Now Hiring - Territory Manager in Powell, TN

Operations Manager Position Description

Job Title: Operations Manager Status: Exempt

Department/Group: Operations Travel Required: Yes

Position Reports to: GM Position Type: Full-Time

Salaried / Hourly: Salaried w/ OTE Variable

Reporting Positions: Lead Technician(s), Service Technician(s), CSR(s), Rug Shop Manager, Sales

Approved By: Jared Reeves Date: 10/16/20

Updated By: John Murphy Date: 10/16/20

Position Summary / Purpose
Facilitate the timely and profitable delivery of all services while maintaining company standards for quality and customer satisfaction. Effectively manage the Operations function of the business which includes: staffing, training, production, development, documentation of work performed, inventory control, equipment purchases and maintenance.

Help close and retain customers by promptly responding to requests for estimates. Assist in maintaining market leadership by exceeding established standards for production through staff development and business process improvement.

Manage daily office operations including customer interface and problem resolution for customers, retention assurance purposes, and general customer service.

Provide support to management in the form of orchestration of administrative functions. Oversee basic bookkeeping functions including invoicing, payroll, accounts receivable, and accounts payable.

Help retain customers by providing emotional gratification through follow up contact with them and through the accurate transcription of customer information.

Principle Duties and Responsibilities

• Create repeat customers by exceeding their expectations for quality cleaning services
• Exceed company targets for client / customer satisfaction
• Exceed company targets for COGS and Direct Labor cost performance
• Maintain production capacity through adequate staffing, equipment and supplies management
• Assist in the annual Operations budget as part of the business planning process

Operations Manager Position Description

• Maintain efficient and accurate flow of production documentation from the field to administration
• Development of strategic goals and business objectives for the Operations function
• Track the financial, and overall, performance of individuals, jobs and production departments
• Maintain appropriate inventory of production supplies and materials
• Schedule and oversee maintenance and repairs to all production equipment and vehicles
• Facilitate the smooth transition of management succession within the Operations function through assessment, training and development of the operations staff
• Provide seamless implementation of appropriate new technology as it pertains to the delivery of services
• Effectively train production staff to meet division goals for quality, profitability and customer satisfaction
• Confirm job contracts and oversee job estimates
• Assist in interviewing, hiring, training and discharging Service Technicians
• Monitor production efficiencies and payroll
• Review job costing on completed work
• Develop list of materials and equipment needed for projects
• Communicate with customers
• Maintain project files
• Overflow on incoming calls, as well as client visits.
• In-office customer retention efforts
• Quality Control Calls
• Scheduling and Dispatching Crews
• Review work orders for accuracy
• Direct and coordinate all aspects of the company administrative and bookkeeping functions
• Supervise administrative and bookkeeping positions, clearly communicating responsibilities and expectations, job performance. Arrange appropriate training and development as needed
• Accurately confirm invoiced and completed work
• Data entry using company approved computer software
• Collect Accounts Receivable
• Prepare bank deposits
• Prepare and deliver documents to collection agency for liens, collections and small claims processing
• Oversee and complete financial activities such as Accounts Receivable, Invoicing, Accounts

Payable and Payroll functions.

• Administer all employee benefit programs, maintain and update employee files and interface with payroll process as needed

Operations Manager Position Description

• Develop safety programs and policies that comply with all federal (e.g. OSHA), state and local regulations and are implemented consistently through the business. Maintain and update the organization’s Safety Manual

• Ensure that all client account inquiries are responded to in a timely and professional manner
• Develop and post ads for all hiring of employees
• Support all company functions in recruiting and hiring new employees including: Screening resume’s and applications, sending questionnaires, conducting phone or in-person interviews, conduct pre-employment testing and background checks and executing new hire orientation

• Coordinate and assist with all terminations, layoffs and leaves of absence
• Establish relevant policies and procedures for, and assist managers in timely execution of, performance assessment, employee development plans and training programs
• Submit and track all Worker’s Compensation claims and related compliance requirements

Additional Duties and Responsibilities

• Develop and maintain resource information on products, vendors, and subcontractors
• Attend and assist in conducting company meetings
• Network with executives in similar position
• Attend trade shows and industry organization events as required
• Participate in community organizations
• Maintaining office cleanliness and supplies
• Assist managers and employees with performance and discipline issues as needed
• Support continuous improvement in all company processes and procedures
• Basic office machine maintenance
• Coordinate technology resources for the company (cell phones, computers, tablets, printers)
• Operate standard office equipment (printer, 10 key calculator, computers, tablets, phones)
• Make deliveries to and from Post Office

Decision Rights and Authority

• Close jobs by obtaining customer agreement to the defined project scope and cost
• Hiring and discharge of operations personnel
• Development of strategic goals and objectives related to the operations function
• Purchases within the budget established in the strategic plan.
• Determine the criteria and performance level that is used in the selection and evaluation of subcontractors authorized to work on company projects

Operations Manager Position Description

• Schedule vehicle and equipment maintenance within established budget
• Scheduling appointments and assigning tasks for all staff.
• Managing time off requests for all staff.
• Prepare annual budget for administration department
• Source and purchase all standard office supplies, manage inventory levels of supplies and determine vendors
• Development of strategic goals and objectives related to the administrative and accounting function

Working Relationships and Scope

• Purchase of all equipment, maintenance, supplies and other expenses more than $ _1,000_ will be authorized in advance by the GM.

