Director of Operations

**Company Background**

1-800-GOT-JUNK? is a franchise-based, full-service junk removal company dedicated to helping people reclaim the space in their homes and businesses. A pioneer of professional junk removal, 1-800-GOT-JUNK? has set the standard for exceptional customer service. Environmental sustainability is important to us. 1-800-GOT-JUNK? has been recognized as the workplace of choice through numerous awards, including Best Place to Work and 50 Most Engaged Workplaces. We are an equal opportunity employer that offers a fantastic culture that is “All About People”, and where personal and professional wins are celebrated.

**Overview**

The Director of Operations is to build and sustain a leadership and culture that delivers business results efficiently and cost-effectively to achieve excellent customer service. This position is responsible for creating a high-performance work environment to accomplish the goals/objectives/operational metrics. Demonstrating and fostering a team focused on leadership, coaching, development, communication, labor management, process improvement, and strategic planning are also critical in this role.

**Accountability Metrics**
- **Customer Reviews**:Aligned with your "Customer Obsessed" value, this measures how satisfied customers are with our services.
- **Productivity - **Jobs Per Employee Tracking productivity metrics like jobs completed per employee per day/week/month that help identify training needs, process inefficiencies, or staffing gaps that impact your ability to "Get it Done."
- **On-Time Delivery Rate**: For a junk removal business, promptness and reliability are essential. Tracking the percentage of jobs completed within the scheduled service window allows you to assess operationalefficiency, and customer satisfaction, with safety**.**
- **Employee Retention Rate**:In line with your "Team Player" value, monitoring employee turnover is crucial. High retention rates indicate an engaged workforce, reducing costs associated with hiring and training new staff.

**Key Responsibilities**
- **Operations Management**:
○ Oversee day-to-day operations including staff scheduling, route planning, truck maintenance, and inventory management.

○ Analyze operational data and metrics to identify areas for enhancement and implement process improvements.

○ Ensure compliance with all relevant regulations, policies, and safety protocols.

○ Coordinate with other departments (Sales, Customer Service, etc.) to align operational strategies.
- **Team Leadership**:
○ Foster a collaborative team environment that upholds our "Team Player" value.

○ Provide guidance, coaching, and professional development opportunities to operations staff.

○ Conduct performance reviews and implement recognition and incentive programs.

○ Exemplify transparency by maintaining open communication and sharing key information.
- **Customer Experience**:
○ Consistently deliver exceptional customer service in adherence with our "Customer Obsessed" value.

○ Monitor and respond to customer feedback, concerns, and complaints in a timely manner.

○ Identify opportunities to enhance the customer journey and implement improvements.

○ Ensure all customer-facing staff receive proper training on service standards.

**Strategic Planning**:

- Develop and execute operational plans aligned with organizational goals and our "Goal Orientated" approach.
- Analyze industry trends, market conditions, and competitor activities to inform strategic decisions.
- Establish and monitor key performance indicators (KPIs) to measure operational success.
- Manage the operations budget and control costs while maintaining service quality.

**Qualifications**:

- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Minimum of 5 years of experience in operations management, preferably in the service industry.
- Proven ability to lead and motivate teams while fostering a positive work culture.
- Excellent problem-solving, decision-making, and analytical skills.
- Proficiency in operations management software and data analysis tools.
- Strong leadership qualities with a focus on collaboration and team building.

**Our Core Values**:

- Team Player - We’re stronger together and always have each other's back
- Transparency - We keep it real
- Customer Obsessed - We ask questions, listen and genuinely care about our customers

Goal Orientated - We set our sights high and get it done

Pay: $120,000.00 per year

**Benefits**:

- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- Monday to Friday

Work Location: In person