Branch Operations Manager (Champaign)

Core Responsibilities

• Operational Management: Overseeing daily branch execution and operations, ensuring timely and quality service delivery.
• Ensures a safe workplace by ongoing training and adherence to company policies.
• Prepares composite reports from individual reports of subordinates.
• Translates 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

• Managing and leading branch staff, including hiring, training, performance evaluations, and development.
• Recruits, interviews, and selects personnel needed to efficiently staff the service function.
• Evaluates performance, makes salary recommendations, and administers disciplinary actions consistent with company policy.
• Plan and conduct new hire and on-going 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.
• Ensures branch-level processes enable positive customer relationships, and that employees engaging with customers are doing so in an appropriate way from a communication and content standpoint.
• Coaches and develops lawn specialists and trainees.
• Works with other managers to identify ways to reduce customer cancellations.

Compliance

• Ensuring adherence to company policies, as well as federal, state, and local regulations.
• Makes sure production staff have proper licenses.

Financial Management

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

Performance Analysis

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

Strategic Implementation

• Develops and implements operational strategies to drive efficiency and optimize branch performance.

Team Leadership

• Fosters a positive branch culture, promotes employee engagement, and drives team success.
• Maintains Associate Engagement and Culture Initiatives.

Process Improvement

• Identifies and recommends process improvements to enhance efficiency and profitability.
• Examines associate work for accuracy, neatness, and conformance to best practices as well as company policies and procedures.

Requirements

• Achieve service completion rate, on-time service rate, and branch NPS.
• Ensure daily route efficiency and safety and compliance metrics.
• Meet daily revenue goals, minimize service rework, and reduce overtime.
• Track daily productivity metrics (e.g., stops/hour).

Success Factors

• Guiding, mentoring, and inspiring the branch associates and Service Managers to achieve goals and foster a culture of success.
• Identify and eliminate inefficiencies and bottlenecks in workflows to improve productivity and quality.
• Ensure adherence to company policies, industry regulations, and identifying and mitigating potential risks.
• Ensure associates/managers provide a positive customer experience, promptly resolving issues, building strong relationships, and driving customer retention.
• Understand customer needs by using resource generated feedback to personalize service and product offerings.
• 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.
• 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.

Pay Ranges

$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.

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.

In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position. We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.