Operations Manager

Natura I a Plant Interscapes Company
Dallas, TX
30+ days ago

Job Description

Company Profile
At Natura, we put People first. We are the leader in interior horticultural design, installation and
maintenance with large divisions in exterior and holiday design, servicing all major markets in Texas. Through Faith and a culture of constant Learning, we take on complete Ownership of every project we create, and it shows in the Quality of our work. Since 1983, our mission of creating environments where people thrive has always been our number one priority. We are the leaders in enhancing built environments and are excited to be growing our team.
Core Values:
  • People – Place other’s needs first, respect everyone
  • Ownership - Own it and do it right; when in doubt, shout it out
  • Faith – Honor God in all things
  • Learning – Take initiative; keep learning
  • Quality – Nothing less than the best
Job purpose
Provides operation staff supervision, training, coaching and mentoring to promote a service and sales culture. Responsible for budgeting operational costs, building revenue, and productivity margins. Responsible for all faucets of operations management and Natura Holiday seasonal holiday operations.
Duties and responsibilities

FINANCIAL ACCOUNTABILITY
Goals and Budgeting
  • Manage revenue, direct costs, indirect costs and administrative expenses related to operations of assigned branch
  • Manage operations budget set by Senior Leadership
  • Provide weekly reports to include route management efficiency, Care Call responses,
replacement costs and total revenue to Business Development Manager and Director of
Business Development.
  • Develop and manage daily duties of operations managers, technicians and installers
  • Support Natura Holiday as needed.
Labor Gross Margins
  • Responsible for maintaining a Labor Gross Margin for your team at or above 70%.
  • Assure team members are routed effectively and have the appropriate training and tools to
attain their individual and team goals.
Replacement Gross Margins
  • The Operations Manager is responsible for maintaining a Replacement Gross Margin for their teams at or above 60% each month.
  • The Operations Manager is to confirm all service technicians and installers are working promptly and efficiently
Contribution Margin
  • Contribution margin is operating profit at the branch before corporate overhead allocation.
  • Budget plans will be reviewed with the company Leadership and adjusted as necessary to meet strategic goals. Monthly financial statements are to be reviewed
CUSTOMER CARE
Field management of Service Technicians
  • Proactive field management and service reviews of jobs and technician skill are to be scheduled and performed on a regular basis, with a minimum of three (3) reviews/coaching sessions per week. This should be conducted by the Operations Manager and overseen by Lead Technicians. Coaching sessions should include training, follow up and encouragement of professional growth
  • Confirmation of daily services are required at the end of each day.
  • Efficient preparation for next day operations to include pulling required inventory for replacements, emergency CARE calls and daily route confirmation
  • Technicians are to receive copies of reviews within 3 days and informed of areas of proficiency and deficiency. Correction of any areas of deficiency is to occur within 7 days of review.

Field Management of Installers
  • Proactive field management and installation reviews/coaching sessions of jobs and installer skill are to be scheduled and performed on a regular basis with a minimum of three (3) reviews/coaching sessions per week. This should be conducted by the Operations Manager and Lead Technicians. Coaching sessions should include training, follow up and encouragement of professional growth
  • Installers are to receive copies of reviews within 3 days and informed of areas of proficiency and deficiency. Correction of any areas of deficiency is to occur within 7 days of review.
  • Efficient preparation for next day operations to include pulling required inventory for replacements, route confirmation and proper inventory pulled aside for Installers.
Respond to client CARE calls
  • Telephone follow-ups are to be made with client CARE calls. The technician responsible or the Operations Manager, is to visit the client within 24 hrs. of the incident. All issues are to be resolved ASAP, generally within 3 business days. All CARE calls are to be updated daily. Additionally, proactive telephone follow-up by the Customer CARE Advisor will occur within 3 days of the incident to assure client satisfaction and complete resolution.
Provide special services support
  • All special services are to be scheduled and coordinated as needed.
  • Additional labor needs are to be evaluated and coordinated as needed.
  • Notification of potential situations that may result in account cancellations so a retention strategy can be implemented.
Reactive CARE
  • CARE calls to the corporate office are to be logged into Service Managers by the Customer CARE advisor. Calls received in the branch are to be logged by the Account Executive or Ops Manager, whoever received the call. Immediate telephone follow-up is to be made when clients call in a
complaint or concern. Depending on the severity of the problem, the Operations Manager and Account Executive are to visit the client promptly after complaint
  • Additionally, proactive telephone follow-up is to be made within 3 days of the incident to assure client satisfaction and complete resolution.
HUMAN RESOURCES
Recruiting and Hiring
  • The Operations Manager is responsible for recognizing the need for additional personnel requirements and soliciting candidates for open Service Technician, Installation Technician and coordinate the approval for job requisition with the Human Resources Manager. Hiring procedures, as outlined in the operations manual are to be followed.
Employee Relations
  • Confirm that quarterly performance reviews through one on ones are completed with each employee and their Operations Manager
  • Maintain a core value culture through positive recognition, employee engagement opportunities and constant feedback on performance
  • Perform bi-weekly operations meetings
Counseling Employees
  • Poor job performance or deviation from company policy will not be tolerated. Team members must be supervised and counseled as needed up to and including termination.
  • During counseling of employees, confirmation of training will be necessary
  • Responsible for counseling team members when job performance slips below acceptable standards, for documenting any verbal discussions and written warnings, and for requesting additional training with the Operations Manager when deemed appropriate.
Operations Management
Management
  • Plans and oversees strategic, operational, and administrative programs, projects, and/or services of broad significance to the organization within the designated functional area of focus.
  • The Operations Manager will meet with branch leadership weekly to review operations budgets, labor, productivity, scheduled routes and installations.
• Oversee all projects to include plant ordering, installation schedules, meetings, meeting agendas and budgeting. • Ensures a safe working environment in the department by holding supervisors accountable for compliance with all safety policies & procedures, prompt accident investigations, and corrections and closures of identified safety issues
NATURA HOLIDAY
  • Manage, track and maintain inventory of all Natura Holiday equipment, décor and lighting within the branch
  • Manage the purchase ordering of Natura Holiday materials with SSC VP of Visual Design
  • Manage and oversee the installation, maintenance and take down of all Natura Holiday contract décor
  • Manage all Natura Holiday temporary staff
  • Maintain all Natura Holiday items and ensure they are properly sealed, packaged and stored

INVENTORY MANAGEMENT
  • Green goods, hard goods, materials, supply and equipment needs are to be evaluated and purchased as necessary.
  • Accurate inventory procedures are essential. Inventory is to be maintained on an as needed, just-in-time basis.

PROVIDE SPECIAL SERVICE
  • All special services are to be scheduled and coordinated as needed.
  • Additional labor needs are to be evaluated and coordinated with the Human Resources Manager as needed.

Qualifications
  • Highly motivated with strong leadership and management abilities.
  • Ability to multi-task and meet deadlines; highly detailed oriented and meticulous
  • Excellent communications skills; verbal, written and presentation
  • Strong interpersonal skills
  • Ability to work autonomously without direct supervision
  • Proficient in Microsoft Office, Excel, Word, Power Point and other computer skills required.
Physical requirements
  • Able to lift up to 60LBS
  • Able to stand for up to 8 hours at a time
  • Able to travel in a moving vehicle up to 75% of the day
  • Able to work in severe weather conditions
  • Able to work in a warehouse, office, commercial buildings and professional settings

Source

https://www.indeed.com/jobs

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