Asplundh Careers

The Enhancement Operation Manager is responsible for the Administration, Scheduling, and Production Operation of all Enhancement Crews within the Branch Office. The Enhancement Manager is solely accountable for the contracted services related to Enhancement installations. This position supports the Branch Manager by upselling, managing, and maintaining our relationships with existing clients. This position will report directly to the Branch Manager.   
Essential Functions and Responsibilities: 
•    Maintains relationship and direct communication with all levels of client organizations to ensure high quality and service expectations are met.
•    Assists in developing and implementing account-specific vision, strategies, and creative solutions.  Monitors and manages account profitability and drives retention and growth of contract business.
•    Conducts regular business reviews with clients to assess expectations (to be documented) as well as each maintenance team’s performance to incorporate goals pertaining to quality, maintenance functions, and personnel development.
•    Identifies, estimates and presents opportunities for new business and enhancements.  
•    Acts as primary escalation responsibility for client concerns by proactively assisting in resolving issues with customer service when needed.
•    Enhancements typically include hardscapes, paver design and installation, dry creek beds, retaining walls, plants, trees and garden creation.
•    In addition to creating enhancements for clients, additional responsibilities will include Floriculture, Horticultural service, plant, insect, and disease ID, rejuvenation pruning and cleanups. All mulch and pine straw installation for recurring revenue clients.
•    Development of Enhancement team members in the best practices of installation and company standards
•    Proficient and daily use of computer technology to include Microsoft Outlook, Word, Excel and Aspire.
•    Sets team goals for specific periods of the day, meets to discuss specific plan to accomplish team goals while on site
•    Manages team members, sub-contractors, equipment and material with minimal supervision to accomplish production schedules within established budget hours
•    Reads installation plans, parts lists, and other instructions. Coordinates order of plants and materials with support from Operations Manager. Coordinates deliveries of plants and materials with support from Facility Manager. Communicates equipment needs for rental with Facility Manager.
•    Observes and enforces safety procedures and company policies.
•    Utilizes transit to raise and lower grades and operates mini-excavator and skid-steer
•    Small irrigation repair and machine operation

KPI’s:
•    Portfolio retention 90% or greater
•    Management capacity of $1.5M or better
•    Communication plans are actively worked and shared with production team
•    Positive scores on client surveys
•    Enhancement revenue at a minimum of 30% of portfolio
•    Consistent source of lead generation and referral business to sales team
•    Positive teamwork with production staff
•    Enhancement and Contract sales meet or exceed individual goals set by client manager and branch manager.

Minimum Qualification:
•    Minimum of a high school diploma or GED.
•    Bachelor’s Degree in Business or a related field preferred
•    Must have 3-5 years of experience in operations, customer service, customer relations, or related field.
•    Must be able to travel to and from Company office and client locations, with the ability to attend after hours events when necessary (board meetings, networking events).
•    Must be able to demonstrate excellent accountability as this position has authority to initiate actions and make decisions within established precedents and practices with regular managerial direction and review.
•    Must be able to demonstrate excellent judgment as the incumbent’s decisions directly impact operating costs and indirectly influence client retention and future contract awards.
•    Must be familiar with all operational concepts, practices, and procedures with the ability to identify and sell landscape enhancements
•    Must possess and demonstrate excellent interpersonal and conflict resolution skills with the ability to negotiate
•    Must possess and demonstrate exceptional oral and written communication skills, with competency in business writing.
•    Must be able to maintain appropriate confidentiality.
•    Must represent Company in a positive and professional manner at all times.
•    Highly organized with great follow up abilities
•    Excellent computer skills