Aftermath Services, the nation's leader in biohazard remediation and virucidal disinfection, is seeking a qualified senior leader for its Central Operations group with responsibility for inbound inside sales, customer dispatch and post-sale activities for the United States.
For almost 25 years, Aftermath has set the standard in the biohazard industry, striving to provide the highest quality service while always treating our customers with compassion and dignity.
The role requires an individual who will lead by example and inspire this dynamic 24/7/365 function. It requires a positive and indefatigable leader who is willing to learn the business from the ground up, inspire and motivate our dedicated and caring team, be a strategic problem solver, and be a driving force for increasing gross revenue and gross profit margin. This leader should have an eye for continuous improvement, innovation and driving an extraordinary customer experience that, in turn, propels growth in sales and market share.
Reporting to the Chief Revenue Officer, the Central Operations leader will be expected to achieve success by capitalizing on the following:
· Achieve/Exceed Gross Revenue and Gross Margin Targets
o Determine the right key performance drivers, including scheduling, conversion and close rates, revenue per call, and prioritization of key job types, etc., then communicate, measure and increase accountability.
o Collaborate with Collections department to qualify, schedule, sell and ensure insurance coverage and high realization rates to grow gross profit margins.
o Develop, implement and train to an effective sales methodology and standard processes and procedures to deliver high gross revenue, high gross profit and extraordinary customer service.
o Ensure standards and guidelines are established to ensure accurate and consistent scoping and that strong, consistent project management occurs on every job, including a focus on attention to detail and achievement of all safety, quality, and compliance expectations.
o Ability to diagnose and remedy operational weaknesses that prevent results from being achieved, then push through barriers and problem solve to implement needed changes.
· Build and Develop a Strong Team
o Lead, inspire and motivate the team consisting of Central Operations Managers and Client Managers.
o Able to attract and retain talent that can grow the business while growing themselves.
o Create a highly motivated management and sales environment which top performers thrive.
o Build a scalable organization, with structured training, onboarding and continued coaching and development to support rapid growth.
o Infuse a culture of teamwork and ‘we win together’ within and across department lines, particularly with Field Operations and Collections.
o Coach, develop and guide Central Operations Managers to raise their personal and staff’s skills, confidence and improve sales results.
· Productivity Management and Continuous Improvement
o Ensure Central Operations team consistently follows sales and operational processes.
o Continually innovate and develop process improvements for Central Operations processes and procedures.
o Implement new technology and tools to improve Client Manager efficiencies and improve their job and soft skills through coaching and development.
o Ensure team delivers an extraordinary customer experience and high level of quality assurance within the Central Operations group.
o Produce reports that inform and guide business decisions and strategic directions.
· Cross-Functional Execution
o Develop and maintain working relationships with key functional areas such as Marketing, Billing, Collections, Field Operations, Finance, IT and Human Resources.
o Jointly design new strategies and cross-functional process improvement to drive performance with the above groups.
· Competency in project management, organization, attention to detail and time management
· Proficient with Microsoft Office Applications
Aftermath Leadership Attributes: Our leaders are expected to lead by example and hold themselves, their teams and their peers accountable for business results and appropriate behaviors. These attributes contain our expectations for our leaders to ensure we get the business results we want the way we want those results delivered.
Creates Vision and Purpose - The work we do is not easy.
Thinks and Acts Strategically - Our daily demands are exceptional.
Delivers Results - Results matter.
Leads Change and Innovation - No two situations are alike.
Operationalizes Passion for the Mission - Aftermath has a specific and defined mission to support families during the toughest times.
Builds High Performance Teams - Our business is only as good as the people who deliver on our mission.
Interpersonal Effectiveness and Communication - This is a people business.
Valid through: 12/17/2020