Operations Manager

About the Role

The Operations Manager will execute, direct, and coordinate the activities of the Pool Maintenance Specialists to ensure efficiency and quality in repair operations.

Responsibilities

Supervisory

• Hires and trains Pool Maintenance Specialists.
• Provides ongoing training and guidance to the pool maintenance department.
• Organizes, directs, and oversees the daily workflow, schedules, and assignments of pools.
• Models and promotes a positive attitude and provides feedback and motivation to encourage a sense of belonging and investment in the maintenance team.
• Provides constructive and timely performance evaluations.
• Documents and manages disciplinary actions and assists Branch Manager with termination of employees in accordance with company policy when needed.

Administrative Duties

• Collaborates with other managers, administrators, and supervisors to coordinate activities in and among departments.
• Develops and implements policies, procedures, goals, and objectives for maintenance operations in collaboration with other managers.
• Ensures compliance with administrative policies and procedures, safety rules, contracts, environmental policies, and government regulations as directed by the company.
• Reviews and analyzes expenditures and other financial information and uses results to develop and implement plans, policies, and budgets in collaboration with other managers to meet company goals.
• Manages department staff and tracks employee satisfaction, productivity, accuracy, customer feedback, and attitude; counsels employees as needed to promote advancement and compliance with company policies.
• Schedules and directs department meetings to facilitate proper communication and team-building experiences, pass along customer praise and other feedback, communicate current issues or policy changes, provide brief training and networking experiences, and other topics as needed.
• Reviews time stamps reported by all staff under supervision daily and manages overtime requests, time off requests, and improper time reporting or usage.
• Manages training of employees required at hiring and ongoing training required by the company related to safety, driving, company policies, and administrative duties.
• Manages and directs all maintenance, repair, and replacement of vehicles.
• Manages lead technicians or administrators under supervision in the assistance with the operational duties below, as applicable.
• Performs other administrative duties as required.

Operational Duties

• Manages warehouse space allocated for the department, monthly inventory counts in the warehouse and maintenance vehicles as required by the company, and check-in and out of all materials by technicians.
• Manages inventory ordering of chemicals and parts for scheduled jobs, confirmation of best price and vendor for purchasing, and control of inventory until checked out by technician.
• Maintains knowledge of current industry standards relating to swimming pool maintenance and repair.
• Ensures compliance with federal, state, local, and organizational laws, regulations, guidelines, and best practices, including those related to safety and health, as it applies to the department or work performed.
• Directs dispatching and routing activities and tracks transportation vehicles to ensure compliance and efficiency.
• Manages and directs lead technicians or administrative assistance as assigned to the department.
• Handles communication with clients via phone, email, and text to establish new business, respond to further requests for service, and to manage customer expectations, satisfaction, and concerns.
• Manages customer assignment to routes, assignment and execution of part replacement or delivery, and assignment of specialty service to ensure compliance with department expectation and pricing guidelines.
• Audits customer feedback, route logs, and work order history to ensure that customer difficulties or problems are investigated and resolved.
• Manages rescheduling of work missed due to unforeseen circumstances and covers department work in the field as needed to maintain customer satisfaction.
• Regularly inspects and evaluates maintenance services to ensure quality service is being delivered.
• Identifies and corrects problems and inefficiencies in maintenance service, equipment, or skills.
• Periodically performs a ride-along with technicians to evaluate their job and customer service competencies and skills and provide guidance as needed.
• Performs other operational duties as assigned.

Requirements

• Associate degree in a related field, or equivalent industry work experience required.
• Strong knowledge of swimming pool repair and maintenance preferred.
• Three years of supervisory experience preferred.

Skills

• Excellent verbal and written communication skills.
• Strong supervisory and leadership skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong logistical, analytical, and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Physical Requirements

• Prolonged periods of standing and walking.
• Prolonged periods of sitting at a desk working on computers.
• Must be physically able to climb ladders, bend, and crawl in awkward spaces.
• Must be able to lift 50 pounds at times.