Director of Operations

Major Areas of Focus

The Director of Operations (DOO) has P&L responsibility for their business unit. They are directly responsible for all sales in their region and the employees, equipment, real estate, and general infrastructure required for the fulfillment of those sales. The DOO works closely with the Director of Home Office and Director of Business Development.

The DOO has the most employees under his/her care and has a great responsibility to ensure all are developed according to ECF Culture. Our organizational plan places the DOO only four levels away from the front line. He knows the appearance of his front-line, their names, ranks, strengths, weaknesses, goals, and dreams. He is a steward of the company's mission statement.

The DOO is responsible for the development and implementation of the operating budget. This includes the sales budget. The DOO oversees Account Executives and supports the sales process by promoting the ECF Brand, attending sales presentations, and negotiating agreements.

• Accountable for the management of a division of the company that spans multiple geographic markets
• Is a sales, operations, and safety leader
• Is a champion of ECF Culture, and gives thoughtful attention and care to front-line workers
• Works closely with Executive Management
• Reports to the President

Essential duties and responsibilities include the following. Other duties may also be assigned.

Safety

• Always sets the example in matters of safety
• Responsible for implementation of all training schedules and initiatives as set by the Corporate Safety Committee
• Directly responsible for any lost time accidents that occur within the division coverage area
• Directly responsible for safety infractions committed by division personnel
• Maintains self-certifications including OSHA 10, ASM (if division spans snow markets), and appropriate pesticide licenses

Training & Development

• Responsible for implementation of weekly Crew Leader muster training as scheduled by the Home Office
• Ensures that operations managers and supervisors are training crew leaders and crew members in a meaningful way including training on soft skills, technical skills, and safety.

Leadership

• Cares about people, and helps them to grow and achieve their personal goals
• Maintains a visible and strong presence at the Service Centers, satellites of the division, and on the job sites
• Is a professional steward of company initiatives, policies, and priorities as set forth by ownership
• Always preserves and promotes the Chain of Command
• Ensures that all subordinates are closely adhering to company policies
• Participates in and drives the ECF Egress Standard and the ECF Ingress Standard
• Develops and mentors personnel by ensuring that APR and MPR performance review programs are on schedule and effectively implemented

Financial

• Builds draft annual operating budgets with the company Controller and submits them for approval
• Builds monthly live budgets with the company Controller and submits them for approval
• Manages the division's P&L, and is directly responsible for all cost of goods sold expenses.
• Manages AR for the division
• Responsible for purchasing goods, services, and materials in line with job budget; a supervisor must approve overages
• Manages all inventory of the division
• Completes all appropriate internal documentation related to purchasing procedures
• Manages and drives job budget of hours and materials, ensures margin budget is met

Facilities

• Is directly responsible for all facilities and fleet belonging to the division
• Ensures that the facilities and fleet are clean and orderly; within ECF 5S standards
• Manages and directs fleet maintenance and mechanical service operation

Client Management

• Coordinates with team members, clients, and operations leaders to ensure customer satisfaction is at its highest possible level, before, during, and after the delivery of a completed project scope
• Manages customer service-related activities
• Works closely with the Director of Business Development to ensure that handoffs of new clients are seamless
• Is directly responsible for local client retention from a fulfillment perspective

Human Resources

• Follows company policies and ensures that team members are obeying all safety, quality, and excellence policies and guidelines
• Drives recruiting, the hiring process, and development of team members
• Oversees all hiring managers (Production Managers) and ensures their departments are always staffed
• Manages job hours and ensures that adequate staff is available to meet the needs of assigned projects
• Follows and administers appropriate disciplinary protocols that are applicable to subordinates
• Ensures that all branding and uniform compliance are always in order
• Works closely with corporate human resources

Sales

• Ensure all company policies and systems are in full use
• Ensures that production managers are focused on providing proposals to clients for any assigned previously sold and established service contracts
• Conduct or participate in bidding & takeoff processes, for any projects assigned by the sales team or the corporate office
• Seek and obtain referrals for additional work opportunities

Quality Control

• Ensure every project meets quality standards upon completion
• Execute a Quality Control Program on assigned projects
• Obtain, review and act on quality control inspection results
• Initiates and manages annual customer experience surveys

Image Control

• Ensure assigned fleet, personnel uniforms, grooming, facility cleanliness, and job sites meet our corporate standards of professional image
• Conduct etiquette, behavior, and professional standards training to all subordinates
• Ensure that all personnel are observing safety standards during working hours, at job sites, in public places, in transit, and at branch facilities, and such standards are clearly seen by the general public

Language Skills

While performing duties, employees are regularly required to use written and oral communication skills; may read and interpret data, information, and documents; observe and respond to people and situations; learn and apply new information or skills; work under deadlines; and interact with others encountered in the course of work. Proficiency in English is required, the ability to speak fluent Spanish is highly beneficial.
Physical Demands

The employee frequently is required to stand, walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 60 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Long working hours are required for emergency, urgent response or winter weather storm management operations.
Work Environment

While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions. The noise level in the work environment is usually moderate.
Travel & Development

Travel throughout the market served by the Allentown Service Center, from time to time for purposes of training, the employee may be required to travel to other offices or training centers operated by East Coast Facilities, Inc.
Security

The employee may not use illicit drugs during their employment with ECF. ECF operates in several high-security environments which require individuals who are able to pass security background checks. The employee is required to pass security background checks that meet our underwriting standards. The employee is required to have a valid driver's license and driving record that meets our underwriting standards. We reserve the right to reject an applicant or terminate an employee whose criminal or driving record fails to meet our underwriting criteria.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job family chart. They are not intended to be a comprehensive list of all responsibilities, duties, and skills required of employees in this job family series. Other duties may be assigned as needed.