Operations Manager

Purpose

The Operations Manager (OM) will lead and develop a branch location, driving growth, operational efficiency, and customer satisfaction. This role is accountable for ensuring seamless service delivery, achieving financial targets, and managing the branch's Operational Income Statement. Key responsibilities include:

• Prioritize Safety: Foster a safety-first culture where every action, every day, ensures the well-being of all associates.
• Deliver Exceptional Service: Uphold our "Weigh Better" brand promise by consistently exceeding customer expectations so customers trust that "Confidence Starts Here."
• Develop Talent: Empower and engage team members by fostering continuous personal and professional growth. Implement targeted training, mentorship, and retention strategies to enhance skills, boost career development, and cultivate long-term commitment to the company.

• Drive Financial Performance: Achieve or surpass goals for Service Revenue, Net Income, and Service Agreements, while managing the branch's financial health.

• Optimize Resources: Ensure the right people and parts are available at the right time to deliver maximum value to our customers' operations.

• Essential Job Functions:
• Do what it takes: Achieve daily success with all field operations that translate to business performance and growth as seen in branch level key performance indicators (KPIs)
• Ensure safety is the first and most critical priority in all activities; this includes both Carlton Scale and customer specific requirements; no recordable safety events; demonstrated and ongoing leadership and active participation with all Safety initiatives.
• Manage all Service & Administrative staff for assigned branch; ensure compliance with all required policies and procedures.
• Understand all business requirements of a branch and ensure that you can fill in wherever needed to support emergencies for any role.
• Drive incremental Service Agreement (SA) growth for the territory.
• Demonstration of Income Statement knowledge and management to support standard work and action planning to increase branch profitability over time; branch-level analysis must lead to root cause analysis and action plan execution.
• All scorecard metrics are better than plan (Rev, GP, OpEx, Income from Ops, Monthly Financials, etc.); KPIs will develop and be refined over time.
• Achieve annual growth targets for each branch to support 2x7 plan (no less than 10% growth by branch, per year, for Service Revenue & Service Net Income).
• Customers First: Ensure control of core business performance
• No missed PMs
• No lost customers (where we can control and influence)
• Strive to provide excellent customer service, no letters to corporate, fines, violations.
• Ongoing risk management to ensure we can consistently deliver services sold.
• Develop & Execute Territory Plans to demonstrate consistent, objective performance
• Ensure monthly Service