November 5, 2024

Thomas Pest Services

Schenectady

FULL TIME

Director of Operations

Director of Operations
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.