MAJOR PURPOSE:
The Director of Operations - National Accounts will be responsible for overseeing the daily operational activities of the National Accounts team, with focus on many of Marmic’s largest and most prominent regional and national customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Supervisory Responsibilities:
Duties/Responsibilities:
Planning, Organizing, and strategizing the daily operations and routine.
Proposes and implements process improvements to progress and drive the business
Maintain strong customer relationships and daily sense of urgency to escalations
Ensure customer check ins and business meetings are conducted. Resolve all concerns.
Meet or achieve all customer (and Marmic corporate) SLA’s and KPI’s
Ensure the quality of Marmic’s program and services meet or exceed customer expectations.
Execute a world class level of on-time service to ensure all customer locations receive service in month or cycle due
Develop customer relationships at all levels and implement proactive business review activities to ensure customer satisfaction and retention goals are met. Maintain an extensive goodwill schedule.
Meet or exceed top and bottom-line P&L goals, including gross margin
Maintain and support a robust and engaged affiliate network
Ensure Marmic branches receive the highest level of professionalism and support
Drive a sense of urgency around overdue services
Lead and develop a multi-tiered, multi-faceted team of managers and hourly employees. Drive performance and Continuous Quality Improvement
Create and provide reports to the leadership team on the current overall state of the business.
Ensure customer support structure is implemented for 24-7 support
Monitor employee work and provide guidance.
Establish contracts and pricing for National Accounts customers.
Take the lead on all customer renewals and maintain a strong retention to lost business ratio
QUALIFICATIONS:
Required Skills/Abilities:
Management experience inclusive of cross-functional operations teams at a total organizational headcount of 75 or more
Experience leading a strong team with other senior level managers in the reporting structure
Decisive thinking and leadership abilities
P&L and budgetary responsibility. Prior experience of a minimum of $50M in annual managed volume
Negotiation, conflict resolution, and presentation skills
Dynamic and creative problem-solving abilities
Strong client-focused mindset
Must be well organized and a self-starter
Education and Experience:
Prior experience in a multi-site, regional or national route based business model
Degree in business management or related field preferred
A minimum of 7-10 years experience in a leadership role
Physical Requirements:
Benefits & Perks:
Beyond competitive pay, you can receive other great perks. We offer the following featured benefits for full-time employees:
- Weekly paychecks.
- 401K plan with up to a 4% company match.
- Medical, Dental and Vision Insurance effective the first of the month following your start date.
- Tele-health services if healthcare coverage is elected.
- Accrual of up to 13 days of Paid Time Off (PTO) in your first year.
- 7 Paid Holidays.
- Vehicle allowance with maintenance care and fuel card.
- Uniform and boot allowance.
- All necessary tools and equipment to perform your job.
Equal Opportunity Employer:
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Who We Are:
Marmic Fire & Safety Company (MFS) is the successful expansion of Joplin Fire Protection (JFP) which began in 1951 with Charles and Mary Lou Teeter.
After decades of practicing customer-centric service JFP added territories in Oklahoma, Kansas, and Arkansas with a second generation of the Teeter Family at the helm. During their tenure, Mickey and Martha Teeter formed a second company called Marmic to cover those areas outside of Joplin, MO Metro. Today, the third generation is charging ahead with Marmic's growing prominence in the Midwest and, indeed, the nation. In its core services of fire extinguisher, sprinkler, fire alarm, industrial fire suppression, and kitchen system fire suppression, MFS competes with the top fire protection companies in the country.
Few, if any, other companies are as holistic in terms of safety. By installing and servicing security and access control systems it demonstrates a well-rounded concern for the protection of life and property. Additionally, selling personal protection equipment such as hard hats, safety glasses, gloves, reflective vests, and more establishes MFS as a complete, one-stop shop for home and workplace safety equipment. This depth of services illustrates the importance the company places on customer safety no matter where they are or what they are doing.
