Operations Manager

Job DescriptionJob Description

Job Title: Operations Manager
Reports to: Director of Operations
Location: Raleigh, NC

Compensation: Targeted at $70k base salary plus incentives, take home vehicle, cell phone, laptop, PTO and Healthcare insurance

Job Summary: The Operations Manager leads technician teams, owns service execution, and ensures timely and compliant administrative oversight. This position drives technician development, crew performance, internal customer satisfaction, and long-term operational success.

Supervisory Responsibilities: Direct reports: Senior Lead Technicians, Associate Technicians, and Floating Technicians as assigned

Leadership Responsibilities: Direct leadership and leadership by example, working to display SOR core values in all tasks

Duties/Responsibilities:

Crew Leadership & Management:
- Know each team member personally, including goals, strengths, and areas for improvement
- Maintain a culture of ownership, professionalism, and performance
- Lead mid-day and end-of-day check-ins and team-building efforts
- Administer recognition, coaching, and corrective actions as needed
- Maintain visibility into job performance across all technician levels, not just lead technicians
- Ensure that company policies, safety protocols, and expectations are enforced consistently
- Collaborate with the Director of Operations on screening and hiring operations candidates
- Ensure equipment assigned to your team members is maintained, tracked, and reported in accordance with company standards

Mentorship & Technician Development:
- Conduct timely one-on-one check-ins and semi-annual performance reviews with direct reports
- Maintain and update Technician Development Plans (TDPs) in BambooHR
- Track technician skills and goals, assign training, and log completion
- Coordinate with the Training & Safety Manager on team progress and schedule
- Proactively guide promotions based on performance and development
- Support the implementation of and adherence to field-level safety protocols in partnership with the Safety Manager

Administrative Oversight:
- Ensure accurate weekly timecard approvals by Monday deadlines for assigned team
- Ensure timely and compliant handling of injury reporting and workers' compensation processes, including daily follow-up with injured employees
- Monitor and approve expenses and receipts for assigned cardholders
- Collaborate with the Ops Coordinator to review hydrant meter data, inventory, and job logistics
- Own compliance with ServiceTrade clock events, comments, photo documentation, tagging, and QSI standards
- Understand and enforce internal policies (such as driving authorization status)

Project Execution & Field Support:
- Conduct morning huddles and project briefings
- Assign floating technicians and match crews to appropriate projects
- Coordinate job preparation, chemical needs, and equipment inspections
- Oversee truck inspections and confirm readiness for assigned work

Internal Communication & Collaboration:
- Participate in weekly check-ins with Account Managers and other departments
- Communicate issues proactively and completely, including a proposed solution or decision deadline
- Represent operations as a reliable partner to internal and external stakeholders
- Own resolution of post-service client concerns in collaboration with Account Managers

Required Skills/Abilities:
- Highly motivated and self-driven
- Excellent verbal and written communication skills
- Professionalism and sound judgment
- Alignment with Company goals and values
- Responsive to inquiries and requests
- Proactively communicates relevant information
- Comfortable giving and receiving feedback
- Ability to independently follow through on tasks and lead others to do the same
- Authorization to drive SOR vehicles

Skills/Abilities:
- Experience with people management
- Proficiency with MacBooks and SOR's software stack (e.g., BambooHR, ServiceTrade)

Physical Requirements:
- Must be able to read, understand, and follow English safety instructions and OSHA/ SDS documentation
- Must be able to walk, stand, squat, climb, and execute safety protocols
- Prolonged periods siting or standing at a desk and working on a computer
- Must be able to access and navigate company warehouses and job sites
- Requires the ability to operate standard office equipment and keyboards - - - Must be able to lift and carry small parcels and packages, walk short distances, and drive a vehicle for deliveries and job site visits

Schedule Requirements:
Day shift OMs: (Monday through Friday, 7:30 AM - 4 PM)
- After-hours work required at times for engagement and management of night shift Operations Manager
- After-hours or weekend work required at times due to urgency of business needs
- 100% in-office or on job sites

Customer-Facing: Yes

Vehicle Status: Take-home vehicle Authorized to utilize field service vehicles and shop vehicles

Education & Experience: Sufficient education and experience to allow for strong leadership, independent task execution, and high-quality communication. Examples:
- Bachelor's Degree in Business Administration plus 2 years of relevant experience or
- Associate's Degree in Business Administration plus 4 years of relevant experience or High School Diploma or equivalent plus 6 years of relevant experience

Pay Type: Salary, annualized and paid weekly per week worked

Pay Category: Salary exempt

Benefits:
- Subsidized individual medical insurance/ Family medical insurance
- Available individual supplemental insurances/Family supplement insurances.
- 401(k) with matching
- Paid Time Off (PTO)
- Paid Holidays

Reporting Chain: OM → DO → MAP → CEO