Operations Manager

Overview

The Operations Manager (OM) will lead and develop a branch location, driving growth, operational efficiency, and customer satisfaction. This role is accountable for ensuring seamless service delivery, achieving financial targets, and managing the branch’s Operational Income Statement.

• Prioritize Safety:
  Foster a safety-first culture where every action, every day, ensures the well-being of all associates.
• Deliver Exceptional Service:
  Uphold our “Weigh Better” brand promise by consistently exceeding customer expectations so customers trust that “Confidence Starts Here.”
• Develop Talent:
  Empower and engage team members by fostering continuous personal and professional growth. Implement targeted training, mentorship, and retention strategies to enhance skills, boost career development, and cultivate long-term commitment to the company.
• Drive Financial Performance:
  Achieve or surpass goals for Service Revenue, Net Income, and Service Agreements, while managing the branch’s financial health.
• Optimize Resources:
  Ensure the right people and parts are available at the right time to deliver maximum value to our customers’ operations.
• Essential Job Functions:
  
  Do what it takes—achieve daily success with all field operations that translate to business performance and growth as seen in branch level key performance indicators (KPIs).
• Ensure safety is the first and most critical priority in all activities; this includes both Carlton Scale and customer specific requirements; aim for no recordable safety events; demonstrate ongoing leadership and active participation with all Safety initiatives.
• Manage all Service & Administrative staff for the assigned branch; ensure compliance with all required policies and procedures.
• Understand all business requirements of a branch and be able to fill in wherever needed to support emergencies for any role.
• Drive incremental Service Agreement (SA) growth for the territory.
• Demonstrate Income Statement knowledge and management to support standard work and action planning to increase branch profitability over time; branch-level analysis must lead to root cause analysis and action plan execution.
• All scorecard metrics are better than plan (Rev, GP, OpEx, Income from Ops, Monthly Financials, etc.); KPIs will develop and be refined over time.
• Achieve annual growth targets for each branch to support 2x7 plan (no less than 10% growth by branch per year for Service Revenue & Service Net Income).
• Customers First:
  Ensure control of core business performance; no missed PMs; no lost customers (where we can control and influence).
• Strive to provide excellent customer service, no letters to corporate, fines, violations.
• Ongoing risk management to ensure we can consistently deliver services sold.
• Develop & Execute Territory Plans to demonstrate consistent, objective performance.
• Ensure monthly Service Account Management best practices are executed; strong collaboration with sales is required.
• Demonstrate strong and consistent funnel management practices with standard work, in partnership with Sales; prioritize time to grow business.
• Proactive installation planning to ensure seamless equipment installations.
• Best Team Wins:
  Ensure we have the right balance and mix of skilled, qualified Service Technicians and Administrative Professionals to meet current and future business needs.
• Responsible for growth and development of technicians and branch associates; show year-over-year improvements in knowledge, skills, and abilities.
• Actively engage and provide branch-level leadership and collaboration to the ongoing training and development program; promote openness and positive collaboration.
• Leadership and facilitation of Performance for Growth (P4G) process with the team.
• Lead by example with interpersonal and communication skills.
• Manage priorities and demonstrate effective delegation to support growth of technicians and to allocate time to strategic priorities.
• Build relationships to enable close partnerships with Sales; avoid an us-versus-them mindset.
• Take full ownership of all workflow processes that connect to your branch.
• Lean Implementation: provide leadership of continuous improvement…