitability.
Examines associate work for accuracy, neatness, and conformance to best practices as well as company policies and procedures.
Guiding, mentoring, and inspiring the branch associates and Service Managers to achieve goals and foster a culture of success is crucial.
Recruiting talented individuals, fostering collaboration, and promoting a positive work environment.
Identify and eliminate inefficiencies and bottlenecks in workflows to improve productivity and quality.
Utilizing systems and tools to optimize operations and track performance.
Ensure adherence to company policies, industry regulations, and identifying and mitigating potential risks.
Ensure that our associates/managers provide a positive customer experience, promptly resolving issues, building strong relationships, and driving customer retention.
Understanding customer needs by using resource generated feedback to personalize service and product offerings,.
Set clear objectives for associates/managers by defining measurable goals for the branch and aligning them with the company's overall strategy.
Analyze operational and financial data to identify trends, opportunities for improvement, and inform strategic decisions.
Being able to respond to changes in the market, industry and/or customers and overcoming challenges.
Effectively conveying objectives and strategies, providing feedback, and creating a collaborative and inclusive work environment.
Address conflicts promptly and professionally to maintain positive relationships and a healthy work environment.
Foster strong relationships with associates, ops leadership, and customers.