Head of Operations & Business Management

Provides on-going training and guidance to pool maintenance department.

Provides constructive and timely performance evaluations.

Documents and manages disciplinary actions and assists Branch Manager with termination of employees in accordance with company policy when needed.

Administrative Duties

Develops and implements policies, procedures, goals, and objectives for maintenance operations in collaboration with other managers.

Ensures compliance with administrative policies and procedures, safety rules, contracts, environmental policies, and government regulations as directed by the company.

Reviews and analyzes expenditures and other financial information and uses results to develop and implement plans, policies, and budgets in collaboration with other managers to meet company goals.

Manages department staff and tracks employee satisfaction, productivity, accuracy, customer feedback and attitude and counsel employees as needed to promote advancement and compliance with company policies.

Schedules and directs department meetings to facilitate proper communication and team building experiences, pass along customer praise and other feedback, communicate current issues or policy changes, provide brief training and networking experiences, and other topics as needed.

Reviews time stamps reported by all staff under supervision daily and manages overtime requests, time off requests and improper time reporting or usage.

Manages training of employees required at hiring and ongoing training required by the company related to safety, driving, company policies and administrative duties.

Manages and directs all maintenance, repair, and replacement of vehicles.

Manages lead technicians or administrators under supervision in the assistance with the operational duties below, as applicable.

Performs other administrative duties as required.

Manages warehouse space allocated for the department, monthly inventory counts in the warehouse and maintenance vehicles as required by the company and check in and out of all materials by technicians.

Manages inventory ordering of chemicals and parts for scheduled jobs, confirmation of best price and vendor for purchasing, and control of inventory until checked out by technician.

Ensures compliance with federal, state, local, and organizational laws, regulations, guidelines, and best practices, including those related to safety and health, as it applies to the department or work performed.

Directs dispatching and routing activities and tracks transportation vehicles to ensure compliance and efficiency.

Manages and directs lead technicians or administrative assistance as assigned to the department.

Handles communication with clients via phone, email, and text to establish new business, respond to further requests for service and to manage customer expectations, satisfaction, and concerns.

Manages customer assignment to routes, assignment and execution of part replacement or delivery, and assignment of specialty service to ensure compliance with department expectation and pricing guidelines.

Audits customer feedback, route logs and work order history to ensure that customer difficulties or problems are investigated and resolved.

Manages rescheduling of work missed due to unforeseen circumstances and covers department work in the field as needed to maintain customer satisfaction.

Regularly inspects and evaluates maintenance services to ensure quality service is being delivered.

Identifies and corrects problems and inefficiencies in maintenance service, equipment, or skills.

Periodically performs a ride along with technicians to evaluate their job and customer service competencies and skills and provide guidance as needed.

Excellent time management skills with a proven ability to meet deadlines.

Proficient with Microsoft Office Suite or related software.

Associate degree in a related field, or equivalent industry work experience required.

Prolonged periods of sitting at a desk working on computers.