Operations Manager Landscape

OPERATIONS MANAGER JOB DESCRIPTION

PURPOSE OF THE ROLE

Directs and coordinates daily production schedules and plans for weekly and monthly variations; ensures consistent quality control and client satisfaction; maintains a premium level of service-to-client relations; meets budget standards at the gross margin level; assures maximum use of service personnel, equipment, and materials; and assists lawn maintenance and design/build personnel in carrying out their responsibilities. Reports to the General Manager/Owner.
 

Direct reports include the Production Manager, Project Manager and Mechanic staff who maintain and repair trucks, trailers, and equipment.  Partners and aligns with Sales and Account Management teams to ensure staffing forecasts are aligned with revenue goals and client retention objectives.  Responsible for achieving financial goals at the gross margin level while ensuring service excellence in all client-facing operations.

Time Allocation:
Approximately 50% of time is spent in the field conducting proactive quality evaluations, employee SOP compliance training, and client interaction visits to ensure premium-level service delivery and client retention. The remaining 50% of time is spent in the office managing operational, financial, and administrative functions.

Hours:
Typical hours are Monday through Friday, 6:45 AM – 4:00/4:30 PM, depending on scheduling and crew return times. Saturdays are required to complete the weeks scheduled jobs when weather impacts Monday-through Friday schedule. In addition, rare seasonal influx of additional jobs may cause increase in Saturday work schedule.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Financial

• Review and analyze budget vs. actual P&L reports; identify causes and solutions for variances.
• Responsible for all budgets above gross margin, including labor, materials, fuel, small tools, and equipment.
• Manage purchasing and cost-control programs.
• Utilize financial reports to improve workflow profitability.
• Provide input into business planning and revenue projections.

Client Management

• Serve as primary client contact for escalated issues, ensuring prompt, professional, and empathetic resolution.
• Conduct regular proactive client visits to confirm satisfaction and address potential concerns before they escalate.
• Oversee the Client Complaint & Compliment Log and implement action plans for service recovery and improvement.
• Develop and maintain a Client Retention Program, including follow-up after service recovery, satisfaction surveys, and renewal initiatives.
• Lead the Top 25 Client Program, ensuring consistent communication, quarterly reviews, and quality inspections.
• Collaborate with Account Managers and Sales Team to maintain strong client relationships, renew contracts, and identify enhancement opportunities.
• Participate in community and client-driven events representing the company professionally.

Employee Management

• Continuously improve and implement recruiting, onboarding, and training programs.
• Conduct SOP field training weekly to reinforce compliance, safety, and operational standards.
• Conduct weekly meetings with direct reports to discuss progress towards KPI’s and ensure they are doing same with their direct reports.
• Perform supervisory and leadership development training for key employees.
• Establish and track career paths and development plans for crew leaders and managers.
• Oversee all disciplinary actions, corrective action planning, morale programs, and performance evaluations.
• Serve as liaison between field and office for communication and coordination.

Field and Quality Management

• Spend significant time in the field observing crews, coaching, and verifying adherence to Standard Operating Procedures (SOPs).
• Conduct and document proactive Quality Control Evaluations.
• Set and monitor quality benchmarks using the Quality Control Inspection Forms; post and review results with field staff.
• Ensure premium-level service is delivered consistently through training, coaching, and quality audits.
• Monitor job performance against contract specifications and client expectations.
• Maintain and update the Master Services Calendar based on seasonal variations and client needs.
• Implement agronomic and enhancement programs in coordination with technical support staff.

Safety Management

• Enforce all Safety Programs and SOPs per company policy and OSHA standards.
• Conduct safety audits in the field to verify compliance with PPE and operating standards.
• Document all tailgate safety meetings and file sign-in sheets the same day.
• Maintain MSDS documentation and oversee the fleet safety program.

Equipment and Shop Management

• Oversee Preventive Maintenance and monthly tool inventory audits.
• Develop an annual equipment replacement plan based on life expectancy and usage.
• Ensure safe storage and utilization of shop chemicals and equipment.
• Ensure the appearance of all trucks and trailers support our brand, including weekly truck washing and cleaning

Office and Administrative

• Maintain professional and organized office operations.
• Collaborate with the administrative team to ensure accurate documentation, reporting, and licensing.
• Support brand compliance through employee uniform standards and client presentation expectations.