COMPANY OVERVIEW:
Gentle Transitions is a nationally recognized pioneer in the Senior Move Management industry. Since 1990, Gentle Transitions has been serving primarily older adults throughout the Twin Cities metro, but also people of all ages who are seeking assistance with their transition. The downsizing and moving process can be overwhelming to both client and family; Gentle Transitions reduces client stress by managing all logistical aspects of the transition including floor planning, sorting, and downsizing, packing, mover arrangements, and complete unpacking and resettling the day of the move at the new residence (beds made, pictures hung, clocks set, everything put away, etc.). We strive for outstanding customer satisfaction and employee satisfaction is paramount as well.
GENERAL JOB SUMMARY:
The Field Operations Manager position is responsible for overseeing the day-to-day activities of our organization. This role plays a pivotal part in ensuring that jobs run smoothly and that the employees in the field have the necessary resources and assistance to perform their tasks effectively to ensure customer satisfaction. The Operations Manager reports to the General Manager and works closely with cross-functional teams.
QUALIFICATIONS:
- Responsible, organized, rational, calm under pressure.
- Personable, excellent verbal and written communication skills.
- Strong work ethic.
- Compassionate and sympathetic to the needs of our clients and their loved ones.
- Self-directed, ability to work independently.
- Experience working with the senior population preferred.
- Experience with scheduling teams.
- Experience with inventory control and warehouse management.
- Experience with Fleet management.
- Working knowledge of Microsoft Office Suite (Outlook, Word, Excel).
- Bachelor’s degree or equivalent experience.
DUTIES AND RESPONSIBILITIES:
- Collaborate with the General Manager to establish and implement best practices, policies, and procedures. Communicate timely updates to field staff regarding changes in processes and standards.
- Ensure that work in the field is being conducted in adherence to established processes and standards. Monitor and maintain compliance with operational guidelines.
- Continuously assess and enhance operational processes to maximize efficiency, quality, and cost-effectiveness. Identify opportunities for process improvement and implement necessary changes.
- Address daily operational issues, including equipment breakdowns and ongoing employee performance concerns. Provide solutions and support to overcome challenges.
- Assist with client issue resolution and assist with in-field support as necessary. Ensure client satisfaction and address customer feedback concerns as needed.
- Plan and deliver comprehensive training and onboarding sessions for new employees.
- Lead quarterly and annual field employee meetings to foster communication, engagement, and feedback.
- Provides annual field employee performance reviews and merit increases.
- Oversee the lifecycle of large-scale relocation projects, including:
- Conducting project walk-throughs
- Preparing bids for large projects
- Scheduling teams and vendors for project execution
- Ongoing management and supervision of larger projects
- Serves as backup for answering phones as needed.
- Handle prospective client intake, answer general inquiries, and resolve minor issues.
- In-depth knowledge of the organization’s online proprietary portal.
- Creating new Client Records
- Updating records, schedule or reschedule services, and enter relevant notes into the portal
- Participates in a weekend phone rotation. (one weekend a month)
- Monitor voicemails and emails during weekends
- Serve as the point of contact for employees on weekend jobs
- Performs all other duties and tasks as assigned by the organization.