District Operations Manager - Refill

Primo Brands is a leading branded beverage company in North America focused on healthy hydration. Our portfolio includes iconic brands like Poland Spring®, Pure Life®, Saratoga®, Mountain Valley®, Arrowhead®, Deer Park®, Ice Mountain®, Ozarka®, Zephyrhills®, Primo Water®, Sparkletts®, Splash®, and AC+ION®. We distribute sustainably sourced beverages across more than 150,000 retail outlets and offer direct-to-consumer solutions through Water Direct, Water Exchange, and Water Refill.

About the role

We are seeking a District Operations Manager based in Massachusetts to lead, evaluate, train, and onboard refill service technicians responsible for installing, servicing, and repairing refill water vending units. This role champions a "safety first" culture through training, accountability, and real-time feedback. You will ensure operational plans are executed, performance and budget goals are met, and team members are aligned to deliver a consistently safe and exceptional customer experience.

Responsibilities

• Drive customer satisfaction through real-time service oversight, flawless recovery, and daily coaching of Service Technicians.
• Champion safety by actively leading and demonstrating behaviors aligned with Primo Brands Core Safety Principles.
• Work in the field with Technicians to develop and improve skills; possess thorough knowledge of process and operation of designated equipment.
• Own execution and adherence to PWNA's standards for branch/location processes related to customer service, order delivery, and inventory through cross-functional collaboration.
• Support the personal and professional development of direct reports through performance objectives and daily coaching.
• Regularly participate in route rides, deliver on-the-job training, and conduct observations to stay abreast of market conditions and customer needs.
• Promote a positive employee experience through onboarding, orientation, and engagement activities.
• Drive Net Promoter Score and Customer Satisfaction through high standards of service and professionalism in all customer interactions.
• Maintain staffing levels through talent acquisition, development, and retention.
• Analyze and monitor area activities and results; develop and implement alternative plans as needed.
• Measure and monitor area profitability; take corrective action as required and evaluate market opportunities to grow revenue.
• Implement financially sound decisions to deliver the financial plan for your area of responsibility.
• Actively lead direct reports through transformational business initiatives.
• Ensure AM and PM business routines and processes are conducted safely, efficiently, and effectively.
• Coach, develop, and manage performance through transparent field leadership.
• Serve as a brand ambassador by nurturing quality relationships with employees and customers, demonstrating product knowledge, and providing exceptional customer experiences.

Requirements

• Bachelor's Degree and/or relevant work experience.
• Previous experience in a managerial role or leading/motivating a team-centered environment.
• Basic knowledge/experience of financial analysis and P&L; ability to apply financial theory and practices.
• Ability to lead, organize, and build effective and diverse teams.
• Strong listening and communication skills to influence decision-makers.
• Sales techniques/negotiation and customer relationship/service skills.
• Ability to be innovative and creative with strong decision-making and judgment.
• Ability to frequently lift and/or move 10 pounds and periodically lift and/or move up to 75 pounds.
• Ability to travel to meet business needs.
• Demonstrated electrical and mechanical skills; ability to use proper tools as provided.
• Exceptional customer service and communication skills with varied audiences and mediums.
• Excellent planning, time management, organization, and problem-solving skills.
• Basic knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Ability to meet Company Driver Qualification Policy.
• Strong English language skills for effective communication with customers and team members.

Pay

$87,000–$98,000 per year.

Schedule

Monday–Friday, 7:00 AM–5:00 PM. Hours may vary based on business needs.

Benefits

• Health Benefits: Medical, prescription, dental, vision, Flexible Spending Account (FSA), Dependent Care FSA, Health Savings Account (HSA).
• Retirement/Investing: 401K with a 5% match, Employee Stock Purchase Plan (ESPP).
• Insurance: Employee Life Insurance, short- and long-term disability, critical illness, hospital indemnity, accident insurance, spouse/domestic partner/child life insurance, accidental death and dismemberment.
• Other Benefits: Employee discounts, auto/home/pet insurance savings, tuition reimbursement, paid vacation and sick time, 9 paid holidays and 3 paid floating holidays, paid parental leave (birth, adoption, or foster care), legal services, identity theft protection, Employee Assistance Program (EAP), adoption reimbursement benefit, FEDlogic, commuter benefits.