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Operations Manager

ServiceMaster Restore 10189 - San Antonio

Operations Manager

San Antonio, TX
Full Time
Paid
  • Responsibilities

    Operations Manager

    Position Overview

    This is a high impact position within our business, we are seeking a person that has the technical and business experience and will thrive in the culture of our organization. The Operations Manager is responsible to implement the process improvement and practices across the organization as well as ensuring company policies, industry standards, compliance and regulatory requirements are followed. The Operations Manager supervises the Operational Team and ensures operational KPIs, financial and customer experience standards are met. Ultimately, we’ll trust you to help us remain compliant, efficient and profitable during business. The Operations Manager leads and motivates the operations team, finding ways to increase quality of customer experience and implement best practices across all levels.

    Job Responsibilities

    Responsible for the production, procurement, and planning of daily operations

    Ensures timely, compliant and accurate management of work order processes, business information, and licensing management ensuring the company’s processes remain legally compliant

    Participates with owner/CEO in development of operational and business strategies, supporting the CEO or Owner’s vision and process ideals

    Conducts onsite field evaluations for compliance for licensing, vehicle, regulatory, EHS, Safety, DOT, quality and company policies. Escalates opportunities for improvements/corrections directly to ownership.

    Coordinates with sales management team to deliver on commitments to customers. May be involved in the sales process on selected accounts

    Provides direct support to office personnel, technicians, and sales associates regarding customer escalations, technical questions and support, and standard operating procedures.

    Oversees and reviews daily operational and compliance metrics, as well as the escalation, tracking, and resolution of issues

    Supervises production staff members, estimators and claims coordinators

    Influences selection of vendors and manages ongoing vendor relationships

    Approves expenses and purchases of direct reports

    Communicates with all relevant employees to ensure delivery times are met

    Communicating process changes to relevant parties to ensure a successful business

    Coordinates activities that affect operational decisions and business requirements

    Ensuring that health and safety regulations are followed

    Improve operational management systems and processes and provides training for new initiatives and technology launches

    Manages the growth and success of the team, providing guidance to employees

    Managing internal assets of the company such as equipment, materials and supplies

    Monitors KPIs- production quality standards and ensures process safety standards are met

    Plans, schedules, and reviews workload and manpower to make sure targets are being met on a cost-effective basis

    Reviewing workloads and manpower to ensure targets are met. May recruit, train and supervise staff

    Write mitigation and reconstruction estimates using Xactimate

    Communicates conversations and key information on the job using the notes feature in required software

    Estimates using carrier audit standards and manages the estimate based on feedback from client and customer

    Explains drying process and next steps to resolution in person to customers using printed materials as a guide

    Interfaces with adjusters and customers in person, over the phone, and virtually to resolve issues and answer questions about the loss

    Perform quality assurance inspections after completion and obtain customer signatures for approval, requests payments when necessary.

    Job Requirements

    Ability to read, analyze and interpret general business processes as well as federal, state, and local rules and regulations and successfully apply and provide support in efforts to comply with regulations and process improvement initiatives

    Ability to effectively present training and/or information, respond to questions from groups of managers, employees, customers, and clients verbally and/or in writing

    Valid driver's license and a satisfactory driving record

    Skilled in using computers or necessary technology to include Microsoft Office products such as Word, Excel, Outlook, PowerPoint

    Experienced using Xactimate and XactAnalysis, utilizing reports to improve operations

    3-5 years experience as a sales or service manager or corporate support function preferred

    Ability to work closely with, influence, and hold senior leaders accountable to resolving issues or capitalizing on opportunities

    Ability to engage and motivate others to drive results

    Ability to manage time and workload effectively

    Ability to work in a team environment

    Excellent problem solving and communication skills, written and verbal

    Experience budgeting and forecasting

    Experience in Negotiating with suppliers/sub-contractors/vendors

    Familiarity with business and financial principles

    Knowledge of organizational improvement and operations management

    Strong Leadership- Proven ability and work experience as Operations Manager or similar role

    Outstanding organizational skills

    Understanding of consumer psychology, organizational behavior and knowledge of the restoration industry

    Working on-call schedule is required

    Certifications preferred:

    ASD – Applied Structural Drying Technician

    FSRT – Fire & Smoke Restoration Technician

    OCT – Odor Control Technician

    WRT – Water Damage Restoration Technician

    Physical Demands and Working Conditions

    The physical demands are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Incumbent must be prepared to:

    Move up to 70 pounds often, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.

    Stand and walk for extended periods of time. Lifting, squatting, crawling and crouching is required.

    Express or exchange ideas with others and receive and act on detailed information given.

    For safety reasons, respirators, which are used in certain situations, must be able to seal to your face.

    Be exposed to various inside and outside working conditions: The change of environment such as with or without air conditioning and heating.

    Disclaimer

    The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This Job Description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.

    This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to The ServiceMaster Company, LLC.