Operations Manager

The Operations Manager (OM) is responsible for the performance of service partners, the satisfaction of clients, and the overall well-being of their assigned business portfolio. The OM will specialize in rapid, thorough, and accurate communication with both location-level management and corporate facilities leaders (the client). The OM will work with the Account Managers, in their region to drive performance in line with the client's scope of work (SOW) and drive a growing partnership between regional operations and the service partner network.

Job duties:

• Manage service partner performance in line with Scope of Work (SOW) and Clients Service Level Agreement (SLAs).
• Review work orders and inspections, with an emphasis on finding out of scope areas of opportunity and ensuring contracted work is being performed to meet our contractual obligations.
• Develop rapport with location managers and corporate facilities managers by frequent communication. Builds relationships and nurtures them over time.
• Utilization of all CASE technology tools (Salesforce, CASE APP, NetSuite, etc.) to manage business on a daily basis.
• Work with Regional Director to develop and execute pre-season, in-season, and post-season plans.
• Manage sourcing of sites for all lines of service within a given geography.
• Identify when a site has unique needs that may require various equipment allocations from Service Partners.
• Manage Service Partners during snow season and during landscape season to ensure on-time service within assigned geographic area of responsibility.
• Develop and maintain long-term relationships with Service Partners and Customers.
• Oversee the questions and solutions regarding the Service Partner payments.
• Solve any issues with Service Partners' non-performance and manage completion of customer escalations or concerns.
• Become proficient in learning market rate pricing for exterior maintenance jobs, materials, fees, etc.
• Be a subject matter expert (SME) in our platform and proprietary App.
• Ensures validations of services are being completed on time and correctly.
• Connectedness and availability via phone /email/text for escalations and ongoing operational needs.
• Work with Partner Relations dept as needed in geographic area to support ongoing procurement and compliance needs of service partners in region.