Branch Operations Manager

Branch Operations Manager – Job Description

Location:

16112 Business Parkway, Hagerstown, Maryland 21740

A Branch Operations Manager oversees the daily operations of a branch, ensuring efficiency, customer satisfaction, and regulatory compliance. They are responsible for managing staff, implementing operational policies, and achieving performance goals. Their role also includes monitoring performance metrics, identifying areas for improvement, and contributing to the overall success of the branch and the organization.

Operational Management

Oversee daily branch execution and operations, ensuring timely and quality service delivery. Provide a safe workplace with ongoing training and adherence to company policies. Prepare composite reports from subordinate reports. Translate district-level goals into daily priorities, ensuring alignment and focus. Supervise technician teams and resolve local issues. Lead daily huddles to surface field-level issues and reinforce coaching provided by the District Manager.

Staff

Management

Manage and lead branch staff, including hiring, training, performance evaluations, and development. Recruit, interview, and select personnel to efficiently staff the service function. Evaluate performance, recommend salary adjustments, and administer disciplinary actions consistent with company policy. Plan and conduct new hire and ongoing training in customer service, technical skills, safety policies, and procedures.

Customer Service

Serve as the face of the branch, ensuring high levels of customer satisfaction through efficient service delivery and addressing customer inquiries and issues. Ensure branch-level processes enable positive customer relationships, and that employees engage customers appropriately. Coach and develop lawn specialists and trainees. Work with other managers to reduce customer cancellations. Set customer context for the team and assist in preparing required materials and presentations.

Compliance

Ensure adherence to company policies and federal, state, and local regulations. Monitor and ensure proper licensing of production staff.

Financial Management

Manage budgets, forecasts, and financial performance metrics for the branch.

Performance Analysis

Analyze operational data to identify trends, challenges, and opportunities for improvement.

Strategic Implementation

Develop and implement operational strategies to drive efficiency and optimize branch performance.

Team Leadership

Foster a positive branch culture, promote employee engagement, and drive team success. Monitor and positively impact Associate Engagement and Culture Initiatives.

Process Improvement

Identify and recommend process improvements to enhance efficiency and profitability. Examine associate work for accuracy, neatness, and conformance to best practices, company policies, and procedures.

Competencies

• Leadership and Management:
  Strong leadership skills to effectively manage and motivate a team.
• Operational Expertise:
  Thorough understanding of branch operations and business processes.
• Customer Service:
  Excellent customer service skills and commitment to a positive customer experience.
• Communication
  
  Skills:
  
  Strong verbal and written communication skills.
• Analytical
  
  Skills:
  
  Ability to analyze data, identify trends, and make data-driven decisions.
• Financial Acumen:
  Understanding of financial management principles and budgeting.
• Problem-Solving:
  Ability to identify and resolve operational issues and challenges.
• Compliance Knowledge:
  Familiarity with relevant regulations and compliance requirements.
• Adaptability:
  Ability to adapt to changing business needs and implement new strategies.

Education and Experience Requirements

• Associate’s degree in a 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.
• Two or more years of supervisory/management experience.
• Valid, permanent driver’s license from state of residence.
• Must be 21 years of age by date of hire.

Additional Leadership and Team Management

• Guide, mentor, and inspire branch associates and Service Managers to achieve goals and foster a culture of success.
• Recruit talented individuals and promote a positive work environment.

Operational Excellence

• Identify and eliminate inefficiencies and bottlenecks in workflows to improve productivity and quality.
• Utilize systems and tools to optimize operations and track performance.
• Ensure adherence to company policies, industry regulations, and mitigate potential risks.

Customer Service Focus

• Ensure associates and managers provide a positive customer experience, resolve issues promptly, and drive retention.
• Use feedback to personalize service and product offerings.

Strategic Thinking and Decision Making

• Set clear objectives and define measurable goals for the branch.
• Analyze operational and financial data to identify trends and inform strategic decisions.
• Respond to market, industry, and customer changes and overcome challenges.

Communication and…