Job Description
The Operations Manager (OM) is responsible for the performance of service partners, the satisfaction of clients, and the overall well-being of their assigned business portfolio. The OM will specialize in rapid, thorough, and accurate communication with both location-level management and corporate facilities leaders (the client). The OM will work with the Account Managers, in their region to drive performance in line with the client's scope of work (SOW) and drive a growing partnership between regional operations and the service partner network.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
- Manages service partner performance in line with Scope of Work (SOW) and Clients Service Level Agreement (SLAs).
- Review work orders and inspections, with an emphasis on finding out of scope areas of opportunity and ensuring contracted work is being performed to meet our contractual obligations.
- Develop rapport with location managers and corporate facilities managers by frequent communication. Builds relationships and nurtures them over time.
- Utilization of all CASE technology tools (Salesforce, CASE APP, NetSuite, etc.) to manage business on a daily basis.
- Work with Regional Director to develop and execute pre-season, in-season, and post-season plans.
- Manage sourcing of sites for all lines of service within a given geography.
- Identify when a site has unique needs that may require various equipment allocations from Service Partners.
- Manage Service Partners during snow season and during landscape season to ensure on-time service within assigned geographic area of responsibility.
- Develop and maintain long-term relationships with Service Partners and Customers.
- Oversee the questions and solutions regarding the Service Partner payments.
- Solve any issues with Service Partners' non-performance and manage completion of customer escalations or concerns.
- Become proficient in learning market rate pricing for exterior maintenance jobs, materials, fees, etc.
- Be a subject matter expert (SME) in our platform and proprietary App.
- Ensures validations of services are being completed on time and correctly.
- Connectedness and availability via phone /email/text for escalations and ongoing operational needs.
- Work with Partner Relations dept as needed in geographic area to support ongoing procurement and compliance needs of service partners in region.
Competencies
- Leadership: ability to drive performance and promote healthy work culture simultaneously.
- Landscape, snow, or exterior facilities maintenance experience is preferred.
- Proficient with technology; Microsoft Office, Salesforce, Service Channel, Corrigo, etc.
- Account Management experience, Customer Service experience preferred.
- Strong desire to work in a team environment and Lead from the front.
- Performance management oriented with a great level of attention to detail.
- Analytical with a methodical approach to problem-solving.
- Ability to influence others and manage conflict with a methodical problem-solving approach.
- Possess a strong sense of urgency and ability to make fact-based decisions under pressure.
- Understanding of business profitability.
Supervisory Responsibility
This position supervises a team of Account Managers and works directly for the Regional Director of Operations.
Work Environment
This job operates in an office environment. This role uses standard office equipment such as computers, phones, photocopiers/printers and filing cabinets.
Physical Demands / Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit, stand, or walk for an extended period; use hands to type, handle, or feel; and reach with hands and arms. The Operation Manager must be able to bend, kneel, crawl and squat. This role must also be able to lift/carry/push/pull up to 100 lbs.
Position Type / Expected Hours of Work
This is a full-time, salaried position, working 40+ hours Monday - Friday. During weather events, or other peak periods the Operations Manager works extended hours as needed during weekdays, weekends, nights, and holidays. OM is expected to manage the business and help achieve the deliverables associated with the region.
Travel
This position does not require frequent travel. Occasional travel to company HQ in N. Attleboro, MA or other occasional regional team building travel is possible.
Required Education and Experience
- 1-3 years of project management experience in a customer driven role.
- Associate or bachelor’s degree preferred.
Other Duties as Assigned
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Equal Employment Opportunity
Case FMS/LFXPM provides equal employment opportunity to all qualified persons without regard to race, creed, sex, color, religious belief, sexual orientation, age, national origin, ancestry, physical or mental disability, or veteran status.
Job Types: Full-time, Permanent
Pay: From $70,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- On call
- Overtime
- Weekends as needed
Education:
- Bachelor's Degree (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person