The Senior Director of Operations is responsible for the growth, profitability and service continuity of the company’s business across its assigned territories in the US and Caribbean. This position’s purpose is to achieve the strategic objectives of the organization and take ownership of the Company’s service operations in a specific territory or location. The Senior Director of Operations reports to the Vice President of Service Delivery and Chief Operating Officer, participates in Company Committees, and directly supervises, coaches and mentors the Operations Management team.
Additionally, the Senior Director of Operations collaborates with finance, human resources, quality, safety, sales, and other functional staff to help achieve cohesive alignment of all departments toward service delivery. This position will be responsible for the organizational structure and performance of all customer accounts related to service delivery, including staffing, training and professional development of the workforce, performance metrics, financial results, resource planning and optimization. The Senior Director of Operations will be responsible for the retention, optimization and growth of client service relationships, and for the integration of new technologies as they may arise, driving a high-level consultative approach to customer service.
Key Responsibilities:
- Supervises and coordinates the work of subordinate directors, managers, supervisors and other staff, including reviewing work and production performance, motivating team members to work more effectively, identifying problems with performance and developing solutions to those problems, determining development paths for high-performance personnel, implementing the company’s standardized work processes, and initiating informal measures to correct misconduct or formal discipline.
- Proactively provides mentoring and coaching for the development of direct reports and promotes training and development through all service delivery layers.
- Leads the development and implementation of policies within the field, and operational changes to support growth.
- Ensures downflow of communication on an ongoing basis, in unforeseen circumstances, when unusual work situations arise or when new procedures are instituted.
- Ensures consistent and informative upstream communication to the Vice President of Service Delivery and other leadership team members.
- Performs personnel administrative tasks, including coordinating and participating in the hiring and promotion process, succession planning, supervising the training of new employees and the ongoing training of other employees, resolving unusual employee problems, and establishing normative guidelines for the workforce.
- Implements new employee management and customer relationship initiatives that are aligned with the company’s strategic goals.
- Regularly meets with subordinate staff to exchange information and to discuss issues affecting the success of field operations, supervises and performs special projects as required, and performs the duties of a lower-level positions as required.
- Regularly meets with Clients to ensure ongoing client satisfaction and service quality expectations, proactively providing relevant information to foment trust and transparency, while ensuring a fruitful value creation dynamic.
- Calls and conducts formal staff meetings to exchange information and to discuss ways to make each team function more efficiently.
- Regularly monitors the accuracy, completeness, and timeliness of project costs, revenues and overall financial performance.
- Provides periodic performance reports to executive management, including recommendations for improvements and organization-wide program changes.
- Ensures the use of automated systems, introduces new versions or functions, troubleshoots problems, contributes to meetings and ensures the organization is leveraging its technological capabilities to drive outcomes.
- Collaboratively sets, administers, and holds responsible parties accountable to budgets of each respective account within the organization.
- Provides recommendations on the structuring of new account opportunities to the sales department, to ensure the accounts will be operable within the Encompass strategic operational framework.
- Works with Service Managers to expand the value of each account and each territory or domain, through new service offerings, operating efficiencies, renewals, and expansions.
- Travels within and out of state for client meetings, service integrations, launching new territories, or building team relationships.
Knowledge, Skills
- Considerable knowledge of building services – including but not limited to janitorial, engineering, grounds maintenance, pressure washing, resilient floor care, carpet cleaning, regulatory compliance, corporate policies, and procedures and demonstrated ability to use those policies and procedures to resolve problems.
- Demonstrated proficiency in creating and working with documents in Microsoft Word and Excel and the ability to create spreadsheets and reporting with meaningful data gathered from the field.
- Proven history of analytical decision making and the utilization of KPIs and metrics to achieve operational goals.
- Demonstrated ability to proactively drive customer engagement and retention strategies through a clearly defined value proposition.
- Demonstrated ability to organize, direct, and perform high-level supervisory duties conducive to full performance and high morale, in accordance with established corporate values.
- Demonstrated ability to identify problems within the field and to develop efficient solutions.
- Exceptional ability to express ideas concisely and clearly, orally and in writing.
- Ability to perform the full range of projects and account cost/benefit processing duties.
- Considerable people skills, including the ability to establish and maintain effective working relationships with others, and conduct business in a courteous and professional manner.
Minimum Requirements
- Four (4) year BA degree in business, engineering, architecture, or hospitality, or the equivalent in education, training, and experience.
- Minimum 5 years’ experience in a complex industrial or commercial environment, at least 3 years of which must be in a director or equivalent role.
- Proven administrative, management, and leadership skills.
- Strong customer relations skills.
- Deep understanding of financial reporting.
- Strong knowledge and experience in safety protocols and risk management.
- Flexibility with regards to days and hours to be worked and willingness to travel.
- Ability to project appropriate company image and standards.
- Bi-lingual in English and Spanish is Must.
- Valid Florida Driver’s license.
- Pass a Level 2 background and national law enforcement security check.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Requires working under stressful conditions or working irregular hours, occasional high stress work may require dealing with customers/clients.
- Must be initiative-taking in identifying better ways to resolve problems, handle conflict, and make effective decisions under pressure.
- Requires some exposure to machines, minimal exposure to chemicals, and solvents that are not green certified.
- Must understand vague and implicit instructions, and react favorably in all work situations.
- Must be mentally adaptable and flexible in dealing with a variety of people.
- Available to be routinely provide guidance or handle difficult situations.
- Must be able to think creatively when faced with an unprecedented scenario, quickly weighing out the best short- and long-term solutions.
- Ability to do moderately difficult math calculations, input data into computer software programs and analyze data as necessary.
This Position Is onsite, Travel of 15%
Salary Base Upon Experience: 150K - 165KEncompass is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
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