Branch Operations Manager

Branch Operations Manager A Branch Operations Manager oversees the daily operations of a branch, ensuring efficiency, customer satisfaction, and regulatory compliance. They manage staff, implement operational policies, and achieve performance goals. The role includes monitoring performance metrics, identifying areas for improvement, and contributing to the overall success of the branch and the organization. Core Responsibilities Operational Management: Overseeing daily branch execution and operations, ensuring timely and quality service delivery. Ensures a safe workplace for all associates by ongoing training and adherence to company policies. Prepares composite reports from subordinates. Translates district-level goals into daily priorities at the branch level. Supervises technician teams and handles local issue resolution. Leads daily huddles to surface field-level issues and reinforce coaching provided by District Manager. Staff Management: Managing and leading branch staff, including hiring, training, performance evaluations, and development. Recruits, interviews, and selects personnel needed to efficiently staff the service function. Evaluates performance, makes salary recommendations, and administers disciplinary actions consistent with company policy. Plans and conducts new hire and ongoing training for service personnel in customer service skills, technical skills, safety policies, and procedures. Customer Service: Serves as the face of the branch for customers, ensuring high levels of customer satisfaction through efficient service delivery and addressing customer inquiries and issues. Ensures branch-level processes enable positive customer relationships. Coaches and develops lawn specialists and trainees. Works with other managers to identify ways to reduce customer cancellations. Sets customer context for the team and assists in preparing required materials and presentations for interactions with customers. Compliance: Ensuring adherence to company policies, as well as federal, state, and local regulations. Monitors and ensures proper licensing of production staff. Financial Management: Managing budgets, forecasts, and financial performance metrics for the branch. Performance Analysis: Analyzing operational data to identify trends, challenges, and opportunities for improvement. Strategic Implementation: Developing and implementing operational strategies to drive efficiency and optimize branch performance. Team Leadership: Fostering a positive branch culture, promoting employee engagement, and driving team success. Monitors and positively impacts Associate Engagement and Culture Initiative. Process Improvement: Identifying and recommending process improvements to enhance efficiency and profitability. Examines associate work for accuracy, neatness, and conformance to best practices as well as company policies and procedures. Leadership and Management: Strong leadership skills to effectively manage and motivate a team. Operational Expertise: A thorough understanding of branch operations and business processes. Customer Service: Excellent customer service skills and commitment to providing a positive customer experience. Communication Skills: Strong verbal and written communication skills. Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions. Financial Acumen: Understanding of financial management principles and budgeting. Problem Solving: Ability to identify and resolve operational issues and challenges. Compliance Knowledge: Familiarity with relevant regulations and compliance requirements. Adaptability: Ability to adapt to changing business needs and implement new strategies. Education and Experience Associate’s degree in a business-related discipline and two (2) or more years of related experience in lawn/horticulture/agronomy/lawn care services required, or an equivalent combination of education and experience. 2+ years of supervisory management experience required. Valid, permanent driver’s license from state of residence. Must be 21 years of age by date of hire. Success Factors Leadership and Team Management: Guiding, mentoring, and inspiring the branch associates and Service Managers to achieve goals and foster a culture of success. Recruiting talented individuals, fostering collaboration, and promoting a positive work environment. Operational Excellence: Identify and eliminate inefficiencies and bottlenecks in workflows to improve productivity and quality. Utilize systems and tools to optimize operations and track performance. Ensure adherence to company policies, industry regulations, and mitigate potential risks. Customer Service Focus: Ensure associates and managers provide a positive customer experience, promptly resolve issues, build strong relationships, and drive customer retention. Understand customer needs and personalize service and product offerings. Strategic Thinking and Decision Making: Set clear objectives for associates and managers, align measurable goals with company strategy, analyze operational and financial data, respond to market changes, and overcome challenges. Communication and Interpersonal Skills: Convey objectives and strategies, provide feedback, and create a collaborative and inclusive work environment. Address conflicts promptly and maintain positive relationships. Key Metrics Service completion rate On-time service rate Branch NPS Daily route efficiency Safety and compliance metrics Revenue targets Minimize service rework Reduce overtime Daily productivity metrics (e.g., stops per route) Key Capabilities Team management and scheduling optimization Frontline leadership and control Issue resolution Logistics and Decision R Owns daily schedules, technician dispatching, local team coordination. Minor procurement decisions. Purchases Influences branch hiring recommendations Provides input on customer satisfaction programs Local marketing activities and process improvement. #J-18808-Ljbffr