Director of Operations

Job Details Level Management Job Location DC - Beltsville, MD Remote Type N/A Position Type Full Time Education Level 4 Year Degree Salary Range Undisclosed Travel Percentage Up to 25% Job Shift Any Job Category Management Description The position is responsible for managing, directing and overseeing the delivery of services to clients, employees and administrative services mission of the branch to ensure client satisfaction. Accountabilities include, but not limited to, collaborating, and strategizing with Sales; coordinate operational resources daily to ensure service delivery meets and exceeds the client's 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. Develop 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 adjustments to delivery and frequency of services to be an asset to the client in collaboration with the sales team. ACCOUNTABILITIES AND RESPONSIBILITIES Oversee service delivery, scheduling of service and quality assurance of work performed Recommend service to address unidentified issues and create a strong working relationship with the client, operations and sales team Responsible for meeting the branch gross profit goal and tracking and managing profits and losses by controlling labor, purchasing and utilization of expenditures Collaborate, partner and support the Sales team's initiatives Ensure all work is completed per work order instructions and ensure work orders are then completed with all proper time, pictures and notes captured Inspect job sites to ensure the quality of work exceeds the customer's expectations Ensure jobs meet financial goals and budgeted hours set forth Foster a consistent flow of communication with clients, employees, and management Ensure nightly report is submitted by 4am every day Take pro-active and creative approaches in resolving operational challenges Maintain a safe work environment for operational team and clients Understand and accurately perform all restorative and maintenance methods for carpet, upholstery, fabric, leather, hard surfaces including but not limited to wood, VCT, resilient flooring, ceramic, porcelain and stone. Solid understanding of coatings Understand and accurately performs water damage restoration Monitor care, cleanliness and preventative maintenance of equipment and vehicles Responsible for the implementation of training and orientation for technicians; promote positive goals with team leads and technicians Learn, teach, and implement new services and procedures to the operational team Motivate, mentor, train, coach and develop supervisors, team leads and technicians on all services, clients and professional skills Adhere to operational objectives by aligning individual goals and tasks to the Company's strategic plan Develop and enhance knowledge of the client's facilities to became an asset and to create and maintain a long-term partnership Maintain professional and technical knowledge by reviewing professional publications; establishing personal network; participating in professional societies and attending professional development workshops Follow rules, policies, regulations as outlined in company handbook Communicate issues, concerns and questions to supervisor EXPECTED RESULTS Effectively manage operations team and ensure client satisfaction through outstanding service delivery and by providing quality work on a consistent basis Consistently working and collaborating with the Sales team Meet and exceed gross profit goals Subject Matter Expert of major accounts; extensive knowledge of all aspects of facilities 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 operations and with the Sales team Adherence to all policies and procedures Qualifications EDUCATIONAL REQUIREMENTS Bachelor's Degree in Business Management, Marketing or related field required IICRC Certification in Carpet, Upholstery, Hard Floors and Water Restoration a plus EXPERIENCE REQUIREMENTS 6 - 8 years' experience in customer service and managing dynamic teams required 3 - 6 years' experience in supervising, staffing, scheduling, dispatching and routing required Demonstrated knowledge of operational strategies, principles and practices required Knowledge of establishing and adjusting labor force by monitoring costs, budgeted hours and branch workload Demonstrated knowledge of financials and how to run a financially sound business, i.e. direct labor, materials, in direct, overtime, etc. Proficient skills in Microsoft Office suite required Professional personal presentation Possess problem-solving, organizational and team working skills Ability to coach, mentor and develop subordinates required 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 schedule to meet business needs

Created: 2024-11-05