Operations Manager

This position is responsible for supporting the mission of the branch to ensure operational execution and client satisfaction.  Accountabilities include, but not limited to, delivery of services to clients; conduct pre and post walks of jobs; coordinate operational resources daily to ensure service delivery meets and exceeds the clients expectations; create and uphold a safe working environment; accomplish all administrative tasks; support the branch's financial goals; establish and maintain solid rapport with clients, conduct schedule and unscheduled meetings; up sell clients and provide solutions; develop skills and knowledge of all restoration and maintenance services provided; mentor and develop team; and be an asset to the client.

ACCOUNTABILITIES AND RESPONSIBILITIES

• Performs the work and oversees the assurance of quality of work being performed
• Conducts pre-walks and post-walks to inspects job sites to assure the quality of work exceeds the customer's set expectations
• Meets with the customer for scheduled and unscheduled meetings; upsell customers and provide solutions
• Ensures all work is completed per work order instructions and ensures work orders are then completed with all proper time and notes captured
• Ensures all jobs meet the financial goals set forth.  Ensures all scheduled jobs come in at budgeted hours or better
• Fosters a consistent flow of communication with clients, employees, and management
• Address all client inquiries, service request and attend all meetings
• Maintains the ability to take pro-active and creative approaches in resolving any operational challenges
• Responsible for maintaining a safe work area including the use of caution signs and barriers
• Conduct monthly safety meetings and updates attendance rosters in Learning Management
• Follow rules, policies, regulations as outlined in company handbook
• Understands and accurately performs all cleaning (restorative and maintenance) methods for carpet, upholstery, fabric and leather to ensure employee are following the process
• Understands and accurately performs cleaning (restorative and maintenance) methods for hard surfaces including but not limited to wood, VCT, resilient flooring, ceramic, porcelain and stone.  Solid understanding of coatings to ensure employees are following the process.
• Understands and accurately performs water damage restoration to ensure employees are following the process
• Responsible for care and cleanliness and preventative maintenance of cleaning equipment and vehicles
• Hires, manages, mentors and leads technicians
• Responsible for the implementation of training and orientation for the technicians; promotes positive goals with the team leads and technicians and utilizes their accomplishments as motivation
• Learn, teach, and implement new services and procedures into the operation of the company
• Mentor, train, coach and develop supervisors, team leads and technicians on all services, clients and professional skills
• Responsible for ensuring the client's needs are addressed with the appropriate services; recommends additional services to address unidentified issues; and creates a strong working relationship with the client, operational team and branch management team
• Adheres to operational objectives by aligning individual goals and tasks to the Company's strategic plan
• Develops and enhances knowledge of the client's facilities to become an asset and to create and maintain a long-term partnership
• Builds a solid leadership approach to lead the operations team
• Maintains professional and technical knowledge by reviewing professional publications; establishing personal network; participating in professional societies and attending professional development workshops
• Communicate issues, concerns and questions to supervisor

EXPECTED RESULTS

• Efficient delivery of services with outstanding results
• Effectively manage operations team and ensure client satisfaction through outstanding service delivery and by providing quality work on a consistent basis
• Subject Matter Expert of accounts; extensive knowledge of all aspects of client locations to address the client's needs and identify issues for the client
• Timely and effective resolution of clients issues and accurate reporting of all worked performed on a nightly basis
• Ensure all jobs are completed on time, to client expectations and to budget; minimize or eliminate redo's
• Continuously mentor, coach, counsel and develop the operations team to increase their technical and professional acumen
• Consistently monitor strategic plan and make necessary adjustments to achieve company goals and financial objectives
• Ensure consistent and accurate communication within the operations team
• Adherence to all policies and procedures

EDUCATIONAL REQUIREMENTS

• IICRC certifications highly desired

EXPERIENCE REQUIREMENTS

• 5+ years' experience in supervising, staffing, scheduling, dispatching and routing required
• One year experience communicating with clients desired
• Demonstrated knowledge supervising, coaching and leading operational teams in the field
• Demonstrated ability managing different elements within operations
• Demonstrated knowledge of operational strategies, principles and practices
• Knowledge of establishing and adjusting labor force by monitoring costs, budgeted hours and branch workload
• Proficient skills in Microsoft Office suite required
• Professional personal presentation
• Ability to take photos, complete reports and administrative tasks
• Possess problem-solving, organizational and team working skills
• Ability to adapt leadership approach to adhere to the strategic plan to achieve gross-profit and financial goals
• Ability to work under pressure, handle changing priorities, manage staff and achieve desired objectives while meeting deadlines
• Ability to communicate verbally and in writing to achieve desired contractual objectives
• Ability to adjust scheduled to meet business needs