Operations Manager
2 months ago
Level
Management
Job Location
Arizona - Phoenix, AZ
Position Type
Full Time
Education Level
4 Year Degree
Travel Percentage
Negligible
Job Shift
Any
Job Category
Management
Description
The position is responsible for supporting the mission of the branch to ensure operational execution and client satisfaction. The position will be Required to work the night shift. Accountabilities include, but not limited to, provide direct to clients restoration and maintenance services to a variety of clients on a nightly basis; coordinate operational resources daily to ensure service delivery meets and exceeds the clients expectations; conducting site inspections; ensuring individual tasks are aligned with the team's strategic goals; supporting the branch's financial goals; provide feedback and solutions by monitoring daily activities of the operations team. Develops skills and knowledge of all restoration and maintenance services provided; collaborates and communicates with the operations team on a consistent basis to ensure the client's needs and requests are met; and recommends adjusts to delivery and frequency of services to be an asset to the client.
ACCOUNTABILITIES AND RESPONSIBILITIES
- Delivery and oversee the assurance of quality of work being performed during all shifts. Inspects job sites to assure the quality of work exceeds the customer's set expectations
- Will be required to conduct the actually service delivery of the services we offer and or requested by the client
- Ensures all work is completed per work order instructions and ensures work orders are then completed with all proper time and notes captured
- Ensures all jobs met the financial goals set forth. Ensures all scheduled jobs come in at budgeted hours or better
- Fosters a consistent flow of communication with clients, employees, and management. Ensures nightly supervisor report is submitted by 4am every day
- Maintains the ability to take pro-active and creative approaches in resolving any operational challenges
- Responsible for maintaining a safe work area including the use of caution signs and barriers
- Follow rules, policies, regulations as outlined in company handbook
- Understands and accurately performs all cleaning (restorative and maintenance) methods for carpet, upholstery, fabric and leather
- Understands and accurately performs cleaning (restorative and maintenance) methods for hard surfaces including but not limited to wood, VCT, resilient flooring, ceramic, porcelain and stone.
- Solid understanding of coatings
- Understands and accurately performs water damage restoration
- Responsible for care and cleanliness and preventative maintenance of cleaning equipment and vehicles
- Responsible for the implementation of training and orientation for the technicians; promotes positive goals with the team and utilizes their accomplishments as motivation
- Learn, teach, and implement new services and procedures into the operation of the company
- Mentor, train, coach and develop supervisors, team leads and technicians on all services, clients and professional skills
- Responsible for ensuring the client's needs are addressed with the appropriate services; recommends additional services to address unidentified issues
- Creates a strong working relationship with the client, operational team and branch management team
- Adheres to operational objectives by aligning individual goals and tasks to the Company's strategic plan
- Develops and enhances knowledge of the client's facilities to became an asset and to create and maintain a long-term partnership
- Builds a solid leadership approach to lead the operations team
- Maintains professional and technical knowledge establishing personal network; participating in professional societies and attending professional development workshops
- Communicate issues, concerns and questions to supervisor
- ffectively manage operations team and ensure client satisfaction through outstanding service delivery and by providing quality work on a consistent basis
- Subject Matter Expert of the major account; extensive knowledge of all aspects of the campus to address the client's needs and identify issues for the client
- Timely and effective resolution of clients issues and accurate reporting of all worked performed on a nightly basis
- Ensure all jobs are completed on time, to client expectations and to budget; minimize or eliminate redo's
- Continuously mentor, coach, counsel and develop the operations team to increase their technical and professional acumen
- Consistently monitor strategic plan and make necessary adjustments to achieve company goals and financial objectives
- Ensure consistent and accurate communication within the operations team
- Adherence to all policies and procedures
EDUCATIONAL REQUIREMENTS
- Bachelor's Degree in Business Management, Marketing or related field
- IICRC Certification in Carpet, Upholstery, Hard Floors and Water Restoration highly desired
- 5+ years' experience in supervising, staffing, scheduling, dispatching and routing required
- Carpet cleaning, furniture clean and or floor care experience Highly desired
- Demonstrated knowledge of operational strategies, principles and practices
- Knowledge of establishing and adjusting labor force by monitoring costs, budgeted hours and branch workload
- Proficient skills in Microsoft Office suite required
- Professional personal presentation
- Possess problem-solving, organizational and team working skills
- Ability to adapt leadership approach to adhere to the strategic plan to achieve gross-profit and financial goals
- Ability to work under pressure, handle changing priorities, manage staff and achieve desired objectives while meeting deadlines
- Ability to communicate verbally and in writing to achieve desired contractual objectives
- Ability to adjust scheduled to meet business needs
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