Branch Operations Manager

A Branch Operations Manager oversees the daily operations of a branch, ensuring efficiency, customer satisfaction, and regulatory compliance. They are responsible for managing staff, implementing operational policies, and achieving performance goals. Their role also includes monitoring performance metrics, identifying areas for improvement, and contributing to the overall success of the branch and the organization.

Core Responsibilities:

• Operational Management: Overseeing daily branch execution and operations, ensuring timely and quality service delivery. Ensures that a safe workplace is provided for all associates by ongoing training and adherence to company policies. Prepares composite reports from individual reports of subordinates. Translate district-level goals into daily priorities at the branch level, ensuring alignment and focus. Supervise technician teams and handle local issue resolution. Lead daily huddles to surface field-level issues and reinforce coaching provided by District Manager
• Staff Management: Managing and leading branch staff, including hiring, training, performance evaluations, and development. Recruits, interviews and selects personnel needed to efficiently staff the service function. Evaluates performance, makes salary recommendations, and administers disciplinary actions consistent with company policy. Plan and conduct new hire and on-going training for service personnel in customer service skills, technical skills, safety policies, and procedures.
• Customer Service: Serve as the face of the branch for customer ensuring high levels of customer satisfaction through efficient service delivery and addressing customer inquiries and issues. Ensures branch-level processes enable positive customer relationships, and that employees engaging with customers are doing so in an appropriate way from a communication and content standpoint. Coaches and develops lawn specialists and trainees. Works with other managers to identify ways to reduce customer cancellations. Sets customer context for the team and assists the team in preparing required materials and presentations for interactions with the customer team
• Compliance: Ensuring adherence to company policies, as well as federal, state, and local regulations. Monitors and ensures proper licensing of production staff.
• Financial Management: Managing budgets, forecasts, and financial performance metrics for the branch.
• Performance Analysis: Analyzing operational data to identify trends, challenges, and opportunities for improvement.
• Strategic Implementation: Developing and implementing operational strategies to drive efficiency and optimize branch performance.
• Team Leadership: Fostering a positive branch culture, promoting employee engagement, and driving team success. Monitors and positively impacts Associate Engagement and Culture Initiatives
• Process Improvement: Identifying and recommending process improvements to enhance efficiency and profitability. Examines associate work for accuracy, neatness, and conformance to best practices as well as company policies and procedures.

Competencies:

• Leadership and Management: Strong leadership skills to effectively manage and motivate a team.
• Operational Expertise: A thorough understanding of branch operations and business processes.
• Customer Service: Excellent customer service skills and a commitment to providing a positive customer experience.
• Communication Skills: Strong verbal and written communication skills.
• Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions.
• Financial Acumen: Understanding of financial management principles and budgeting.
• Problem-Solving: Ability to identify and resolve operational issues and challenges.
• Compliance Knowledge: Familiarity with relevant regulations and compliance requirements.
• Adaptability: Ability to adapt to changing business needs and implement new strategies.

Education and Experience Requirements

• Associate’s degree in a business-related discipline and two (2) or more years of related experience in lawn/horticulture/agronomy/lawn care services required, or an equivalent combination of education and experience.
• 2+ years of supervisory management experience required.
• Valid, permanent driver’s license from state of residence.
• Must be 21 years of age by date of hire.

Success Factors

Leadership and Team Management:

• Guiding, mentoring, and inspiring the branch associates and Service Managers to achieve goals and foster a culture of success is crucial. Recruiting talented individuals, fostering collaboration, and promoting a positive work environment.

Operational Excellence:

• Identify and eliminate inefficiencies and bottlenecks in workflows to improve productivity and quality. Utilizing systems and tools to optimize operations and track performance. Ensure adherence to company policies, industry regulations, and identifying and mitigating potential risks.

Customer Service Focus:

• Ensure that our associates/managers provide a positive customer experience, promptly resolving issues, building strong relationships, and driving customer retention. Understanding customer needs by using resource generated feedback to personalize service and product offerings,.

Strategic Thinking and Decision Making:

• Set clear objectives for associates/managers by defining measurable goals for the branch and aligning them with the company's overall strategy. Analyze operational and financial data to identify trends, opportunities for improvement, and inform strategic decisions. Being able to respond to changes in the market, industry and/or customers and overcoming challenges.

Communication and Interpersonal Skills:

• Effectively conveying objectives and strategies, providing feedback, and creating a collaborative and inclusive work environment. Address conflicts promptly and professionally to maintain positive relationships and a healthy work environment. Foster strong relationships with associates, ops leadership, and customers.

Key Metrics

• Service completion rate
• On-time service rate
• Branch NPS
• Daily route efficiency
• Safety and compliance metrics

Financial Targets

• Meet daily revenue goals
• Minimize service rework
• Reduce overtime
• Daily productivity metrics (e.g., stops/hour)

Key Capabilities

Individual

• Team management and scheduling optimization
• Frontline leadership
• Service quality control
• Issue resolution

Team

• Tight coordination across technicians, scheduling, and customer service to deliver consistent outcomes
• Customer interaction and service delivery discipline
• Service quality and punctuality

Decision Rights

Owns

• Daily schedules, technician dispatching, local team assignments
• Technician supervision
• Minor purchases

Influences

• Branch hiring recommendations
• Input on customer satisfaction programs
• Local marketing activities and process improvements