Sr. Operations Manager

Fox Pest Control • Logan, UT

1d • $75,000 - $90,000

About The Position

The Sr. Operations Manager of Branch Operations Support is responsible for leading the administrative and operational support functions for all branches. This role oversees office-based branch support teams (e.g., dispatch, branch admin, scheduling) and act as as a key bridge between office and field operations. Success in this role is measured by strong office/field relationships, dispatch effectiveness, accurate and timely administrative workflows, and the ability to help branch leaders understand, own, and act on their KPIs. This leader drives consistency, operational excellence, and scalability across branches.

Requirements

• Leadership & Coaching: Demonstrated ability to lead, develop, and hold the team accountable.
• Operational Excellence: Strong understanding of branch operations, dispatch, and administrative workflows.
• Analytical Skills: Comfortable with KPIs, reporting, and using data to drive decisions and coaching.
• Communication: Clear, professional communication with both office and field teams; able to translate data into actionable insights.
• Relationship Building: Skilled at building trust and partnership across functions and locations.
• Change Management: Ability to lead teams through process changes, new tools, and evolving expectations.
• Problem Solving: Strong root-cause analysis and solution design skills; proactive in addressing issues.
• Time Management: Able to prioritize multiple branches, initiatives, and stakeholders simultaneously
• 2+ years of Call Center Experience Required
• High school diploma or equivalent.
• Proficiency in Microsoft and Google Suites.

Responsibilities

• Lead the Branch Operations Support team, including dispatchers, branch operations managers, and other support roles.
• Provide clear direction, priorities, and expectations aligned with company goals.
• Conduct regular 1:1s, team meetings, coaching sessions, and development plans.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Partner with the VP of Operations to align support structure and staffing with business needs.
• Oversee all administrative branch support functions (e.g service agreements, customer records, billing-related inputs, compliance tasks, routing efficiencies, sales support).
• Ensure accurate and timely completion of administrative tasks that impact customer experience, field productivity, and revenue recognition.
• Create and maintain standard operating procedures (SOPs) for branch support processes to drive consistency across all locations.
• Identify gaps or bottlenecks in admin workflows and implement corrective actions.
• Own the strategy and standards for dispatch and scheduling across branches.
• Ensure daily routes are optimized for efficiency, on-time arrival, and technician productivity.
• Monitor dispatch KPIs (e.g., same-day completion, on-time arrival %, reschedules, drive time, missed appointments) and drive improvement plans.
• Partner with field leaders to balance customer needs, technician workloads, and operational capacity.
• Train and coach dispatchers on best practices, communication standards, and use of systems.
• Develop clear reporting and dashboards to help branch leaders understand their KPIs (e.g., completion rates, cancellations, reschedules, productivity, admin accuracy, SLA adherence).
• Coach frontline leaders on how to interpret data, identify root causes, and build action plans.
• Conduct regular performance reviews with branches focused on trends, wins, and opportunities.
• Partner with Operations leadership to set targets, track progress, and escalate performance concerns as needed.
• Build strong, trust-based relationships with Branch Managers, Service Managers, and RMs.
• Serve as a liaison between office support and the field to ensure aligned expectations, smooth communication, and fast issue resolution.
• Proactively gather feedback from field teams to improve branch support processes and tools.
• Help meditate and resolve conflicts between office and field when process issues or communication breakdowns occur.
• Evaluate current branch support processes and recommend improvements that increase efficiency, accuracy, and scalability.
• Lead rollouts of new tools, systems, and process changes impacting branch support (in coordination with Operations, IT, and other stakeholders).
• Create and maintain documentation, training materials, and job aids for branch support processes.
• Track the impact of process changes and adjust as needed based on data and feedback.

Benefits

• Eligible for 20% yearly bonus dependent on performance of all regions
• Competitive benefits include health, dental, and vision.
• 401 K with a generous company match and Employee stock purchase plan
• PTO and after 30 days and Paid holidays for Full-Time employees
• Paid sick leave and bereavement for FT/PT Employees
• Leadership Training, comprehensive programs to develop your leadership skills.
• Supportive culture, a workplace that values integrity, teamwork, and excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees