Operations Manager

POSITION SUMMARY:

The Operations/Client Manager is responsible for managing all aspects of operations and production on a portfolio of maintenance accounts including labor, materials, and equipment.  The Operations/Client Manager is also responsible for developing and maintaining successful relationships with clients that support the goals for renewal, retention, growth, and profitability. Operations/Client Managers evaluate the performance of Service Level Agreements, quality levels and financials within their accounts.  They will own the client relationship and will serve as the primary point of contact for assigned clients.  This position reports directly to the Branch Manager and is responsible for managing a book of business at a minimum of $1 Million. 

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Support company vision, policies, procedures, safety/training programs, perform accordingly and pass along to other employees.
• To be familiar with each job’s specifications and ensure compliance with quality and efficiency standards.
• Work with management team to map out the seasonal work schedules. Develop, communicate and maintain schedules for maintenance work on all jobs, coordinate manpower, equipment and materials in a timely fashion.
• Perform inspections of equipment and vehicles to see that all is being maintained properly.
• Ensure client requests are responded to in a timely manner.  Manage operational issues and quickly implement alternative and creative solutions.  Communicate proactively and work in concert with the Client Management team to resolve client concerns when applicable.
• Manage budget and monitor job cost reports regularly and report back to crew to increase productivity and job efficiency including total hours worked by crew and services performed to ensure quality and profitability. Provide long and short-term planning for maximum efficiency and no wasted time for Crews.
• Manage and lead several teams.  Assist in the hiring and successful onboarding of new team members. Encourage growth and development through training programs and succession planning. Provide coaching and timely feedback to optimize performance.   Oversee and implement performance improvement processes when needed.
• Train employees in all aspects of the job (safety, quality, efficiency, equipment).
• Work closely with the Branch Manager to lead the branch and meet monthly budgets.
• Maintains relationship and direct communication with all levels of client organizations to ensure high quality and service expectations are met.
• Assists in developing and implementing account-specific vision, strategies, and creative solutions.  Monitors and manages account profitability and drives retention and growth of contract business.
• Acts as primary escalation responsibility for client concerns by proactively assisting in resolving issues with customer service when needed.
• Conducts regular business reviews with clients to assess expectations (to be documented) as well as each maintenance team’s performance to incorporate goals pertaining to quality, maintenance functions, and personnel development.
• Identifies, estimates and presents opportunities for new business and enhancements. 
• Monitor the implementation of approved work orders (Irrigation, Mulch, Turf Care and Seasonal Color).
• Works in tandem with business development staff to achieve branch sales goals through referrals and generates sales opportunities within Client portfolios.
• Effectively manages and completes the client transition from the Sales Team to the Operations Team.
• Ensures familiarity with each job’s specifications that each account has a solid communication plan in place and that it is administered successfully. Communicates with production staff daily on schedules for work on all jobs and assists in prioritizing work.
• Provides client feedback to the Operations Team in a manner that allows the Operations Team to effectively facilitate change / corrective action.
• Partners with Project Management in organizing and implementing Client requests and operational procedures on property sites, and schedules regular meetings with Supervisors & Team members to communicate plans and ensure proper and timely billing.
• Snow Program Participation (generally Nov. 1 – Apr. 1 for applicable Areas): Must be available on an as-needed basis (day or night) to assist with customer sales and complaints, manage subcontractors, provide constant communication with operations, and participate in snow events when applicable.

KPI’S:

• Quality Control Audits, 90% or better.
• Safety Inspections, 100% complete, 90% passing or better.
• Contract Renewal 95% or better.
• Quality jobs completed on time within the budgeted hours.
• Customer Surveys demonstrate favorable remarks.
• Equipment Inspections show that the maintenance program is followed.
• Crews are working safely and efficiently in accordance with Company standards.
• Crew leaders working at a high level with an emphasis on accountability.
• Critical field best practices are understood by all team members and followed on a consistent basis.
• Employees are being developed in accordance with the appropriate HR processes.
• Aspire best practices are followed in the area of time tracking, purchase orders, and scheduling.
• Portfolio retention 90% or greater.
• Management capacity of $1.5M or better.
• Positive scores on client surveys.
• Enhancement revenue at a minimum of 30% of the portfolio.
• A consistent source of lead generation and referral business to the sales team.
• Enhancement and Contract sales meet or exceed individual goals set by the client manager and branch manager.

SKILLS & ABILITIES QUALIFICATIONS:

• Excellent organizational skills and attention to detail, with the ability to schedule multiple projects, prioritize work and perform several tasks concurrently with ease and professionalism.
• Exceptional problem-solving skills.
• Ability to work independently with a high level of accountability and responsibility for all activities of self and team.
• Strong interpersonal and communication skills, with the ability to effectively communicate verbally and in writing to all levels of leadership, team members, and clients.
• Must be able to maintain confidentiality and trust when dealing with difficult, sensitive, and confidential issues.
• Strong working knowledge of computers with proficiency in Microsoft Outlook, Word, and Excel.  Experience.
• The candidate must be able to travel to and from the Company office and client locations and attend after-hours events when necessary (board meetings, networking events).
• Highly organized with great follow-up abilities.
• Must possess and demonstrate excellent interpersonal and conflict-resolution skills with the ability to negotiate
• Valid driver’s license with a reasonably clean record.