A. Position Summary 

Describe the major purpose of the position.

An Operations Manager is a professional who ensures that everything runs smoothly from

one day to another. They maximize processes and procedures, exceed customer expectations, and drive efficiencies and profit in the franchise. 

Operations Manager responsibilities include:

• Ensuring all operations are carried on in an appropriate, efficient, cost-effective way, aimed at business growth and performance

• Improving operational management systems, processes and best practices

• Helping the organization’s processes remain legally compliant

• Delivering exceptional customer service and employee experience

B.  Key Responsibilities 

List major or essential responsibilities of the position. 

The Operations Manager role is mainly to implement the right processes and practices across the franchise. The specific duties of an Operations Manager include executing on company strategy, improving performance, ensuring compliance, and overseeing daily operations. The Operations Manager will mentor team members, find ways to increase quality of customer service and implement best practices across all levels. Ultimately, the Operations Manager will be trusted to ensure the franchise operations remain compliant, efficient and profitable.

High-level responsibilities:

• Ensure all operations are carried on in an appropriate, cost-effective way

• Adhere to established operational management systems, processes and best practices

• Plan and oversee daily route efficiencies for truck teams

• Drive strategic and operational objectives

• Examine financial data and use them to improve profitability

• Manage budgets and forecasts

• Understand all business KPI’s and monitor them 

• Help recruit, train and supervise staff

• Ensure staff follows safety regulations

• Oversee truck fleet checks and maintenance 

• Champion ways to increase quality of customer service

1.

Supervise a team of 10-15 Truck Team Members and motivate them to achieve their goals that you have set with the assistance of the franchise’s General Manager and business owner.

2.

Ensure high-quality execution for all jobs; monitoring post-job satisfaction of customers and proactively addressing any issues that arise

3.

Maintain and ensure all information related to sales, estimates, job/truck and other operational details are entered in supporting information systems, ensuring all details are accurate and up-to-date

4

Perform office responsibilities including the purchasing of supplies and maintaining an organized workspace.

5.

Completion of administrative tasks including payroll and payroll expense, invoicing, accounts receivable and accounts payable.

6.

Completion of staffing tasks including recruiting, hiring, training and staff scheduling.

7.

Oversee ground game advertising and drive market growth through guerilla marketing tactics. 

8.

Build & maintain relationships with customers, realtors, property managers and other service companies within companies’ target markets to increase sales and measure the return/effectiveness of these activities

9.

Responsible for the day-to-day operation to ensure employees complete their routes and jobs on schedule.

10.

Be the driving force for same day growth and maximize the opportunities on the schedule to “Win the Day”

11.

Oversee all operational activities at the franchise and ensure the quality of their company's services meet or exceed customer expectations.

12.

Ensure EFAs are met every day and on every job: 

• On-time Service

• Up-Front Rates

• Clean, Shiny Trucks

• Friendly, Uniformed Drivers

13.

Perform daily truck inspections. Ensure trucks are fully outfitted with everything required to provide the services

14..

Review staffing requirements, forecast upcoming needs and hire sufficient staff to meet needs.

15.

Oversee all employee related issues (with the oversight of the General Manager) including interviewing hiring, training ongoing development, promotions and raises, and any needed disciplinary actions. 

16.

Review job schedules and ensure there are sufficient resources to address requirements and efficient scheduling of booked jobs.

17.

Review daily metrics and identify opportunities for efficiency. Share data with management and truck teams

18.

Lead team meetings and fosters a work environment that is “All About People”.

C. Education and Experience – Indicate the minimum level of formal education, training, and directly related experience required to perform the job at a fully proficient level.  

1. Education 

Degree in Business, Operations Management or related field desired, but not required. 

2.  Experience  - Describe previous experience required for the job

Operations Manager will have experience in the different facets critical in small business: sales, marketing, administration, operations and human resources with 2+ year of operations management experience overseeing similar duties as outlined above.

Candidate must have:

• Excellent verbal & written communication skills.

• Strong desire to help others excel and hit goals.

• Valid driver's license (Truck license preferable).

• Background Check compliant.

• Tech savvy.

D.  Skills and Knowledge – Provide details on the skills and knowledge required by the job, including any specific product or process knowledge, or specific technical skills (e.g., HRIS, adult learning facilitation, literacy training, Excel (macros, pivot tables), data entry skills and the level of skill required (e.g., basic level, intermediate level, advanced level).

1.  Current Skills (Required skills for the role currently)

• Proven work experience as Operations Manager, Dispatcher, or similar role

• Knowledge of organizational effectiveness and operations management

• Familiarity with business and financial principles

• Excellent communication skills

• Leadership ability

• Outstanding organizational skills

2.  OPTIONAL: Future Skills/Preferred Skills

• Experience budgeting and forecasting

E.  Management Scope – Indicate (X) whether the job supervises (accountable for scheduling, directing or reviewing work) or manages (formal accountability for people management, performance management, and staffing decisions) as well as level of budget/financial accountability.

1.  People Accountability

Individual Contributor

X

Manages staff

Team Lead

Manages staff through managers and supervisors

X

Supervises staff

2.  Budget/Financial Accountability

X

Has direct budget or financial accountability

X

Accountable for day-to-day budget management (expense and/or capital budgets)

X

Provides input into the development of budgets

Accountable for managing, administering, and controlling the assets, revenue, expenditures, and/or other affairs of the organization