Branch Operations Manager

Branch Operations Manager

Lexington Office - Lexington, KY 40511

Position Summary

The Branch Operations Manager supports the Regional Vice President in leading the branch's day-to-day service, administrative, warehouse, and operational activities. This hands-on position coordinates technician schedules and service calls, reviews and approves timecards, manages receiving and inventory activity, and supports branch reporting, budgeting, billing, and purchasing processes. The Branch Operations Manager serves as the Regional Vice President's second-in-command for daily operations and helps ensure employees, materials, and branch resources are utilized safely, efficiently, and profitably.

Essential Duties and Responsibilities

• Prepare, maintain, and assist with work-in-progress (WIP) reports and other branch operational reporting.
• Support branch budgeting, forecasting, cost control, and expense tracking by providing accurate and timely operational information.
• Review and process branch bills, invoices, receipts, and supporting paperwork in accordance with IPS procedures and approval requirements.
• Receive purchase orders in the applicable system, verify quantities and documentation, and resolve discrepancies with the appropriate internal or external partner.
• Maintain organized, complete, and accurate branch records, including service documentation, purchasing records, delivery paperwork, and technician-related forms.
• Partner with Accounting, Human Resources, Service, Sales, Project Management, and other departments to support efficient branch operations.

• Receive incoming deliveries; inspect shipments for accuracy and visible damage; and route materials to the correct project, service ticket, employee, or storage location.
• Maintain an orderly, clean, safe, and secure warehouse and receiving area.
• Monitor branch inventory levels and assist with cycle counts, inventory reconciliation, material staging, returns, transfers, and obsolete inventory management.
• Help ensure tools, equipment, parts, and materials are available when needed and are properly tracked.
• Coordinate shipping, receiving, and material movement while following IPS purchasing and inventory-control processes.

• Serve as the primary operational backup to the Regional Vice President and assist with daily branch decisions within assigned authority.
• Reinforce clear expectations for productivity, documentation, communication, safety, attendance, and customer service.
• Provide timely coaching and operational feedback to technicians; communicate recurring performance concerns to the Regional Vice President.
• Lead by example and promote accountability, teamwork, urgency, and consistent execution across the branch.
• Identify workflow gaps and recommend practical process improvements that increase utilization, service quality, accuracy, and profitability.
• Participate in branch meetings and communicate priorities, schedule changes, and operational updates to affected employees.

• Communicate professionally with customers, vendors, and employees and help resolve routine service and operational concerns.
• Support a high level of customer satisfaction through responsive scheduling, accurate information, and effective follow-through.
• Follow and reinforce IPS safety policies, warehouse practices, vehicle expectations, and applicable regulatory requirements.
• Promptly report accidents, injuries, property damage, customer complaints, and other significant incidents to the appropriate leader.
• Protect confidential company, customer, financial, and employee information.

• Receive, document, prioritize, and coordinate incoming service calls to support timely customer response.
• Serve as back-up to the Regional Vice President in the below:
• Create and maintain daily and short-term technician schedules based on customer needs, technician skills, geography, workload, and business priorities.
• Monitor technician availability, workload, and service utilization; adjust schedules as conditions change and communicate updates promptly.
• Provide day-to-day direction to assigned technicians and help remove operational obstacles that could affect productivity or customer service.
• Coordinate after-hours, emergency, and unscheduled service needs in accordance with branch procedures.
• Review and approve technician timecards and related documentation for accuracy, completeness, and timely submission.
• Escalate significant customer, staffing, safety, scheduling, or performance concerns to the Regional Vice President.

Qualifications

IPS Core Values in Action

• One Team: Work across departments and branches with a shared commitment to IPS and the customer.
• Accountability: Own commitments, communicate early, and follow through with accurate, timely work.
• Service: Respond with urgency, professionalism, and a willingness to help.
• Continuous Improvement: Look for smarter, faster, and better ways to use people, time, materials, and information.
• Leadership: Set the standard through integrity, clear communication, sound judgment, and respect.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor's degree in business, operations, construction management, or a related field preferred.
• Three or more years of experience in branch operations, service coordination, construction administration, warehouse operations, field service, or a related environment preferred.
• Prior experience coordinating or directing the daily work of technicians, field employees, or service personnel preferred.
• Working knowledge of scheduling, timecard review, purchasing, receiving, inventory control, billing support, budgeting, and WIP reporting.
• Strong organizational, prioritization, problem-solving, and follow-through skills in a fast-paced environment.
• Professional verbal and written communication skills and the ability to work effectively with field employees, customers, vendors, and internal departments.
• Proficiency with Microsoft Office and the ability to learn IPS business, service, accounting, and inventory systems.
• Valid driver's license with an insurable driving record and the ability to meet IPS vehicle-policy requirements.

Skills and Competencies

• Operational judgment and practical problem-solving
• Technician scheduling and workforce utilization
• Customer-service orientation and sense of urgency
• Accuracy with reports, paperwork, timecards, inventory, and financial information
• Ability to balance office, warehouse, employee, and customer priorities
• Leadership presence, accountability, and respectful communication
• Ability to work independently while recognizing when escalation is appropriate

Success Measures

• Timely response to service requests and effective schedule communication
• Accurate and timely timecard approvals, WIP reporting, PO receiving, and branch paperwork
• Inventory accuracy, material availability, and warehouse organization
• Budget awareness, expense control, and contribution to branch profitability
• Customer satisfaction, employee responsiveness, and operational follow-through
• Safe, consistent, and efficient daily branch operations

Physical Requirements and Work Environment

• Ability to regularly sit, stand, walk, bend, kneel, stoop, reach, and move throughout office and warehouse environments.
• Ability to lift, carry, push, or pull materials and equipment weighing up to 50 pounds, with or without reasonable accommodation.
• Ability to use computers, phones, office equipment, warehouse equipment, and other tools required for the position.
• Work is performed in office and warehouse settings and may include exposure to varying temperatures, dust, noise, moving materials, and delivery traffic.
• Occasional local travel to customer sites, vendor locations, or other IPS facilities may be required.

Other Duties

This job description is not intended to contain a comprehensive listing of all duties, responsibilities, or activities required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice, based on business needs.

Equal Employment Opportunity

Integrated Protection Services is an equal opportunity employer. Employment decisions are based on valid job requirements and are made without regard to race, color, religion, sex, national origin, age, marital status, genetic information, disability, protected-veteran status, or any other status protected by applicable law.

At-Will Employment

Employment with Integrated Protection Services is at will. Either the employee or IPS may terminate the employment relationship at any time