Position Overview Leads the capacity, territory, and route planning function, as well as dispatch for the company to ensure quality customer experience. Directs the design, development, and implementation of business solutions that improve the customer experience. Partners with resources and leadership to develop and implement short and long-term solutions to facilitate business strategy. Develops operational achievement standards through the evaluation and integration of analytical based measurement systems. Manages and prioritizes improvement initiatives. Leads change management.
Manages the territory and route planning team to develop applications, processes, and best practices for routing to drive customer experience.
Provides daily oversight and analysis of the routing and planning function to support the business.
Ensures planned work supports business levels needed to meet goals.
Analyzes business and customer needs to ensure branches determine labor capacity needed to meet goals.
Communicates changes to routing to key stakeholders and provides necessary training and transitioning tools.
Responsible for improving operational performance and service delivery KPIs, such as customer retention, true on-time delivery, drive time, fuel, and fleet costs.
Develops standard achievement metrics.
Coordinates the gathering and evaluation of data used in the measurement and maintenance of achievement standards.
Designs, develops, and implements production methods and measurement systems with the goal of measuring, optimizing, and improving quality and productivity.
Designs demand forecasting techniques that predict and leverage seasonal and business trends.
Develops operation planning processes incorporating business function inputs. Communicates plans and plan compliance results with operational units.
Motivates and leads a team of planners.
Collaborates with the Training Department to develop training methods for the operations teams to achieve performance standards.
Develops and maintains strong working relationships to facilitate change,
Bachelor's degree and 5+ years experience working with a multi-facility, geographically dispersed service company.
3+ years experience at the manager level developing and applying achievement metrics, as well as managing staff, resources, projects, and change management.
Experience with facilitating process assessment sessions with internal and external business partners at all levels.
Experience with planning complex operations requiring high customer service levels.
Mastery in field operations and service delivery, including routing and scheduling methods to residential and commercial customers.
Ability to influence leaders.
Exceptional interpersonal, verbal and written communication skills interacting with all levels of the company. Ability to provide clear and concise verbal and written communications, as well as prepare and present utilizing PowerPoint and data visualization tools.
Time management, project management, and problem solving skills. Strong team leadership skills.
Route management and mapping software knowledge.
Demonstrated awareness and understanding of multiple types of measurement systems' theories and practices.
Ability to apply correct measuring protocol for each work type.
Ability to collect, analyze, and report appropriate and meaningful achievement metrics.
Experience in the areas of relationship building, conflict resolution, and problem-solving.
Proven competence in managing multiple tasks and competing priorities.
Demonstrated ability to work independently and collaboratively.
Demonstrated team building and networking skills.
Effective knowledge of teaching and training techniques.
Knowledge of business process development, continuous improvement activities, change management concepts, and implementation practices.
Ability to clearly define and communicate strategic vision and expectations.
Ability to lead implementation and adoption of strategy and process improvement.
Knowledge of solution development methodologies.
Business process and systems analysis skills.
Physical Demands and Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to:
Sit, stand and walk
Use hands and arms to handle, feel or reach
Speak and hear
Use close vision abilities
Occasionally required to:
Lift or move up to 10lbs
Stoop, kneel, crouch or crawl The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Noise level - Low to moderate
Adverse Conditions - Minimal
ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position. Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
At Terminix®, our people bring tremendous pride and integrity to everything we do. In turn, we provide a working environment where these skilled professionals can achieve true satisfaction in their own lives.
We are proud to offer our exceptional associates competitive compensation, comprehensive benefits and outstanding opportunities for professional development. If you're committed to providi...ng the highest level of customer service, we have an ideal opportunity for you. In this position, you will apply company product to customers’ structures according to schedule and as needed based on service requests.
At Terminix, people come for a job and stay for a career. As a Terminix associate, you’ll enjoy excellent compensation and benefits as well as the opportunity for the professional growth and respect that comes from working for an industry leader. Qualified candidates must have a high school diploma or general education degree (GED). We perform criminal background checks, motor vehicle record checks and drug screening.