What we offer
- Excellent health benefits plan, which includes medical, vision and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- Company-paid mental health benefit through Headspace
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
Job Summary
The Office Process Manager will lead a team responsible for mapping and improving all SERVPRO franchise administrative processes with a focus on efficiency. This position will also serve as a lead trainer/classroom instructor for SERVPRO® business system applications, office processes, or other assigned Operations Support program content. The Office Process Manager will direct the day-to-day activities of Specialists on the Office Process team. This position will assist with the ongoing design, development, and maintenance of training content and tools that help learners achieve skills competence in all administrative functions and associated Key Performance Metrics (KPMs). As an Office Process subject matter expert, this position will serve on corporate committees, implementations, projects and assist with establishing processes and workflow, assessing training needs and evaluating training content. As a Operations Support division employee, the individual in this position is expected to represent the SERVPRO brand in a professional manner and actively and consistently support all efforts to simplify and enhance the franchise customer experience.
You will
- Map all franchise administrative processes and identify meaningful process improvements needed to create efficient process flow.
- Serve as Classroom Instructor/Facilitator: Function as a lead Operations Support division classroom instructor or facilitator for targeted SERVPRO learning content dealing with: SERVPRO business system applications, franchise office processes, procedures, and operational best practices.
- Manage the day-to-day activities of Office Process teammates: Provide daily supervision to Training Specialists on the Office & Administration Team to ensure assignments and deliverables are completed per plan.
- Design, develop and maintain training content: Work with Office Process Teammates to design, develop and maintain training resources to support skills acquisition in the franchise community in the Office Process KRA and related KPMs.
- Serve as a subject matter expert: Represent the Operations Support division on company special training projects impacting Office Process Franchise functions. Serve as a subject matter expert on Office Process training strategies and deliverables.
- Provide excellent customer service: Represent the SERVPRO brand in a professional, responsible manner and provide excellent customer service to the franchise community.
- Training delivery: Thoroughly prepare to deliver Office Process learning content by developing an in-depth familiarity with the office processes, business system applications, and other training tools that target the Office Process Key Result Area.
- Performance management: Submit personal goal progress, performance activity, and other metrics as requested for inclusion in Division and group dashboards.
- Professional growth: Work on individual professional growth by participating in internal learning opportunities and accessing training resources, external workshops and seminars, on-the-job training and networking opportunities, and local and national professional groups.
- Team Development: Establish Professional Development Plans for Operations Support teammates.
- Clear Communication: Provide accurate and timely communication in an honest, straight-forward manner to all clients and coworkers. This includes all follow-up communications and scheduled assignments.
- Role ownership: Be accountable for actions; assume ownership of job role and associated responsibilities.
You have
- Minimum three (3) years of general office administration or small business operations experience required.
- Two (2) years of management experience required, preferably in office administration.
- Experience with Lean Process Implementation, with a minimum Green Belt required.
- Demonstrated ability to manage and direct the work activity of others in a business setting; to coach and/or influence others to facilitate task performance a job requirement.
- Ability to make decisions in a fast-paced corporate environment. Must prioritize and assign work tasks based on organizational impact.
- Excellent oral and written communication skills. Must be able to effectively present information to diverse groups and individuals.
- Professional appearance and demeanor. Must possess a strong customer service focus with superior active listening skills.
- Proficient with the Microsoft Office suite applications, including MS-Word, MS-Excel, MS-PowerPoint, and MS-Outlook; advanced working familiarity with QuickBooks and Xactimate highly preferred.
- Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
- Minimum of bachelor’s degree from accredited college or university or equivalent work experience; major in business administration, accounting, finance, or related business field preferred.
- Certificates or certifications in specific business functions or software applications; cleaning and restoration industry certifications a plus.
- Prior training in financial services, office management, business consulting, insurance industry or restoration industry functions and processes highly desirable.
About SERVPRO
For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.
SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.
