Operations Manager

Terminix • Appleton, WI

4d

About The Position

The Operations Manager oversees technician recruiting, hiring, ongoing training, coaching, development, and accountability to maximize technician success and retention. The role is also responsible for service quality and customer retention, branch scheduling, safety and regulatory compliance, inventory, and operational performance. The manager may periodically cover customer appointments to address temporary staffing gaps.

Performance is measured through customer satisfaction and retention, technician retention and staffing-budget performance, team safety, route completion, branch schedule efficiency, sales growth, and service cost control. The role requires travel within assigned territories and flexibility to work variable hours, including some evenings, weekends, rotating on-call duty, and extended hours during peak season.

Requirements

• High school diploma or GED.
• Maintain licenses and certificates required by federal, state, and/or local regulations.
• Maintain a valid driver's license.
• Problem-solving skills and ability to identify practical solutions.
• Ability to lead and motivate others effectively.
• Basic/intermediate math aptitude for sales and service calculations.
• Strong verbal, written, and presentation communication skills.
• Ability to build rapport and establish trust with customers and employees.
• Able to travel up to 100% of the time within assigned territories.
• Flexibility to work some evenings and weekends, a rotating on-call schedule, and extended 50–60-hour weeks during peak season.
• Able to meet the stated physical and environmental demands, including lifting or repositioning up to 20 pounds, varied postures and climbing, operating a motor vehicle, wearing personal protective equipment including OSHA-compliant respirators, and tolerating seasonal weather and varied work environments.

Responsibilities

• Oversee ongoing technician training, coaching, development, and accountability.
• Recruit and hire residential and/or commercial pest, termite, specialty, and lawn technicians to maintain appropriate staffing levels.
• Review and evaluate technician performance through ride-alongs and audits.
• Respond diligently and compassionately to customer concerns.
• Ensure service quality to maximize customer retention.
• Periodically fill in on customer appointments to address temporary staffing gaps.
• Monitor branch scheduling and ensure customer appointments are completed efficiently and effectively.
• Ensure safety standards are met or exceeded and operations comply with regulations.
• Monitor and maintain inventory of pest and termite control and home services products.
• Support performance in customer satisfaction and retention, technician retention, staffing-budget performance, team safety, route completion, schedule efficiency, sales growth, and service cost control.

Benefits

• Medical, dental, vision, disability, and life insurance, with enrollment available immediately upon hire and benefits starting on day one for full-time colleagues.
• 401(k) retirement plan with company-matching contributions.
• Tuition reimbursement for full-time colleagues.
• Training and development programs.
• Vacation days and sick days.
• Company-paid holidays and floating holidays.
• Performance incentives are offered in many roles.
• Career growth opportunities and promotion from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED