Operations Manager - US Pest

The primary purpose of this role is to oversee technician recruiting, hiring, ongoing training, coaching, development​, and regular cadence of accountability, in order to maximize technician success and retention, as well as to ensure overall service quality to maximize customer retention.

Key Performance Indicators

• Customer Satisfaction & Retention

• Technician Retention 

• Technician Percentage of Staffing Budget (including productivity, timekeeping, and licensing)

• Team Safety Performance

• Route Completion

• Branch Schedule Efficiency

• Sales Growth

• Service Cost Control (fleet maintenance, materials & supplies, hourly time management)

Principal Duties and Responsibilities

• Oversee ongoing technician training, coaching, development​, and regular cadence of accountability, in order to maximize technician success and retention

• Recruit / hire residential and/or commercial pest, termite, specialty, and lawn technicians to maintain appropriate staffing levels ​

• Review and evaluate ongoing technician performance (via ride-a-longs and audits) ​

• Respond diligently and compassionately to customer concerns

• Ensure overall service quality to maximize customer retention 

• Fill in periodically on customer appointments to help close any temporary staffing gaps​

• Monitor branch scheduling and ensure customer appointments are completed efficiently and effectively​

• Ensure safety standards are met or exceeded and that all operations are in regulatory compliance​

• Monitor and maintain inventory levels of pest / termite control and home services products​

Required Qualifications

Knowledge, Skills & Abilities

• Adept at problem solving and identifying practical solutions​

• Ability to effectively lead and motivate others​

• Good aptitude for basic/intermediate math, for calculations related to sales/service​

• Strong communication skills (verbal, written, presenting) ​

• Ability to build rapport easily and establish trust with customers and employees​

Minimum Education Level/Certifications

• High school diploma (or GED)​

• Maintain licenses/certificates as required by federal, state, and/or local regulations​

• Maintain valid driver’s license​

Physical Demands/Environmental Conditions

• Moving up to 20 lbs by lifting, carrying, pushing, pulling, or repositioning objects

• Sitting, climbing, balancing, stooping, kneeling, crouching, and crawling

• Working in damp and/or dusty locations, confined spaces, narrow aisles, or passageways

• Going up and down stairs, ladders, scaffolding, ramps, and poles

• Operating a motor vehicle safely

• Ensuring vehicle and other equipment is maintained and kept clean

• Wearing personal protective equipment, including OSHA-compliant respirators

• Having healthy vision to perform detail-oriented activities at distances close to the eyes or within arm’s reach

• Ability to tolerate a variety of environmental conditions, including seasonal weather (extreme heat/cold)

• Flexibility with working hours, including some evening and weekend work, a rotating on-call schedule, and extended (50-60 hours/wk) schedule during peak season

Travel Requirement

Travel up to 100% of time within assigned territory(s)

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.