Operations Manager

Mr. Rooter - Operations Manager Job Description

Reports to:                                  General Manager

Management classification:    Exempt

Location:                                 Las Vegas, Nevada

Objective:

Lead the office operations of our fast-growing home services company, including managing team performance, while maintaining profits for long term success.

Primary Responsibilities:

• Strong common-sense way of working with people and growing teams
• Experience dispatching the right people for the right job
• Eager to help teach, build structure, and develop sustainable results.
• Find, hire, on board and build team members
• Focus on the gross margin, budget, and profit goals
• Implement safety programs, training and make sure all safety is being followed
• Track performance of technicians weekly with performance board
• Create tools and performance management to ensure the right job average, cancellation rate, and conversion rate.
• Manage invoices and payments locally and communicate necessary information to accounting
• Create tools to ensure an “A” or better BBB grade and “4 star” or better online ratings
• Maintain needed vehicle equipment & inventory systems
• Make sure jobs have permits if necessary and inspections are completed timely
• Ensure accurate payroll; review incentive reports weekly before payroll and make sure all charge backs are tracked
• Make sure shop appearance and all vehicles are up to our image standards
• Ensure all company rules and policies are being followed
• Manage relationship with external vendors
• Assist in creating recognition programs that enhance productivity
• Manage Orientation Log to make sure all new technicians have all the needed tools to be able to get the job done well

Secondary Duties:

• Support and assist General Manager as needed
• Budgeting and sales reporting for designated division
• Make sure business license and insurances have been submitted for permits and OSHA permit is renewed
• Make all necessary changes to accommodate growth of stability of entire division
• Conduct ride-along’s in field as needed  
• Order uniforms for technicians
• Resolve client complaints within 24 hours or less
• Attend & lead meetings and calls to ensure a smoothly run operation

Working Conditions:

• Company Code of Values used in daily business practices
• Image oriented environment
• Work requires a good level of communication skills
• Must have be able to work in harmony with other leaders & managers
• Must have great interpersonal skills

Experience Needed:

• Prior work in a consumer based background preferred
• Experience working in a fast-paced, ever-changing culture
• At least 5 years in a management role required
• Knowledge of plumbing and or home services preferred
• Must have a valid driver’s license

Travel Requirements:

• Occasional travel to customers homes/business by van
• Travel to board meetings and other markets for training by car and/or airplane

Physical Demands:

• Must be able to drive in field, under adverse weather conditions
• Must be able to bend, sit, stand, squat for long periods of time
• Must be able to handle the needs of the business on any given day/time either through delegation or via availability on call