• Clear understanding of, and effective communication with, the Sales and Marketing function to insure consistency of company capabilities and capacity with marketing and sales strategies and target markets.

• Maintain strong working relationships with appropriate insurance industry, trade association, training provider, supplier and community contacts.

• Provide support to other departments by assisting with development of presentations or other formal written materials, coordinate activities associated with organizing events conducted or sponsored by the company and assist with the development of new policies and procedures

• Work with managers responsible for all company functions to support personnel planning related to capacity and hiring, discipline and terminations, retirements or extended absences and training and development

• Maintain strong working relationships with appropriate insurance industry, trade association, training provider, supplier and community contacts

• Participate in weekly staff meetings and regularly scheduled management meetings

Performance Competencies

• Integrity – Iron clad. Does not cut corners. Puts the interests of the business above self. Earns trust of co-workers. Intellectually honest, doesn’t play games.
• Oral Communication – the individual speaks clearly and persuasively in positive or negative situations. Effective in one-on-one, small and large group situations. Adaptable and able to think on his/her feet.

• Written Communication – Writes clear, precise, well organized letters, proposals and emails.

The individual edits work for spelling and grammar and is able to read and interpret written information. Uses appropriate vocabulary and grammar.

Operations Manager Position Description

• Team Building – Achieves cohesion and effective team spirit with subordinates. Sustains a climate characterized by open, honest relationships where differences are constructively addressed rather than ignored, suppressed or denied.

• Planning & Organizing – Participates in setting the strategic direction for the organization, understands the implications for the Operations functions and fit with the other departments.

Coordinates plans with other managers and executives.

• Constructive Confrontation - Has the ability to solicit process and integrate inputs and ideas from subordinates, peers and executives. Recognizes areas of conflict or disagreement and deals with them through open and honest dialogue. Effectively provides feedback

• Excellence – Sets high, “stretch”, standards of performance for themselves and their organization. Demonstrates low tolerance for mediocrity. Encourages individual initiative.

• Coaching – Actively and successfully trains people for their current assignments. Coaches and develops employees for promotion into positions in which they succeed. A people builder.

• Adaptability – the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent changes, delays or unexpected events.

• Dependability – the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

• Safety and Security – the individual observes safety and security procedures and uses equipment and materials properly.

• Technology – the individual uses typical communication devices to effectively speed communication and appropriately utilizes company-approved estimating, customer contact management and standard word processing and spreadsheet software tools to enhance efficiency and accuracy of work performed.

• Independent / Takes Initiative – Takes calculated risks with favorable outcomes. Although committed to the team, is willing to take an independent stand. Initiates projects.

• Accounting & Bookkeeping – Experience using bookkeeping software such as QuickBooks,

Great Plains or Peachtree. Clear understanding of accounting principles.

• Sound Judgment and Decision Making – Demonstrates consistent logic, rationality and objectivity in decision making. Driven by the financial well being of the business and its stakeholders

• Money Management – Demonstrates sound fiscal habits. Employs a disciplined approach to spending. Tracks expenditures. Works from a budget.

Qualifications - Knowledge, Skills and Abilities

• Education and Experience

Bachelor’s degree in business or related field, or a high school diploma or general education degree (GED) plus five (5) to seven (7) years of related experience and/or training or equivalent combination of education and experience. Minimum of five (5) years experience managing other managers. Broad business experience across multiple functions: Sales, Operations, Admin,

Operations Manager Position Description

Accounting, HR.

• Financial Reports and Documents

Understands content of financial reports: Profit & Loss, Balance Sheet and Cash Flow.
Able to interpret results and translate into focused actions and performance tracking through
Key Performance Indicators (KPIs) in appropriate areas.

• Constructive Confrontation

Has the ability to solicit, process and integrate inputs and ideas from subordinates, peers and executives. Recognizes areas of conflict or disagreement and deals with them through open and honest dialogue. Effectively provides feedback.

• Strategic skills

Comprehends the “big picture”. Determines opportunities and threats. Is comfortable contributing to the strategic plan and future direction for the organization.

• Listening skills

Effective in receiving feedback and input from employees and customers, probing for additional information or unspoken issues and providing timely response.

• Mathematical skills

Ability to compute rate, ratio and percentages and to interpret financial reports and analyze performance against business plans and industry benchmarks.

• Computer skills

Demonstrates proficiency in the use of computers and computer software, especially MS Office,
Word and Excel.

• Certificates, Licenses and Registrations

None required for this position

Physical Demands
The physical demands described below are representa4ve of those that must be met to successfully perform the essen4al func4ons of this job. Reasonable accommoda4ons may be made to enable individuals with disabili4es to perform the essen4al func4ons.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Working Conditions – Operations Manager

• The work of this position is predominantly carried out in an office, shop or job site environment.

Daily exposure to the shop where vehicles and equipment are housed and maintained is expected.

• Noise level in the work environment is moderate to high

This position description in no way states or implies that these are the only du(es to be performed. You will be expected to follow any additional job-related instructions and to perform additional job-related du(es as requested by your supervisor.

Job Type: Full-time

Pay: $39,000.00 - $62,000.00 per year

Benefits:

• Health insurance

Schedule:

• 8 hour shift
• On call

Supplemental pay types:

• Bonus pay

Education:

• Bachelor's (Preferred)

Work Location: In person