Operations Manager

Assure smooth operations of the company, insure sales goals are met, assure customer communications and satisfaction, assure effective use of admin staff, equipment, and materials.

Duties & Responsibilities:
Hire, fire, and evaluate field technicians
Insure enough field technicians are on staff to service demand
Insure enough jobs are available for available staff
Maintain accurate attendance records, enforce attendance policy, document infractions
Maintain and enforce all company policy is followed by personnel
Insure good interoffice relations
Monitor expenses, review quarterly for waste, non essentials, outdated subscriptions, excesses, etc.
Seek cost-savings (professional printing vs. in-house, online order vs. local, bulk vs. small quantities, etc.)
Manage maintenance, repairs
Make recommendations for equipment upgrades, purchases, furnishings (consult President over $500)
Plans and (or) executes office meetings, company meetings, staff celebrations
Manages vendor relations
Responsible for accounts payables and receivables
Manage insurance program (insure it’s offered on time)
Interfaces with property management, upcoming lease renewals, insurance renewals
Carefully monitors customer service and satisfaction, addresses serious complaints, online reviews, in-home accidents (consults President as needed)
Insure staff are responding to all customers promptly, and with courtesy & care
Responsible for historical filing & purging, daily stats & reports
Monitor & report to the President serious changes found in routine reports (spike in cancellations, drop in sales, leads, or conversions)
Monitor sales conversions closely (weekly), address fluctuations
Make marketing recommendations to the President (what’s working, not working anymore)
Insure daily time slots are filled, maintain daily jobs minimum (50 per day)
Be aware of staff morale, attitudes, conduct issues. Address proactively
Hold weekly admin staff meetings
Arrange / insure monthly staff meetings with President
Produce monthly reports for the President
Present reports at weekly / bi-weekly meetings with President (P&L, balance sheet, Business Analysis Report, weekly sales, Sales Rep reports, list of current or upcoming issues)
Monitor, be aware of long term changes in the marketplace, employment pool, marketing trends. Report changes to the President
Monitor, be aware of new cleaning trends, equipment, supplies. Report to the President
Keep up with sales tax, end of year filings, and insurance renewals
Test new programs, products, ideas, report findings to President

Sales
Assure leads & prospects are followed up on and converted
Maintain or improve prospect conversion
Document, track, measure (leads, conversions)
Submit weekly reports to Office Manager
Set up and dispatch In-home Estimates
Inform the Scheduling Coordinator when a time-slot has been filled
Documentation in database
Maintain daily stats

Results Expected:
Smooth operations
Effectively run office
Employee satisfaction, loyalty, morale
Low chaos
Maintain or grow sales revenue, customer base
Quality service, customer satisfaction (low cancels, good online reviews)
Controlled expenses
Convert prospects to sale at 50% or higher
Book every converted lead timely
Correct service failures, convert to raving-fan status
High customer satisfaction through communication
Quality service, customer satisfaction (low cancels, good online reviews)
Improve Cleaning Tech quality & skill
Understand and monitor sales trends

Authority:
100% hiring, firing field technicians
90-100% hiring, firing office personnel (seek input from President)
100% operational expenditures
50-50% major purchases (seek input from President on $500+ purchase)

Minimum Qualifications: 5 years office management, college degree, HR experience, basic accounting, Quickbooks