Branch Operations Manager

About the role

A Branch Operations Manager oversees the daily operations of a branch, ensuring efficiency, customer satisfaction, and regulatory compliance. They are responsible for managing staff, implementing operational policies, and achieving performance goals. Their role also includes monitoring performance metrics, identifying areas for improvement, and contributing to the overall success of the branch and the organization.

Core Responsibilities

Operational Management

• Oversee daily branch execution and operations, ensuring timely and quality service delivery.
• Ensure a safe workplace by providing ongoing training and adherence to company policies.
• Prepare composite reports from individual reports of subordinates.
• Translate district-level goals into daily priorities at the branch level, ensuring alignment and focus.
• Supervise technician teams and handle local issue resolution.
• Lead daily huddles to surface field-level issues and reinforce coaching provided by District Manager.

Staff Management

• Manage and lead branch staff, including hiring, training, performance evaluations, and development.
• Recruit, interview, and select personnel needed to efficiently staff the service function.
• Evaluate performance, make salary recommendations, and administer disciplinary actions consistent with company policy.
• Plan and conduct new hire and ongoing training for service personnel in customer service skills, technical skills, safety policies, and procedures.

Customer Service

• Serve as the face of the branch for customers, ensuring high levels of customer satisfaction through efficient service delivery and addressing customer inquiries and issues.
• Ensure branch-level processes enable positive customer relationships and that employees engage with customers appropriately in communication and content.
• Coach and develop lawn specialists and trainees.
• Work with other managers to identify ways to reduce customer cancellations.
• Set customer context for the team and assist in preparing required materials and presentations for customer interactions.

Compliance

• Ensure adherence to company policies, as well as federal, state, and local regulations.
• Monitor and ensure proper licensing of production staff.

Financial Management

• Manage budgets, forecasts, and financial performance metrics for the branch.

Performance Analysis

• Analyze operational data to identify trends, challenges, and opportunities for improvement.

Strategic Implementation

• Develop and implement operational strategies to drive efficiency and optimize branch performance.

Team Leadership

• Foster a positive branch culture, promote employee engagement, and drive team success.
• Monitor and positively impact Associate Engagement and Culture Initiatives.

Process Improvement

• Identify and recommend process improvements to enhance efficiency and profitability.
• Examine associate work for accuracy, neatness, and conformance to best practices, company policies, and procedures.

Competencies

• Leadership and Management: Strong leadership skills to effectively manage and motivate a team.
• Operational Expertise: A thorough understanding of branch operations and business processes.
• Customer Service: Excellent customer service skills and a commitment to providing a positive customer experience.
• Communication Skills: Strong verbal and written communication skills.
• Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions.
• Financial Acumen: Understanding of financial management principles and budgeting.
• Problem-Solving: Ability to identify and resolve operational issues and challenges.
• Compliance Knowledge: Familiarity with relevant regulations and compliance requirements.
• Adaptability: Ability to adapt to changing business needs and implement new strategies.

Requirements

• Associate’s degree in a business-related discipline and two (2) or more years of related experience in lawn/horticulture/agronomy/lawn care services required, or an equivalent combination of education and experience.
• 2+ years of supervisory management experience required.
• Valid, permanent driver’s license from state of residence.
• Must be 21 years of age by date of hire.

Success Factors

Leadership and Team Management

• Guide, mentor, and inspire branch associates and Service Managers to achieve goals and foster a culture of success.
• Recruit talented individuals, foster collaboration, and promote a positive work environment.

Operational Excellence

• Identify and eliminate inefficiencies and bottlenecks in workflows to improve productivity and quality.
• Utilize systems and tools to optimize operations and track performance.
• Ensure adherence to company policies, industry regulations, and identify and mitigate potential risks.

Customer Service Focus

• Ensure associates/managers provide a positive customer experience, promptly resolving issues, building strong relationships, and driving customer retention.
• Understand customer needs using resource-generated feedback to personalize service and product offerings.

Strategic Thinking and Decision Making

• Set clear objectives for associates/managers by defining measurable goals for the branch and aligning them with the company's overall strategy.
• Analyze operational and financial data to identify trends, opportunities for improvement, and inform strategic decisions.
• Respond to changes in the market, industry, and/or customers and overcome challenges.

Communication and Interpersonal Skills

• Effectively convey objectives and strategies, provide feedback, and create a collaborative and inclusive work environment.
• Address conflicts promptly and professionally to maintain positive relationships and a healthy work environment.
• Foster strong relationships with associates, ops leadership, and customers.

Key Metrics

• Service completion rate
• On-time service rate
• Branch NPS
• Daily route efficiency
• Safety and compliance metrics
• Financial targets (e.g., meet daily revenue goals, minimize service rework, reduce overtime)
• Daily productivity metrics (e.g., stops/hour)

Key Capabilities

• Individual and team management and scheduling optimization
• Frontline leadership
• Service quality control
• Issue resolution
• Team coordination across technicians, scheduling, and customer service to deliver consistent outcomes
• Customer interaction and service delivery discipline
• Service quality and punctuality
• Ownership of daily schedules, technician dispatching, and local team assignments
• Technician supervision and minor purchases
• Influence on branch hiring recommendations
• Input on customer satisfaction programs, local marketing activities, and process improvements
• Ability to speak, read, and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.

Pay

$75,217.00 - $125,360.00

This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by local law.

Benefits

• Medical/Dental/Vision insurance
• Company-matching 401(k)
• Other programs and perks