SUMMARYThe Regional Field Operations Manager oversees and supports field operations across multiple markets by guiding Area Managers, driving service performance, and ensuring consistent contractor alignment and rapid issue resolution. This role acts as a strategic and operational leader within the field organization, ensuring delivery standards are met and leadership is provided across a dynamic and distributed team.
PRIMARY RESPONSIBILITIES:Team Management- Lead and support a team of Area Managers and Supervisors across assigned markets.
- Conduct weekly 1:1's with each Area Manager and host monthly regional team syncs.
- Provide coaching and development to improve CP engagement, service quality, and operational consistency.
- Cover 'uncovered' markets temporarily when needed to ensure continuity.
- Train Area Managers on effective contractor communication and performance management techniques.
Service Delivery Oversight- Ensure high-quality, timely field service execution across all markets.
- Support escalated service issues and ensure they are resolved efficiently.
- Monitor Resolution Tracking System (RTS) task completion and enforce accuracy across all territories.
Performance Monitoring- Track regional KPIs and partner with Area Managers to implement corrective actions where needed.
- Analyze service trends, unassigned task patterns, and underperformance indicators.
- Review field survey data and ensure completion rates and data integrity.
Contractor Relations (CR) & CP Coordination- Collaborate closely with the CR team/Market Team leadership to address CP shortages and performance issues.
- Escalate unresolved CP gaps that are impacting market coverage and SLA adherence.
- Align regional leadership and CR on strategic CP planning.
SPECIAL PROJECTS:- Participate in special projects or initiatives as assigned
- Adapt to changing priorities to support department and organizational goals.
- Support cross-functional initiatives to improve processes, efficiency, or team outcomes.
QUALIFICATIONS- 5-7 years of experience in field operations, multi-site management, or service delivery leadership
- 2+ years managing a field-based team or distributed workforce
- Strong analytical and reporting skills; able to identify trends and build data-driven action plans
- Excellent communication, coaching, and cross-functional collaboration skills
- Proficiency in operations systems and task management platforms
- Ability to travel regionally as required and maintain an active drivers license
*Due to potential conflicts of interest, applicants who currently own or operate a separate business entity, including franchises, will not be considered.
