Head of Operations & Business Management

Position Overview This is a high impact position within our business, we are seeking a person that has the technical and business experience and will thrive in the culture of our organization. The Operations Manager is responsible to implement the process improvement and practices across the organization as well as ensuring company policies, industry standards, compliance and regulatory requirements are followed. The Operations Manager supervises the Operational Team and ensures operational KPIs, financial and customer experience standards are met. Ultimately, we’ll trust you to help us remain compliant, efficient and profitable during business. The Operations Manager leads and motivates the operations team, finding ways to increase quality of customer experience and implement best practices across all levels.

Responsible for the production, procurement, and planning of daily operations

Ensures timely, compliant and accurate management of work order processes, business information, and licensing management ensuring the company’s processes remain legally compliant

Participates with owner/CEO in development of operational and business strategies, supporting the CEO or Owner’s vision and process ideals

Conducts onsite field evaluations for compliance for licensing, vehicle, regulatory, EHS, Safety, DOT, quality and company policies. Coordinates with sales management team to deliver on commitments to customers. May be involved in the sales process on selected accounts

Provides direct support to office personnel, technicians, and sales associates regarding customer escalations, technical questions and support, and standard operating procedures.

Oversees and reviews daily operational and compliance metrics, as well as the escalation, tracking, and resolution of issues

Supervises production staff members, estimators and claims coordinators

Influences selection of vendors and manages ongoing vendor relationships

Communicating process changes to relevant parties to ensure a successful business

Coordinates activities that affect operational decisions and business requirements

Examine financial data and use them to improve profitability, managing budgets, budgetary changes and forecasts

Improve operational management systems and processes and provides training for new initiatives and technology launches

Manages the growth and success of the team, providing guidance to employees

Managing internal assets of the company such as equipment, materials and supplies

Monitors KPIs- production quality standards and ensures process safety standards are met

Experience in the restoration industry preferred but not required

Bachelor’s degree in business administration, operational management or finance preferred but not required, 3-5 years equivalent experience in similar role

Ability to read, analyze and interpret general business processes as well as federal, state, and local rules and regulations and successfully apply and provide support in efforts to comply with regulations and process improvement initiatives

Ability to effectively present training and/or information, respond to questions from groups of managers, employees, customers, and clients verbally and/or in writing

Skilled in using computers or necessary technology to include Microsoft Office products such as Word, Excel, Outlook, PowerPoint

Experienced using Xactimate and XactAnalysis, utilizing reports to improve operations

Ability to manage time and workload effectively

Experience in Negotiating with suppliers/sub-contractors/vendors

Familiarity with business and financial principles

Knowledge of organizational improvement and operations management

Strong Leadership- Proven ability and work experience as Operations Manager or similar role

Understanding of consumer psychology, organizational behavior and knowledge of the restoration industry

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This Job Description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to The ServiceMaster Company, LLC.

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