What are the responsibilities and job description for the Operations Manager position at 1-800-GOT-JUNK?
Company Overview:
1-800-GOT-JUNK? is a leading franchise-system company amid hyper-growth, and is seeking an Operations Manager who fosters a positive team culture and thrives on challenges for our Chicago franchise. You will be hyper-focused on the growth of the business and its people. You will possess a relentless drive for excellence and know how to get things done! We look for people with the “entrepreneurial spirit”, individuals who look at the business and treat it as their own!
Job Summary
The Operations Manager is a high-energy professional who is proactive and self-motivated with a demonstrated ability to think and plan strategically. An individual who can go above and beyond to get things done in a sales & service-driven environment. A leader who is capable of working at a high level both administratively in the office and also physically in the field, if necessary. The Operations Manager will mentor team members, find ways to increase the quality of customer service and implement best practices across all levels. Ultimately, the Operations Manager will be trusted to ensure the franchise operations are put in the best position to “Win the Day.
This is a hybrid role where the individual must be open to both working in the field with our Truck Teams, as well as excel in managing their office work. This is imperative to achieve the success of the role.
TRAINING: Weeks 1 through 4 working in the field as a Truck Team Member, to grasp a full understanding of what we do. You need to learn the business before you can help run it!
DAYS/HOURS: 45-50 hours per week (Flexibility needed for some weekend coverage as needed)
START DATE: To Be Determined
The Operations Manager will be directly responsible for (but not limited to) the following goals, plans, and, key initiatives:
- Supervise a team of Truck Team Members and motivate them to achieve the goals set with the assistance of the franchise’s Senior Operations Manager and General Manager.
- Communicate with field teams and motivate them to achieve daily sales, marketing, and operational goals that are set by the General Manager.
- Plan and oversee daily route efficiencies for truck teams
- Be the driving force for same-day growth and maximize the opportunities on the schedule to “Win the Day”
- Ensure high-quality execution for all jobs; monitor post-job satisfaction of customers, and proactively address any issues that arise
- Maintain and ensure all information related to sales, estimates, job/truck, and other operational details are entered in supporting information systems, ensuring all details are accurate and up-to-date
- Ensure EFAs are met every day and on every job: On-time Service, Up-Front Rates, Clean, Shiny Trucks, Friendly, Uniformed Drivers
- Ensure TTMs complete Opening Route Checklists: Truck teams complete pre-trip inspections and tool inspections
- Review job schedule: Truck team has sufficient tools available for a successful route based on job notes
- Ensure “End of Day” checklists are completed (Operational and Truck Team Route Journals)
- High-quality execution of all customer jobs, delivering post-job satisfaction of customer feedback and proactively addressing any issues, giving recognition and in-the-moment coaching to field teams.
- Deliver sales support to avoid customer cancellations
- Review daily metrics and identify opportunities for efficiency. Share data with management and teams.
- Contribute to morning huddles, and foster a work environment that is “All About People”.
- Work in-field, performing Truck Team tasks, if and as needed
- Degree in Business, Operations Management or related field desired, but not required.
- Proven work experience as an Operations Manager, Dispatcher, or similar role
- Knowledge of organizational effectiveness and operations management
- Familiarity with business and financial principles
- Excellent verbal & written communication skills
- Leadership ability
- Outstanding organizational skills
- Strong desire to help others excel and hit goals
- Willingness and ability to coach field crew around procedures and general performance
- Valid driver's license & clean driving record
- Flexibility toward work schedule, depending on the time of year and staffing levels
- Tech-savvy - G-Suite, Google Drive (docs & sheets) experience an asset
- A natural leader with a positive “Let’s Get it Done” attitude
- Genuine belief in our Core Values - Passion, Integrity, Professionalism, and Empathy
- Ability to lead by example, including in the field performing service to our customers
- Multi-tasker with excellent time management, organizational, and administrative skills
- Professional - in communication and appearance
- A strong desire and ability to motivate others to excel and hit goals
- Enjoyment of both physical work and office work equally
- Ability to handle changing priorities and use good judgment
We are an equal opportunity employer and welcome all qualified candidates to apply. Only those selected for consideration will be contacted. Thank you for your interest in joining our team
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