Job Title: Operations Manager	Salary: 60 - 90 K / Yearly
Location: Hyde Park, NY	Type: Full-Time
Zip Code: 12538

Description:

Craig Thomas Pest Control, Inc.
Fill out application at callcraig.com

Job Title: Branch/Operations Manager

Employees Rated On: Competencies

Employees Report To: General Manager/President

General Summary:
Develops business plan for branches. Directs and is responsible for activities of branch to achieve qualitative and quantitative goals. Maintains staffing levels effectively. Coaches and develops branch personnel and ensures they achieve and exceed expectations for performance in their specific positions. Positively participates in company's decision-making processes. Ability to implement and support company's decisions in the branch. Looks for and takes advantage of opportunities to improve operations and add value to the business. Has profit and loss responsibility.

To achieve required performance outcomes for this position, a person must satisfactorily perform the position's principle duties and responsibilities. Listed below are the principle duties and responsibilities, basic qualifications, and essential job functions. Reasonable accommodations may be made to help people with disabilities perform in this position.

Basic Qualifications - Required:
Four-year college degree or equivalent experience.
Five years experience in pest control service and sales; two years in management role.
Maintains current state license and certification.
Thorough knowledge of pests indigenous to the Northwest.
Thorough knowledge of pest control products, services, and treatments; pest control regulations, and safety procedures.
High-level ability to diagnose pest problems, bird and wildlife control.
Knowledge of human resource management and employee development methods.
Extensive knowledge of computers and common business software (e.g., MS Office), and operational accounting
principles.

Required Skills:
Knowledge of sales building processes and practices.
Knowledge of human resource management and employee development methods.
Knowledge of basic general accounting principles.
Knowledge of MS Windows operating systems.
Knowledge of MS Office business applications.
Skill in using MS Office business applications.
Skill in oral and written communication.
Skill in coaching and directing the activities of others.
Skill in conducting performance appraisals.
Skill in planning and prioritizing work.
Skill in conducting meetings.
Skill in promoting cooperation, building teamwork, and resolving conflict.
Skill in using disciplinary procedures.
Skill in developing financial budgets and working within financial plans.
Skill in using computers and business-related software (e.g., MS Office).
Ability to obtain and maintain operational licensure and supervisory credentials as required by state.
Ability to operate a motor vehicle.
Ability to ascend and descend stairs.
Ability to lift and carry up to 20 pounds.

Competencies and Behaviors:
Customer Service
Interacts with others (customers, co-workers, management) in a cooperative, positive, and professional manner.
Acts quickly and appropriately to address actual or potential problems.
Takes advantage of opportunities to exceed customer expectations.
Maintains composure and self-control at all times.
Makes personal visits to key customers; performs service as required by circumstances.
Communication
Solicits and provides constructive and accurate feedback.
Effectively uses communication technologies as required (e.g., telephone, pager, computer, fax, email, etc.).
Communicates effectively (verbal and written) and in a timely manner with peers, customers, and management.
Shares information with others.
Individual Skills
Effectively organizes own work and gets things done on a timely basis.
Considers positive and negative consequences to do things right the first time.
Demonstrates a sense of urgency to win (for self, team and customer).
Takes initiative when necessary (without exceeding boundaries).
Maintains and applies appropriate skill.
Wears clean work clothes and appropriate footwear; maintains personal hygiene.
Teamwork
Puts the interests of co-workers and the team ahead of self when appropriate.
Recognizes and celebrates successes of team members.
Involves others when necessary to overcome challenges.
Shows respect for a diverse range of opinions, ideas, and people.
Offers suggestions for improvement; embraces and implements change.
Uses suggestions and/or critical feedback from others to improve own job performance.
Administration and Miscellaneous
Reports and paperwork are thorough, accurate, legible, and on time.
Uses company resources/property in a skillful, professional, and respectful manner.
Performs other tasks as requested by his/her immediate supervisor.
Staffing
Effectively hires for branch; uses provided hiring tools (e.g., IPM System, etc.) and processes.
Maintains staffing level consistent with budget.
Works cooperatively with sales manager when hiring sales representatives.
Ensures branch personnel complete training as required.
Recognizes and reinforces performance achievements and improvements.
Conducts regular performance reviews of direct reports.
Operations Management
Develops and implements branch business plan.
Monitors financial performance actual versus budgets.
Adjusts as required achieve stated financial goals.
Visits key customers to strengthen customer confidence and ensure company is exceeding expectations;including programmed supervision.
Ensures top service to customers, knows customers, and understands key customer "books of business."
Performs collections as requested or required.
Ensures proper use and maintenance of branch vehicles, and physical office and equipment.
Coordinates scheduling of work with office.
Coordinates communication and cooperation with sales and service.
Service Management (Quality)
Maintains awareness of direct reports' job performance.
Develops leadership skills of service manager.
Creates positive working environment.
Knows book of business; coaches team on the importance of retention of customers.
Stands for cooperation, teamwork, and 'customer first' service.
Rides (spends time) with people to coach, involve, and convey appreciation.
Growth
Develops and supports assigned sales representative(s).
Ensures full advantage is taken of sales opportunities.
Focuses on route base growth.
Focuses on productivity to maximize branch capacity.
Encourages team participation in branch growth.

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