Operations/Client Manager - Commercial Landscaping

COMPANY OVERVIEW:

Who We Are

First impressions are everything, so your property needs to look its best, no matter what the season. At Reliable Property Services, we help you set the tone for your exterior, delivering on-spec property maintenance services on time and on budget. Winter, spring, summer, and fall, our team of experts is dedicated to you and your satisfaction. As a part of the Aspen Grove Landscape Companies, we offer the expertise and personal touch of a local partner, coupled with the vast resources of a national organization.

While snow and ice management remain a core competency, we also provide our customers with complete grounds management programs, including landscape management and maintenance, landscape enhancements, irrigation management, and landscape construction, as well as comprehensive golf course grounds management services. With professional staff, state-of-the-art equipment, and cutting-edge information systems, we service Minnesota and Wisconsin out of offices in those states.

Our Mission

At Reliable Property Services, our mission is to consistently meet our customer's service and value expectations as measured through our "On-spec score" and seasonal property benchmark scores-and to recruit, motivate, and retain the highest quality staff.

Our Values

• Quality - The ability to understand the needs and expectations of our customers and staff, and to continuously provide services that satisfy those needs and exceed expectations.

• Integrity - To achieve the highest standards of integrity in all the services we deliver to customers. To provide a culture based on integrity and a continuous improvement process, enabling employees to achieve personal and career goals.

• Communication - Nurturing relationships with our customers year after year, delivering services with honesty, loyalty, and good old-fashioned hard work.

COMPENSATION & BENEFITS

• Competitive Salary

• Company Cell Phone & Laptop

• Comprehensive Benefits (Medical, Dental, Vision)

• Life Insurance

• 401k (Match)

• PTO

• Paid Holidays

• Paid Training & Development

POSITION SUMMARY:

The Operations/Client Manager is responsible for managing all aspects of operations and production on a portfolio of maintenance accounts including labor, materials, and equipment. The Operations/Client Manager is also responsible for developing and maintaining successful relationships with clients that support the goals for renewal, retention, growth, and profitability. Operations/Client Managers evaluate the performance of Service Level Agreements, quality levels and financials within their accounts. They will own the client relationship and will serve as the primary point of contact for assigned clients. This position reports directly to the Branch Manager and is responsible for managing a book of business at a minimum of $1 Million.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Support company vision, policies, procedures, safety/training programs, perform accordingly and pass along to other employees.

• To be familiar with each job's specifications and ensure compliance with quality and efficiency standards.

• Work with management team to map out the seasonal work schedules. Develop, communicate and maintain schedules for maintenance work on all jobs, coordinate manpower, equipment and materials in a timely fashion.

• Perform inspections of equipment and vehicles to see that all is being maintained properly.

• Ensure client requests are responded to in a timely manner. Manage operational issues and quickly implement alternative and creative solutions. Communicate proactively and work in concert with the Client Management team to resolve client concerns when applicable.

• Manage budget and monitor job cost reports regularly and report back to crew to increase productivity and job efficiency including total hours worked by crew and services performed to ensure quality and profitability. Provide long and short-term planning for maximum efficiency and no wasted time for Crews.

• Manage and lead several teams. Assist in the hiring and successful onboarding of new team members. Encourage growth and development through training programs and succession planning. Provide coaching and timely feedback to optimize performance. Oversee and implement performance improvement processes when needed.

• Train employees in all aspects of the job (safety, quality, efficiency, equipment).

• Work closely with the Branch Manager to lead the branch and meet monthly budgets.

• Maintains relationship and direct communication with all levels of client organizations to ensure high quality and service expectations are met.

• Assists in developing and implementing account-specific vision, strategies, and creative solutions. Monitors and manages account profitability and drives retention and growth of contract business.

• Acts as primary escalation responsibility for client concerns by proactively assisting in resolving issues with customer service when needed.

• Conducts regular business reviews with clients to assess expectations (to be documented) as well as each maintenance team's performance to incorporate goals pertaining to quality, maintenance functions, and personnel development.

