Branch Operations Manager; Champaign

Overview

Branch Operations Manager oversees the daily operations of a Tru Green branch, ensuring efficiency, customer satisfaction, and regulatory compliance. Responsible for managing staff, implementing operational policies, and achieving performance goals. Monitors performance metrics, identifies areas for improvement, and contributes to the overall success of the branch and the organization.

• Operational Management: Oversee daily branch execution and operations, ensuring timely and quality service delivery. Maintain a safe workplace through ongoing training and adherence to company policies. Prepare composite reports from subordinate reports. Translate district goals into daily branch priorities and align efforts accordingly. Supervise technician teams and handle local issue resolution. Lead daily huddles to surface field-level issues and reinforce coaching from the District Manager.
• Staff Management: Manage and lead branch staff, including hiring, training, performance evaluations, and development. Recruit, interview, and select personnel as needed. Evaluate performance, make salary recommendations, and administer disciplinary actions per policy. Plan and conduct new hire and ongoing training for service personnel in customer service, technical skills, safety, and procedures.
• Customer Service: Serve as the face of the branch, ensuring high levels of customer satisfaction through efficient service delivery and by addressing customer inquiries and issues. Ensure branch processes enable positive customer relationships and that customer-facing communications are appropriate. Coach and develop lawn specialists and trainees. Work with other managers to reduce customer cancellations. Prepare materials and presentations for interactions with customer teams.
• Compliance and Financial Management: Ensure adherence to company policies and applicable regulations. Monitor licensing of production staff. Manage budgets, forecasts, and financial performance metrics for the branch. Analyze operational data to identify trends, challenges, and opportunities for improvement. Develop and implement operational strategies to drive efficiency and optimize branch performance.
• Leadership and Process Improvement: Foster a positive branch culture, promote employee engagement, and drive team success. Identify and implement process improvements to enhance efficiency and profitability. Assess associate work for accuracy, neatness, and conformance to best practices and company policies.

• Leadership and Management
• Operational Expertise
• Customer Service
• Communication Skills
• Analytical Skills
• Financial Acumen
• Problem-Solving
• Compliance Knowledge
• Adaptability

• Associate’s degree in a business-related discipline and two (2) or more years of related experience in lawn/horticulture/agronomy/lawn care services or an equivalent combination of education and experience.
  2+ years of supervisory management experience required.
• Valid, permanent driver’s license from the state of residence. Must be 21 years of age by date of hire.

• Leadership and Team Management:
  Guide, mentor, and inspire branch associates and Service Managers; recruit talent and foster collaboration.
• Operational Excellence:
  Identify and eliminate inefficiencies; use systems to track performance; ensure policy compliance and risk mitigation.
• Customer Service Focus:
  Deliver positive customer experiences and build relationships to drive retention.
• Strategic Thinking and Decision Making:
  Set measurable goals aligned with company strategy; analyze data to inform decisions.
• Communication and Interpersonal
  
  Skills:
  
  Convey objectives clearly; address conflicts promptly; collaborate across teams.

• Service completion rate
• On-time service rate
• Branch Net Promoter Score (NPS)
• Daily route efficiency
• Safety and compliance metrics
• Financial targets: meet daily revenue goals, minimize rework, reduce overtime
• Daily productivity metrics (e.g., stops/hour)

Ability to speak, read, and write fluently in English is required. You must be physically located in the United States while performing this job.

Tru Green is committed to Diversity and Inclusion. We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. We encourage veterans to apply.

Pay Range: $75,217.00 - $. This range reflects qualifications and may vary by location, experience, and other factors. Benefits include Medical/Dental/Vision insurance and Company-matching 401(k), among others. For details, visit Tru Green careers site.