Operations Manager BSB

Job Summary

Operations Managers are responsible for the oversight and execution of key day-to-day operations elements within Districts. This includes training, leading and developing a team of Specialists.  They are charged with helping track and achieve revenue goals, improving client loyalty and retention, as well as ensuring the team provides exceptional and consistent services to our clients. Operations Managers are expected to be our front line of support for Specialists and local clients, and as such are some of our most capable, quick thinking and creative problem solvers in the organization. 

Key Performance Indicators 

Colleague retention, specialist quality metrics, specialist productivity, specialist efficiency, completion of 25% of a route

Principal Duties and Responsibilities

• Manage daily operations of Brand Standards Specialists with the goal of providing superior customer service to our clients (measured through quality results and client feedback).

• Provide support and development of a team of field Specialists to achieve productivity and profitability goals of the District as well as deliver exemplary customer experiences.

• Travel throughout territory shadowing Specialists, visiting with clients, and completing assessments as needed.

• Build and maintain tight cohesion and a sense of community within teams, with the goal of fostering a connected group in what we know to be a very challenging and independent environment. Retention and turnover rates will be a core measured metric.

• Approach, analyze, and develop solutions for areas of concern of low performing Specialists.

• Ensure daily and weekly work completion, working directly with the routing and scheduling team.

• Review and submit weekly timesheets.

• Participate in sales and revenue growth opportunities as directed, helping to deliver on district targets. 

• Implement and execute tasks, programs, or process changes as directed by senior leadership.

• Conduct the selection and hiring process of prospective new colleagues, and implement the on-boarding process of each. Management of the ramp up process for each new hire (through the first six months) should include oversight of peer support programs and assignment of resources as needed.

• Provide performance feedback and coaching to the field team.

Required Experience

• Proven success in training, coaching and motivating other team members

• Previous experience in a route-oriented, service environment a plus

• Management experience with an emphasis on customer service preferred

Required Leadership Traits and Characteristics

• Strong problem solving and customer service skills

• Excellent written and verbal communication skills

• Ability to travel to shadow field colleagues, attend meetings, and interact with clients

Formal Education, Qualifications or Training

• Bachelor’s Degree or equivalent combination of experience, education, and training

• Current Certified Professional- Food Safety credential

• Required to meet all company Motor Vehicle Record requirements

Base pay range: $61,800-$71,000/year

In addition to the base pay, a Colleague working in this role who has completed training may be eligible to earn additional monetary compensation including overtime, incentive and/or commission pay. Total annual earning potential may vary based on performance, assigned routes and achieving Key Performance Indicators ("KPIs").

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