Director of Operations

Director of Operations

Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.

• APPLICANTS MUST LIVE WITHIN ONE HOUR OF ALBANY

Building relationships and enhancing the lives around us is our passion. At Thomas Pest Services, pest control allows us to achieve just that. We seek a relationship-driven leader to develop and support our team, building strong connections with both customers and colleagues.

As the Director of Operations, you’ll lead our service and customer service teams with a focus on exceptional service delivery, efficiency, and continuous improvement. You will oversee day-to-day operations, ensuring customer satisfaction and helping us achieve our revenue goals through team management and strategic planning. Your role will require strong leadership, computer literacy, attention to detail, and multitasking skills.

Responsibilities for Director of Operations :

Leading, managing, and holding operations supervisors and their teams accountable

Attend weekly executive and departmental meetings

Hold quarterly conversations

Train and develop team members

Maintain quality service by enforcing quality and customer service standards

Analyze, and resolve quality and customer service problems and recommend improvements

Maintain an “on track” scorecard

Set weekly department goals and individual goals

Work with supervisors to average 50% of bonus structure based on their team score cards

Quality Assurance and Customer Retention

Maintain a service effectiveness rate of 96% or higher

Drive customer retention goals and maintain 98% retention per month

Oversee quality control, audit service standards, analyze customer feedback, and implement necessary improvements

Develop a process to monitor urgent service requests and cancellations

Performance Management

Maintain an “on-track” scorecard for the team, setting weekly departmental and individual goals

Collaborate with supervisors to ensure a 50% target achievement on team scorecards

Manage tech production, ensuring an annual productivity target of $210K per technician or $15,500 monthly

Achieve and maintain a Gross Profit margin of 52% or higher.

Inventory and Equipment Management

Manage inventory orders across all locations, adhering to budget guidelines

Evaluate and select products to ensure staff are equipped with the right tools

Ensure vehicles and equipment are properly stocked, maintained, and cleaned

Partner with the finance team to manage vehicle acquisition and maintain expenses within budget

Fleet Management

Coordinate with supervisors on regular vehicle maintenance schedules

Manage fleet logistics, including vehicle needs and budgeting for maintenance

Scheduling and Routing Efficiency

Work alongside route and office managers to optimize service team routing and scheduling

Adjust and monitor field routing, client audits, and appointment scheduling to enhance operational efficiency

Strategic Alignment and Communication

Attend weekly executive, departmental, and field-level meetings

Conduct weekly or bi-weekly meetings with supervisors to ensure alignment

Establish and maintain an “on-track” scorecard and set individual and departmental goals aligned with company objectives

Measurables : Callback Percentage

Cancellation Percentage

Collections

Cost Efficiency

Direct Labor

Service Timeliness

Requirements :

Leadership Skills : The Director of Operations needs strong leadership and listening skills to guide and motivate their team. This includes setting clear expectations, providing constructive feedback, and leading by example.

Communication Skills : Directors must be able to communicate with team members, customers, and other departments clearly and professionally, both in writing and verbally.

Customer Focus : Be dedicated to delivering exceptional customer service and resolving issues promptly.

Problem-Solving Abilities : Demonstrate strong problem-solving skills and multitasking skills to find solutions that satisfy both the customer and the company. This includes learning concepts, technical information related to the pest control industry, and utilizing technology.

Team Management : Directors are responsible for managing and developing their team. This requires skills in team building, conflict resolution, performance evaluation, and providing opportunities for growth and development.

Background check, driving record and drug testing required upon job offer

Employment reference checks required

Must have a minimum of 5 years work experience

No pest control experience is required. At Thomas Pest Services, we are committed to training and educational programs to provide our professional team with a strong foundation to drive their success.

What You Get : Compensation

$95,000 - $115,000 annually, with a performance-based bonus program paid quarterly

Benefits

Simple IRA (3% match after one year of employment)

$350.00 towards health insurance including dental and vision.?

Perks

Cell Phone

Company Computer

Company Vehicle and Gas Card

Company Paid Uniforms

Time Off

Paid time off starts accruing day 1 of employment

Paid Holidays

Here is some additional information...

Monday - Friday, 7 : 00 am - 5 pm (need to be available 6 : 00 until 6 : 00 if needed).

Thomas Pest Services is an EOE and drug-free workplace.

Compensation details : 95000-115000 Yearly Salary

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