Mgr, Operations II

Job Summary

This role is responsible for the oversight and execution of key day-to-day operations elements within Districts. This role is responsible for hiring, training, leading and developing a team of Plant Care Specialists. They help achieve sales and revenue goals, maintain client loyalty and retention, and ensure the team is providing exceptional service to our Customers.

Key Performance Indicators

• Client retention

• Route completion

• Colleague Retention and engagement

• Gross Margin

• Route One Sales

• Safety

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

Operations Leadership

• Conduct the selection and hiring process for new colleagues.

• Implement the onboarding process for new colleagues, ensuring a world-class first day through final certification. Align training and peer support resources.

• Provide performance feedback and coaching to the team utilizing the CQSP process and Manage for Performance model.

• Provide support and guidance to Specialists to ensure timely and quality customer service.

• Identify and resolve colleague concerns/complaints.

• Assist in goal setting, skill enhancement and performance reviews activities for Specialists.

Client Relationships

• Address all client concerns to completion.

• Respond to CVC surveys as requested to maximize retention.

• Identify solutions for client needs to increase revenue and growth

Branch Operations

• Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment.

• Follow all established standard operating procedures (SOPs) within the business and hold colleagues accountable to the same standards

• Understand Rentokil Terminix and Ambius processes, including roadmap for safety/ structure/service offerings.

• Serve as steward of Rentokil Terminix business model to ensure company programs and initiatives are delivered with excellence at the district level

• Complete all reports as required

Preferred Experience

• Two or more years of equivalent management experience

• Experience caring for plants is preferred

• Able to safely climb ladders and work on ladders

• Experience with Google and Smart Phone applications

• Have a good driving record and ability to drive a van / truck

Required Traits and Characteristics

• In order to perform this job safely, it requires good vision, hearing, climbing, balancing, stooping, kneeling, reaching, lifting, and walking

• Proven success in coaching and motivating other team members

• Strong problem solving and customer service skills

• Excellent written and verbal communication skills

• Independent and dependable

• Polite and professional demeaner

• Able to solve problems and escalate concerns

• Customer service oriented

• Likes a physical job

• Maintains a valid driver's license

• Ability to travel as required

Formal Education, Qualifications or Training

High School Diploma at a minimum.

Prefer college degree or at least one or two years of college with an emphasis on business or related sciences in order to prepare for the management and supervisory aspects of this job.

• Must be certified in all appropriate categories of pest management in states encompassed by the Service Center within one year of accepting the position.

• Completion of the Purdue Correspondence Course.

• Completion of Purdue Food Plant Course.

• Completion of AIB Sanitation Course.

• Willing to take Microsoft Office Computer Course

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.