Company Background
1-800-GOT-JUNK? is a franchise-based, full-service junk removal company dedicated to helping people reclaim the space in their homes and businesses. A pioneer of professional junk removal, 1-800-GOT-JUNK? has set the standard for exceptional customer service. Environmental sustainability is important to us. 1-800-GOT-JUNK? has been recognized as the workplace of choice through numerous awards, including Best Place to Work and 50 Most Engaged Workplaces. We are an equal opportunity employer that offers a fantastic culture that is "All About People", and where personal and professional wins are celebrated.
Overview
The Director of Operations is to build and sustain a leadership and culture that delivers business results efficiently and cost effectively to achieve excellent customer service. This position is responsible for creating a high-performance work environment to accomplish the goals/objectives/operational metrics. Demonstrating and fostering a team focused on leadership, coaching, development, communication, and labor management, process improvement and strategic planning are also critical in this role.
Accountability Metrics Customer Reviews: Aligned with your "Customer Obsessed" value, this measures how satisfied customers are with our services. Productivity - Jobs Per Employee Tracking productivity metrics like jobs completed per employee per day/week/month that help identify training needs, process inefficiencies, or staffing gaps that impact your ability to "get shit done." On-Time Delivery Rate: For a junk removal business, promptness and reliability are essential. Tracking the percentage of jobs completed within the scheduled service window allows you to assess operational efficiency and customer satisfaction and safety . Employee Retention Rate: In line with your "Team Player" value, monitoring employee turnover is crucial. High retention rates indicate an engaged workforce, reducing costs associated with hiring and training new staff. Key Responsibilities Operations Management: Oversee day-to-day operations including staff scheduling, route planning, truck maintenance, and inventory management. Analyze operational data and metrics to identify areas for enhancement and implement process improvements. Ensure compliance with all relevant regulations, policies, and safety protocols. Coordinate with other departments (Sales, Customer Service, etc.) to align operational strategies. Team Leadership: Foster a collaborative team environment that upholds our "Team Player" value. Provide guidance, coaching, and professional development opportunities to operations staff. Conduct performance reviews and implement recognition and incentive programs. Exemplify transparency by maintaining open communication and sharing key information. Customer Experience: Consistently deliver exceptional customer service in adherence with our "Customer Obsessed" value. Monitor and respond to customer feedback, concerns, and complaints in a timely manner. Identify opportunities to enhance the customer journey and implement improvements. Ensure all customer-facing staff receive proper training on service standards. Strategic Planning: Develop and execute operational plans aligned with organizational goals and our "Goal Orientated" approach. Analyze industry trends, market conditions, and competitor activities to inform strategic decisions. Establish and monitor key performance indicators (KPIs) to measure operational success. Manage the operations budget and control costs while maintaining service quality. Qualifications : Bachelor's degree in Business Administration, Operations Management, or a related field. Minimum of 5 years of experience in operations management, preferably in the service industry. Proven ability to lead and motivate teams while fostering a positive work culture. Excellent problem-solving, decision-making, and analytical skills. Proficiency in operations management software and data analysis tools. Strong leadership qualities with a focus on collaboration and team building. Compensation: Salary - 120k + bonus Our Core Values : Team Player - We're stronger together and always have each other's back. Transparency - We keep it real. Customer Obsessed - We ask questions, listen and genuinely care about our customers. Goal Orientated - We set our sights high and get it done.
