Senior Market Director (Pacific Region)

Responsible for execution of operational strategies designed to achieve revenue growth and profitability targets.  This role will be responsible for overseeing and directing multiple, complex projects at a time, while ensuring projects are delivered on-time, within budget and in a manner meeting, if not exceeding, internal team and customer expectations. 

Following the recent acquisition of Terminix, a key component of this role will be to lead, while influencing without authority, the support of standard, and non-standard, Operations activities, supporting the successful integration of both brands at a Market level, with minimal customer or Colleague disruption.

Key Performance Indicators 

• Revenue growth - Organic and M&A

• APBITA

• Margin improvement

• Cash conversion

• SHE metrics

• Colleague retention and engagement

• Customer NPS 

• Vehicle Fuel Intensity

Principal Duties and Responsibilities

• Proactively identify, via root cause analysis, any issues impacting service excellence and quality in the Market, resulting in the review of both strategic and tactical processes to improve results and reach resolution. 

• Identify and assess service delivery gaps of the lower quartile branches in the Market and develop strategy for performance improvement, inclusive of partnering cross-functionally where needed to help with the turnaround effort

• Develop and implement Market level strategy to drive increased customer count and retention.

• Implementation and change management of new service offerings

• Provide training, tools, & resources to Branch leadership within Market to deliver service standards established by the company

• Identify gaps within Market related to training opportunities and coach leaders in how to achieve adherence to quality standards as outlined in technical training 

• Coach Market colleagues in resolution of escalated customer complaints, while developing targeted action plans to prevent future occurrences.

• Monitor on-time pest control and termite service delivery to achieve or exceed company standards, and develops remediation plans when opportunities are identified

• Liaise with the Training Team as opportunities are identified related to continuing education or with regard to changes in regulations, standards, service, techniques and equipment, company policy and procedures as well as licence maintenance requirements via continuing education.

• Monitors and assists the Market Vice President with the required service-staffing levels for the region on a Branch-by-Branch basis.

• Supports the Technical Specialist, Region, General and Service Managers in servicing special accounts.

• Main point of contact for new Acquisitions in the Market to align with integration strategy in the Market.

• Additional support during the Project Artemis Integration phases impacting the Markets

• Identify and offer support scenarios to keep the Market on track for Integration while Market VP ensures BAU work / performance is on track

• Responsible for activities for Market related to PMO/IMO initiatives and ensures that project/initiative tasks are completed

• Participate in and drive project-related team meetings (i.e. kick-offs, status, Steering Committee reviews, etc,)

• Communicate direction and action steps to team

Required Experience

• Bachelor’s degree and 8-10 years of field services management experience required, or an  equivalent combination of education and experience

• Business operations experience

• Master’s degree preferred

• Business acumen with deep experiences in multi-unit management

• Skill in managing and leading assigned projects - understanding of project management methodology including the ability to identify and resolve issues, manage risk, develop detailed work plans and specifications, perform resource allocations and run team meetings

• Clear, concise written and verbal communications, including public speaking and executive presence

• Skill in organisation and time management - ability to work on multiple projects and manage multiple project coordinators, leads and/or managers at one time

• Skill in group presentations and meeting management

• Skill in providing clear and concise feedback

• Attention to detail and analytical skills

• Maintains relevant licences as required by federal, state or local regulations for termite/pest  control and any other business unit products and services

• Maintains a valid driver’s licence

• Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and Google Workspace

• Knowledge of laws, regulations, methods, and techniques in the area of specialty.

• Position may require frequent overnight travel

• Ability to relocate as needed

Required Leadership Traits and Characteristics

• Highly commercial and entrepreneurial with an attestable customer focus and growth mindset.

• Outstanding analytical and problem-solving abilities with a strong understanding of corporate operations

• Excellent people management skills with demonstrable experience of leading a large, dispersed and diverse workforce across multiple locations and geographies.

• Excellent organisational and leadership skills with the ability to operate effectively both strategically and operationally as required. 

• Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders.

• Able to demonstrate high levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.  

Formal Education, Qualifications or Training

• Bachelor’s Degree in Business or related field; a graduate degree or MBA would be a plus

• Alternatively, Military rank of O5

• Eight (8) to ten (10) years of progressive, hands-on leadership experience in Operations with a focus on Technical Support services

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.