Operations Manager

Role Overview The primary purpose of this role is to oversee technician recruiting, hiring, ongoing training, coaching, development, and regular cadence of accountability, to maximize technician success and retention and to ensure overall service quality for customer retention. Key Performance Indicators Customer Satisfaction & Retention Technician Retention Technician Percentage of Staffing Budget (including productivity, timekeeping, and licensing) Team Safety Performance Route Completion Branch Schedule Efficiency Sales Growth Service Cost Control (fleet maintenance, materials & supplies, hourly time management) Principal Duties and Responsibilities Oversee ongoing technician training, coaching, development, and regular cadence of accountability to maximize technician success and retention. Recruit and hire residential and/or commercial pest, termite, specialty, and lawn technicians to maintain appropriate staffing levels. Review and evaluate ongoing technician performance via ride‑a‑longs and audits. Respond diligently and compassionately to customer concerns. Ensure overall service quality to maximize customer retention. Fill in periodically on customer appointments to help close any temporary staffing gaps. Monitor branch scheduling and ensure customer appointments are completed efficiently and effectively. Ensure safety standards are met or exceeded and all operations are in regulatory compliance. Monitor and maintain inventory levels of pest / termite control and home services products. Candidate Summary Required Qualifications Adept at problem solving and identifying practical solutions. Ability to effectively lead and motivate others. Good aptitude for basic/intermediate math related to sales/service calculations. Strong communication skills (verbal, written, presenting). Ability to build rapport easily and establish trust with customers and employees. Minimum Education Level / Certifications High school diploma (or GED). Maintain licenses/certificates required by federal, state, and/or local regulations. Maintain a valid driver’s license. Physical Demands / Environmental Conditions Moving up to 20 lbs by lifting, carrying, pushing, pulling, or repositioning objects. Sitting, climbing, balancing, stooping, kneeling, crouching, and crawling. Working in damp and/or dusty locations, confined spaces, narrow aisles, or passageways. Going up and down stairs, ladders, scaffolding, ramps, and poles. Operating a motor vehicle safely. Ensuring vehicle and other equipment is maintained and kept clean. Wearing personal protective equipment, including OSHA‑compliant respirators. Having healthy vision to perform detail‑oriented activities at distances close to the eyes or within arm’s reach. Ability to tolerate a variety of environmental conditions, including extreme heat/cold. Flexibility with working hours, including some evening and weekend work, a rotating on‑call schedule, and extended (50–60 hours/wk) schedule during peak season. Travel Requirement Travel up to 100% of time within assigned territory(s). EEO & Additional Information We are a Drug Free workplace. Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr Terminix International