Business Operations Manager

General & Administrative Kent, Washington


Position:  Business Operations Manager

Schedule:  Full Time   Monday - Friday 8:00 AM to 5:00PM

Salary: $60,000 - $70,000 DOE

Division: Northwest Center's Puget Sound Laundry Service

Reports to: Director of Operations 

Posted: 08/2017      

The statements below are intended to describe the general nature and level of work being performed by person(s) assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.

Position Summary:                         

As the Business Operations Manager you will be responsible for the nurturing and development of business opportunities with existing clients by promoting company products and services. Improve customer satisfaction by improving responsiveness and anticipating customer needs. You will also manager drivers, work with trucking vendors, help on-board new clients, invoice clients, and provide customer service to assigned customer accounts.

Essential Functions:                       

Account management:

  • As needed visit customers
    • Identify and correct issues
    • Inspect inventory mgmt.
    • Inspect rag out
    • Provide written trip report
  • Weekly contact with customers via phone, email, or in person
    • Checking in with customers to ensure the highest of quality and service is their only experience with us
  • Quality management
    • Review Quality manual
    • Discuss quality procedures including ragout with customers and PSLS team
    • Participate in updates of Quality manual to coincide with customer expectations
  • Inventory management
    • Manage all inventory processes
    • Work with and support PSLS team in all inventory processes
  • Administrative
    • Manage accurate administration of all current customer pricing (Collaborative process with GM)
      • Quality Check pricing for accuracy on a quarterly basis
    • Provide GM with new customer business plans and information
    • Create, maintain and support a succinct process to manage new and existing customers (Collaborative with GM)
    • Manage and process invoicing for all customers on a weekly, bi-weekly, or monthly basis (depending on business needs)
    • Update revenue forecasts in Forecaster

Operations support:

  • Manage route drivers
    • Provide feedback to driver and customers
      • Maintain driver schedule and assignments
        • Ensure DOT compliance
        • Conduct and document random truck inspections
      • Correct issues
        • Coordinate with Truck Leasing Company on all repairs and maintenance
      • Improve delivery/pickup process
      • Bi-Monthly Ride Along with drivers
      • Conduct Monthly Driver Group Meeting (PM)
  • Production
    • Provide daily support to the shift supervisors
      • Participate in shipping process (learn the process to provide admin support as needed to the department as needed)
      • Provide feedback and follow-up to improve production processes to GM and Supervisors
    • General
      • Provide administrative and management support to all departments as directed by the GM of the plant


  • Bachelors degree or equivalent related experience required
  • Current and valid Washington state driver’s license
  • Acceptable 5-year driving record
  • Proof of auto insurance
  • Vaccinations as defined by contract and infectious control program


  • 2+ years of operation management experience, 5+ years administrative support or invoicing experience, commercial laundry industry/hospital or hotel operations experience preferred

Skills & Abilities:                   

  • Able to pass criminal background check
  • Proficient PC skills – specifically:
  • Prominent with MS Excel, Word and Outlook
    • Graphing, pivot tables, higher level analytical reporting
  • Able to sustain long term, partnering relationships with customers
  • Strong interpersonal skills; provide high quality customer service
  • Maintain even composure when working under pressure and dealing with difficult situations and or personalities
  • Work effectively with others and with multiple personality types
  • Garner the trust and cooperation of customers, staff, public, community, etc.
  • Strong presentational skills
  • Work independently
  • Demonstrate sound judgment
  • Work effectively under tight deadlines
  • Plan and effectively prioritize; able to complete assigned tasks in limited time frame
  • Interpret complex data
  • High degree of cognitive reasoning
  • Strong analytical problem solving
  • Superior organizational skills
  • Multi-task
  • Attention to detail
  • Communicate clearly in writing and orally
  • Able to work in a fast pace environment
  • Produce high quality written product
  • Demonstrate strong problem solving skills and resolutions
  • Willingness to ask for help or voice ahead of time when deadlines cannot be met.