Operations Manager
About The Position
The primary purpose of this role is to oversee technician recruiting, hiring, ongoing training, coaching, development, and regular cadence of accountability, in order to maximize technician success and retention, as well as to ensure overall service quality to maximize customer retention. Key Performance Indicators Customer Satisfaction & Retention Technician Retention Technician Percentage of Staffing Budget (including productivity, timekeeping, and licensing) Team Safety Performance Route Completion Branch Schedule Efficiency Sales Growth Service Cost Control (fleet maintenance, materials & supplies, hourly time management).
Requirements
- Adept at problem solving and identifying practical solutions
- Ability to effectively lead and motivate others
- Good aptitude for basic/intermediate math, for calculations related to sales/service
- Strong communication skills (verbal, written, presenting)
- Ability to build rapport easily and establish trust with customers and employees
- High school diploma (or GED)
- Maintain licenses/certificates as required by federal, state, and/or local regulations
- Maintain valid driver’s license
Responsibilities
- Oversee ongoing technician training, coaching, development, and regular cadence of accountability, in order to maximize technician success and retention
- Recruit / hire residential and/or commercial pest, termite, specialty, and lawn technicians to maintain appropriate staffing levels
- Review and evaluate ongoing technician performance (via ride-a-longs and audits)
- Respond diligently and compassionately to customer concerns
- Ensure overall service quality to maximize customer retention
- Fill in periodically on customer appointments to help close any temporary staffing gaps
- Monitor branch scheduling and ensure customer appointments are completed efficiently and effectively
- Ensure safety standards are met or exceeded and that all operations are in regulatory compliance
- Monitor and maintain inventory levels of pest / termite control and home services products
Benefits
- Medical
- Dental
- Vision
- Disability
- Life Insurance
- 401(k) retirement plan with company-matching contributions
- Vacation days
- Sick days
- Company-paid holidays
- Floating holidays
- Tuition Reimbursement benefits (for FT Colleagues)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
