Manager, Operations

Description

Purpose

Oversee and drive operational excellence by ensuring service teams deliver high-quality pest control solutions, meet production goals, and provide exceptional customer experiences. This role exists to ensure technicians are scheduled, supported, and equipped to meet customer demand, while maintaining compliance, safety, and operational efficiency..

Key Contributions

• Lead daily service operations to ensure safe, compliant, and efficient execution of routes and services.
• Provide field leadership by directing technicians, conducting ride-alongs, and inspecting work quality.
• Support sales team in achieving monthly and quarterly sales targets.
• Manage operational performance, including production targets, inventory, and cost controls.
• Resolve escalated customer issues and ensure timely, effective follow-up.
• Support recruiting, onboarding, and training of service professionals.
• Partner with branch leadership on employee relations, performance management, and attendance.
• Ensure fleet, equipment, and tools are maintained in safe, operational condition.
• Oversee payroll accuracy, expense controls, and adherence to pricing and sales guidelines.
• Ensure compliance with all state, federal, and company policies and regulations.

Success Metrics

• Resolve =95% of escalated service issues within 48 hours.
• Maintain =98% accuracy in operational reporting, compliance documentation, accountability, and workflow submissions.
• Ensure team members meet weekly route completion and sales targets.
• Maintain zero repeat escalations for the same issue within a 30-day period.
• Maintain =90% fleet and inventory readiness with zero preventable safety incidents.

Growth Impact

• Accelerates revenue capture by reducing service gaps and ensuring operational coverage.
• Protects compliance through accurate documentation, background checks, and adherence to hiring and safety standards.
• Drives scalability by building efficient, repeatable processes for high-volume, field-based operations.
• Strengthens culture and retention by ensuring hiring quality, responsiveness, and positive team engagement.

Capabilities & Strengths

• Collaboration & Communication: Builds trust with team members and customers through clear, effective communication and partnership.
• Problem-Solving & Decision-Making: Demonstrates sound judgment in resolving customer and operational issues, and adapts to changing priorities.
• Leadership & Cultural Alignment: Provides in-the-field leadership, models company values, and fosters a culture of safety, compliance, and excellence.

Requirements

Required Qualifications

• High School diploma or equivalent with 5 years of proven driving experience.
• Minimum of 5 years’ experience in service industry or service management.
• Ability to pass a seven-year criminal background check, substance abuse testing, and three-year motor vehicle report.

Preferred Qualifications

• General Household Pest and Rodent Control License or Pest Control Operator Certification.
• Experience in multi-state, high-growth, or field-based environments.
• Advanced knowledge of pest control industry practices, safety, and compliance.