Job DescriptionJob Description
Job Title : Operations Manager
Reports to : Director of Operations
Location : Raleigh, NC
Compensation : Targeted at $70k base salary plus incentives, take home vehicle, cell phone, laptop, PTO and Healthcare insurance
Job Summary : The Operations Manager leads technician teams, owns service execution, and ensures timely and compliant administrative oversight. This position drives technician development, crew performance, internal customer satisfaction, and long-term operational success.
Supervisory Responsibilities : Direct reports : Senior Lead Technicians, Associate Technicians, and Floating Technicians as assigned
Leadership Responsibilities : Direct leadership and leadership by example, working to display SOR core values in all tasks
Duties / Responsibilities :
Crew Leadership & Management :
- Know each team member personally, including goals, strengths, and areas for improvement
- Maintain a culture of ownership, professionalism, and performance
- Lead mid-day and end-of-day check-ins and team-building efforts
- Administer recognition, coaching, and corrective actions as needed
- Maintain visibility into job performance across all technician levels, not just lead technicians
- Ensure that company policies, safety protocols, and expectations are enforced consistently
- Collaborate with the Director of Operations on screening and hiring operations candidates
- Ensure equipment assigned to your team members is maintained, tracked, and reported in accordance with company standards
Mentorship & Technician Development :
Conduct timely one-on-one check-ins and semi-annual performance reviews with direct reportsMaintain and update Technician Development Plans (TDPs) in BambooHRTrack technician skills and goals, assign training, and log completionCoordinate with the Training & Safety Manager on team progress and scheduleProactively guide promotions based on performance and developmentSupport the implementation of and adherence to field-level safety protocols in partnership with the Safety ManagerAdministrative Oversight :
Ensure accurate weekly timecard approvals by Monday deadlines for assigned teamEnsure timely and compliant handling of injury reporting and workers' compensation processes, including daily follow-up with injured employeesMonitor and approve expenses and receipts for assigned cardholdersCollaborate with the Ops Coordinator to review hydrant meter data, inventory, and job logisticsOwn compliance with ServiceTrade clock events, comments, photo documentation, tagging, and QSI standardsUnderstand and enforce internal policies (such as driving authorization status)Project Execution & Field Support :
Conduct morning huddles and project briefingsAssign floating technicians and match crews to appropriate projectsCoordinate job preparation, chemical needs, and equipment inspectionsOversee truck inspections and confirm readiness for assigned workInternal Communication & Collaboration :
Participate in weekly check-ins with Account Managers and other departmentsCommunicate issues proactively and completely, including a proposed solution or decision deadlineRepresent operations as a reliable partner to internal and external stakeholdersOwn resolution of post-service client concerns in collaboration with Account ManagersRequired Skills / Abilities :
Highly motivated and self-drivenExcellent verbal and written communication skillsProfessionalism and sound judgmentAlignment with Company goals and valuesResponsive to inquiries and requestsProactively communicates relevant informationComfortable giving and receiving feedbackAbility to independently follow through on tasks and lead others to do the sameAuthorization to drive SOR vehiclesSkills / Abilities :
Experience with people managementProficiency with MacBooks and SOR's software stack (e.g., BambooHR, ServiceTrade)Physical Requirements :
Must be able to read, understand, and follow English safety instructions and OSHA / SDS documentationMust be able to walk, stand, squat, climb, and execute safety protocolsProlonged periods siting or standing at a desk and working on a computerMust be able to access and navigate company warehouses and job sitesRequires the ability to operate standard office equipment and keyboards - - - Must be able to lift and carry small parcels and packages, walk short distances, and drive a vehicle for deliveries and job site visitsSchedule Requirements :
Day shift OMs : (Monday through Friday, 7 : 30 AM - 4 PM)
After-hours work required at times for engagement and management of night shift Operations ManagerAfter-hours or weekend work required at times due to urgency of business needs100% in-office or on job sitesCustomer-Facing : Yes
Vehicle Status : Take-home vehicle Authorized to utilize field service vehicles and shop vehicles
Education & Experience : Sufficient education and experience to allow for strong leadership, independent task execution, and high-quality communication. Examples :
Bachelor's Degree in Business Administration plus 2 years of relevant experience orAssociate's Degree in Business Administration plus 4 years of relevant experience or High School Diploma or equivalent plus 6 years of relevant experiencePay Type : Salary, annualized and paid weekly per week worked
Pay Category : Salary exempt
Benefits :
Subsidized individual medical insurance / Family medical insuranceAvailable individual supplemental insurances / Family supplement insurances.401(k) with matchingPaid Time Off (PTO)Paid HolidaysReporting Chain : OM → DO → MAP → CEO
