Job Summary

The Operations Manager is responsible for Safety, Quality, Cost, Delivery & Morale metrics, and related activities in their assigned area/with their assigned book of business. The position develops and maintains relationships of trust with property management/client contacts at all assigned accounts. The Operations Manager ensures that job duties/tasks within the geographical area are completed each day. Daytime business hours. 

Key Responsibilities

Safety:

• Creates safety awareness in others by example, training and frequent use of safety briefings or similar interactive communication
• Maintains a safe work environment, free from hazards
• Identifies unsafe work behaviors and provides corrective training or recommends process improvements to minimize risk of injury
• Identifies site-specific safety hazards and develops appropriate safeguards whenever necessary to minimize risk of injury
• Determines and issues appropriate disciplinary action in situations involving violations of safety policy or procedures

Quality & Customer Service:

• Creates customer relations that build contract compliance and high customer retention.
• Develops and maintains customer relationships through a scheduled program communicating with all property managers/clients within the assigned accounts by phone and in person.
• Handles all customer correspondence related to changes in the building budgets and staff to include letters, email, fax, voicemail, telephone contact, etc.
• Responds to customer complaints by coordinating the activities of area managers and their staff.
• Conducts quality audits and monitors quality and customer retention metrics.
• Ensures that proper manual, data sheets, and account-specific documents are available at all assigned accounts.

Financial Responsibilities:

• Assists with accounts receivable as needed.
• Responsible for budget of defined accounts.
• Manages hourly labor within budget.
• Reviews and manages all overtime.
• Ensure expenses are ramped up or down as appropriate with expected revenue.

Delivery/Employee Management & Hiring Responsibilities:

• Leads operational execution of company procedures to meet customer expectations and deliver on gross profit goals
• Partners with Talent Acquisition to ensure all accounts are staffed per operating plans; participates in local recruiting events as applicable.
• Interviews and recommend supervisory and management staff for positions within the assigned area.
• Conducts weekly operations staff / training meetings with all area managers in the assigned area.
• Assign tasks to associates and inspect completed work for conformance to standards.
• Reviews and approves employee time records.
• Communicating regularly with employees and holds employees accountable, applying disciplinary procedures and partnering with Human Resources, as necessary.
• Maintains employee roster, timely submitting terminations or other data changes.

Morale/Employee Development Responsibilities:

• Identifies and mentor’s associates to develop Marsden’s next generation of leaders
• Actively develops supervisory and management staff to prepare for corporate growth; major responsibility in this area involves advancing associates along Marsden’s STEPS Career Path program.
• Identifies and Mentors High Potential employees.
• Employs tactics to retain employees; monitors 60-day retention and other metrics.
• Trains/mentors area managers and account managers for all job positions within the assigned area.

Skills and Qualifications

• Computer Skills - Ability to operate a Microsoft Windows-based computer to prepare payroll documents, budgets, write letters, send email, etc.
• Availability - Hours vary and typically occur outside of normal business hours with early morning, evening, weekend, and overnight work.
• Travel – Local travel between accounts is required daily as well as travel to other markets as requested.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops new customer start up (or shut down) plans, coordinates activities with cross-functional employees.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Ability to complete company training on, train the trainer, SOP, Coaching, Documentation of Progressive Discipline, Supply Ordering, Inspection, Safety audit, utilization of eHub software training, coding expenses in Concur, One on One sessions, handling suspension and terminations and interview and Marsden 10, 20 & Job Cost training

Education and Experience Required

• Minimum of 3 years management experience required
• Minimum of 3 years in the commercial janitorial industry preferred
• Experience working with a diverse population

Business Conduct

• Commitment to behave in compliance with the company’s values and Code of Conduct
• Builds a culture of work safety and leads by example with one's own safe behavior
• Treats co-workers with respect and approaches conflict with positive intent and professionalism
• Asks questions to understand why we do what we do and how we do it - champions change when improvements can be made
• Ensures one's own compliance with the company's published Operations Standards

EEO Statement

Marsden South and its affiliates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, creed, ancestry, sexual or affectional orientation, marital or veteran status, color, religion, sex, national origin, age, disability, genetics, status regarding public assistance or any characteristic protected under federal, state, or local law.