These responsibilities and duties will be carried out under the highest professional standards and ethics.  Below is a listing of the detailed functions to be performed and managed by the Director of Operations in Charlotte:

STRATEGIC:

People:

• Lead, train, mentor, and evaluate all direct reports
• Ensure consistent adherence to protocols across Operations Team, using the home office as the model but adjusting as needed to fit the Charlotte market’s unique needs
• Close collaboration with Sales Team members – Charlotte to ensure maximized operational capacity and project execution
• Collaborate with shared services teams on recruiting and hiring, procurement, inventory, financial reporting, etc.
• Collaborate on technician training program
• Leadership and collaboration on ownership of Ops meetings:
  • Weekly tech meetings
  • Operations Management meetings
  • Morning huddles/ Toolbox Safety meetings
  • 1-on-1s/ Performance reviews or coaching sessions as appropriate
• Operations Reports and incident reporting
• LT and AT of the Month/Year leaderboard and KPI scoring
• Subcontractor management (daily progress, job docs, COGs, sub payout authorization)
• Conduct comprehensive assessments on all aspects of operations

Projects:

• Review all scope details well in advance of all project start dates
• Ensure proper match between project and crew assignment options
• Ensure correct vehicles, equipment, chemicals, safety equipment etc. are allocated to projects
• Delivering an A+ “Internal customer experience” to the Sales Team so they are equipped with excellent information in real time to deliver an A+ customer experience externally to our property manager clients
• Job administration in our field management software system.
• Implement and administer weekend on-call rotation schedule

TACTICAL:

Crew Leadership & Management:

• Knowing each team member personally, including goals, challenges, etc.
• Following data for short and long-term performance needs
• Celebrating wins and correcting issues
• Mid and end of day check ins
• Participation and leadership in team building events
• Driving a culture of ownership and stewardship
• Point of contact if technician fails to meet a deadline or adhere to a protocol
• Compliments and issues administration; progressive discipline policy
• Screening and hiring technician candidates

Mentorship/ Technician Development:

• Semi-annual reviews and goal setting in collaboration with VP of HR
• Collaborate with Training and Project Managers where need to develop technicians
• Proactive updates to the Technician Development Plan in BambooHR
• One-on-one meetings with direct reports
• Advocate for technicians, encourage them and hold them accountable

Project Game planning:

• Morning huddle/ briefing
• Assign Floating Technicians
• Confirming hydrant meter rentals, inventory, scope, out of town jobs, etc.
• Technician project matching
• Highlighting special chemicals
• Truck inspections

Service Trade & Internal Administration:

• Confirming protocol adherence: clock events, photos, comments, deficiencies (tagging/ scoring, COGS logging)
• Quality assurance site visits
• Timeclock hours approval each Monday
• Administration of fire hydrant meter procurement, usage, and return
• Approve expense/ receipt report for each cardholder direct report

• Authorization to drive SOR vehicles
• Highly motivated and self-driven
• Excellent verbal and written communication skills
• Engaged and committed to the job
• Responsive to inquiries and requests
• Proactively communicates relevant information
• Possesses a proactive “can-do” attitude
• Willingness to learn and be coached
• Strong problem-solving abilities
• Professionalism and sound judgment to guide teams and be a company leader