Director of Operations - Thomas Pest Services : Job Details

Director of OperationsBuilding relationships and enhancing the lives around us is our passion. At Thomas Pest Services, pest control allows us to achieve just that. We seek a relationship-driven leader to develop and support our team, building strong connections with both customers and colleagues.As the Director of Operations, you'll lead our service and customer service teams with a focus on exceptional service delivery, efficiency, and continuous improvement. You will oversee day-to-day operations, ensuring customer satisfaction and helping us achieve our revenue goals through team management and strategic planning. Your role will require strong leadership, computer literacy, attention to detail, and multitasking skills.Responsibilities for Director of Operations:Leading, managing, and holding operations supervisors and their teams accountableAttend weekly executive and departmental meetingsHold quarterly conversationsTrain and develop team membersMaintain quality service by enforcing quality and customer service standardsAnalyze, and resolve quality and customer service problems and recommend improvementsMaintain an on track scorecardSet weekly department goals and individual goalsWork with supervisors to average 50% of bonus structure based on their team score cardsQuality Assurance and Customer RetentionMaintain a service effectiveness rate of 96% or higherDrive customer retention goals and maintain 98% retention per monthOversee quality control, audit service standards, analyze customer feedback, and implement necessary improvementsDevelop a process to monitor urgent service requests and cancellationsPerformance ManagementMaintain an on-track scorecard for the team, setting weekly departmental and individual goalsCollaborate with supervisors to ensure a 50% target achievement on team scorecardsManage tech production, ensuring an annual productivity target of $210K per technician or $15,500 monthlyAchieve and maintain a Gross Profit margin of 52% or higher.Inventory and Equipment ManagementManage inventory orders across all locations, adhering to budget guidelinesEvaluate and select products to ensure staff are equipped with the right toolsEnsure vehicles and equipment are properly stocked, maintained, and cleanedPartner with the finance team to manage vehicle acquisition and maintain expenses within budgetFleet ManagementCoordinate with supervisors on regular vehicle maintenance schedulesManage fleet logistics, including vehicle needs and budgeting for maintenanceScheduling and Routing EfficiencyWork alongside route and office managers to optimize service team routing and schedulingAdjust and monitor field routing, client audits, and appointment scheduling to enhance operational efficiencyStrategic Alignment and CommunicationAttend weekly executive, departmental, and field-level meetingsConduct weekly or bi-weekly meetings with supervisors to ensure alignmentEstablish and maintain an on-track scorecard and set individual and departmental goals aligned with company objectivesMeasurables:Callback PercentageCancellation PercentageCollectionsCost EfficiencyDirect LaborService TimelinessRequirements:Leadership Skills: The Director of Operations needs strong leadership and listening skills to guide and motivate their team. This includes setting clear expectations, providing constructive feedback, and leading by example.Communication Skills: Directors must be able to communicate with team members, customers, and other departments clearly and professionally, both in writing and verbally.Customer Focus: Be dedicated to delivering exceptional customer service and resolving issues promptly.Problem-Solving Abilities: Demonstrate strong problem-solving skills and multitasking skills to find solutions that satisfy both the customer and the company. This includes learning concepts, technical information related to the pest control industry, and utilizing technology.Team Management: Directors are responsible for managing and developing their team. This requires skills in team building, conflict resolution, performance evaluation, and providing opportunities for growth and development.Background check, driving record and drug testing required upon job offerEmployment reference checks requiredMust have a minimum of 5 years work experienceNo pest control experience is required. At Thomas Pest Services, we are committed to training and educational programs to provide our professional team with a strong foundation to drive their success.What You Get:Compensation$80,000 - $100,000 annually, with a performance-based bonus program paid quarterlyBenefitsSimple IRA (3% match after one year of employment)$350.00 towards health insurance including dental and vision.PerksCell PhoneCompany ComputerCompany Vehicle and Gas CardCompany Paid UniformsTime OffPaid time off starts accruing day 1 of employmentPaid HolidaysHere is some additional informationMonday - Friday, 7:00 am - 5 pm (need to be available 6:00 until 6:00 if needed).Thomas Pest Services is an EOE and drug-free workplace.Compensation details: 00 Yearly SalaryPI99d31a03f1-