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Operations Manager
The Operations Director is responsible for leading the Operations function of the business. They are critical in delivering on our missions to “Equip Franchise Owners to build great businesses for a greater purpose.” This is a hands-on leadership role that requires daily coaching and oversight of the Franchise Business Coach team, daily coaching of Unit Franchise Owners, developing and conducting training programs, visiting clients to resolve issues and prevent cancellations, and helping to ensure that company resources are being used efficiently and effectively. This is a full-time salaried position primarily working days, and occasionally nights and weekends.
Specific Duties:
Specific Duties:
- Provide day to day management of the Operations Staff. Including regular coaching and training, support with issues, and help in resolving issues that may arise.
- Accountable for the results of the Operations team. Including total cancellations franchise owner engagement, franchise sales and franchise development.
- Primarily responsible for retaining clients by executing the Stratus Operating System in collaboration with our Unit FOs
- Serve as a coach to individual franchise owners to help them build the skill set they need to build great businesses.
- Train and support Unit FOs in the operation of their cleaning business.
- Visit clients, perform routine inspections, and ensure the cleaning schedule is being executed to the client’s satisfaction.
- Analyze the root cause of any service concerns, then collaborate with the Unit FO to ensure client concerns are addressed
- Prepare and present proposed solutions for special service needs for our customers such as hard floor care, pressure washing, window cleaning, and carpet care.
- Coordinate and ensure the success of the start of service for new customers
- Coordinate and ensure the success of account transfers from one Unit FO to another
- Coordinate field training and development opportunities for our Unit Franchise Owners
Skills Needed:
- * Has experience in the janitorial services industry, specifically working with a franchise cleaning company*
- Bilingual: English & Spanish required
- Servant Leadership: Supporting others as a top priority
- Be able to resolve a wide range of cleaning issues effectively and efficiently
- Be diligent with follow-up and follow-through with customers, Unit FOs and office team daily
- Ability to present and hold training classes
- Knowledge of various floor care procedures including carpet cleaning, stripping and waxing, tile and grout cleaning a plus
- Able to work evenings and weekends when needed for account starts, field training and to conduct training classes
- Strong communication skills (both oral and written)
- Ability to build strong professional relationships with clients and franchise owners
- Ability to resolve conflicts / issues and use them as opportunities for the growth of our Unit FOs
Key Character Traits:
- Eager to Learn: Someone who respects experience and wants to be successful.
- Positive Demeanor: Puts good energy into the world and enjoys interacting with people
- Detail Oriented: The type of person that understands that how you do the little things is how you do everything
- Organized: Ability to multitask and prioritize many tasks without “dropping any balls”
- High Integrity and Trustworthiness: Someone who does the right thing even when no one is watching
- Self-Directed and Motivated: Without someone looking over your shoulder
Our Core Values:
- Faith - We put God at the center of everything we do and trust that he will guide our path
- Love - We care about people
- Excellence - We strive to be the best in the business
- Accountability - We deliver on our promises to the best of our abilities
- Integrity - We do the right thing, even when no one is watching
- Positive Attitude - We choose optimism, gratitude and resilience
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