• Identifies, estimates and presents opportunities for new business and enhancements.

• Monitor the implementation of approved work orders (Irrigation, Mulch, Turf Care and Seasonal Color).

• Works in tandem with business development staff to achieve branch sales goals through referrals and generates sales opportunities within Client portfolios.

• Effectively manages and completes the client transition from the Sales Team to the Operations Team.

• Ensures familiarity with each job's specifications that each account has a solid communication plan in place and that it is administered successfully. Communicates with production staff daily on schedules for work on all jobs and assists in prioritizing work.

• Provides client feedback to the Operations Team in a manner that allows the Operations Team to effectively facilitate change / corrective action.

• Partners with Project Management in organizing and implementing Client requests and operational procedures on property sites, and schedules regular meetings with Supervisors & Team members to communicate plans and ensure proper and timely billing.

• Snow Program Participation (generally Nov. 1 - Apr. 1 for applicable Areas): Must be available on an as-needed basis (day or night) to assist with customer sales and complaints, manage subcontractors, provide constant communication with operations, and participate in snow events when applicable.

KPI'S:

• Quality Control Audits, 90% or better.

• Safety Inspections, 100% complete, 90% passing or better.

• Contract Renewal 95% or better.

• Quality jobs completed on time within the budgeted hours.

• Customer Surveys demonstrate favorable remarks.

• Equipment Inspections show that maintenance program is followed.

• Crews working safely and efficiently in accordance with Company standard.

• Crew leaders working at a high level with an emphasis on accountability.

• Critical field best practices are understood by all team members and followed on a consistent basis.

• Employees are being developed in accordance with the appropriate HR processes.

• Aspire best practices are followed in the area of time tracking, purchase orders and scheduling.

• Portfolio retention 90% or greater.

• Management capacity of $1.5M or better.

• Positive scores on client surveys.

• Enhancement revenue at a minimum of 30% of portfolio.

• Consistent source of lead generation and referral business to sales team.

• Enhancement and Contract sales meet or exceed individual goals set by client manager and branch manager.

EDUCATION & EXPERIENCE QUALIFICATIONS:

• High School degree required. Associates or Bachelor's Degree desirable.

• 2 - 4 years of experience as a supervisor/manager with proven ability to train, nurture and develop employees and determine leadership skills in others. General knowledge of irrigation systems & turf management programs.

• 1 - 2 years of experience using Aspire Software preferred.

SKILLS & ABILITIES QUALIFICATIONS:

• Excellent organizational skills and attention to detail, with the ability to schedule multiple projects, prioritize work and perform several tasks concurrently with ease and professionalism.

• Exceptional problem-solving skills.

• Ability to work independently with a high level of accountability and responsibility for all activities of self and team.

• Strong interpersonal and communication skills, with the ability to effectively communicate to all levels of leadership, team members and clients both verbally and written.

• Must be able to maintain confidentiality and trust when dealing with difficult, sensitive and confidential issues.

• Strong working knowledge of computers with proficiency in Microsoft Outlook, Word and Excel. Experience.

• Must be able to travel to and from Company office and client locations, with the ability to attend after hours events when necessary (board meetings, networking events).

• Highly organized with great follow-up abilities.

• Must possess and demonstrate excellent interpersonal and conflict resolution skills with the ability to negotiate

• Valid driver's license with a reasonably clean record.

PHYSICAL REQUIREMENTS:

Rarely: Crawling, climbing on/off truck, climbing poles, gripping, color vision, pushing, pulling, climbing ladders, balancing, lifting up to 50lbs.

Occasionally: Kneeling, squatting, sense of touch, manual dexterity, reaching, range of motion, lifting, carrying, lifting over 10lbs to 50lbs.

Frequently: Standing, walking, stooping, climbing stairs.

Continuously: Sitting, body twisting, speaking clearly, seeing distant, seeing, reading, hearing - speech range, depth perception, lifting up to 10lbs.

Rarely = less than 10%

Occasionally = up to 33%

Frequently = up to 66%

Continuously = 67% to 100%