Service Strategy and Operations Manager

**Reports to**:President / COO

**Works with daily**: Weekly Service Manager, Service Manager, Service Department Admin and Field Teams. Works in alignment and collaboration with the General Manager, Warehouse Manager, Finance Manager, Construction Manager, HR Manager.

**Company History**

Betz Pools Ltd. is a leader in the design, installation, renovation and service of custom pools and spas across Canada. Operating for over 85 years Betz Pools has worked to make our customers’ unique backyard paradise a reality, we are a trusted name in the industry, not only in installation, but also in pool opening, closing and all of the services in between.

**Job Summary**

The Service Strategy and Operations Manager is passionate about organization, systems, processes and problem solving. This role ensures that all of the people, the products and resulting services are provided with customer experience managed in balance with safety and profitability. Ensuring that all systems and processes are aligned within the potential of technology in use. Effective communication is paramount to the success of the division. You must be nimble yet firm, and responsive yet decisive. The Service Strategy and Operations Manager is a forward thinking, growth oriented professional, who leverages excellent leadership skills, to drive KPI targets and is a solution-oriented leader.

**Responsibilities**:
**Process Management**
- Defines the role accountability for all positions in the Service Department.
- Ensures adoption of processes is consistent by deploying excellence in change management.
- Establishes best practices to manage:

- The performance and behaviour of the people.
- The processes and consistency to enable team success.
- The productivity, meeting or exceeding KPI’s and budgets across the Service Department.
- Leverage all resources and technology effectively and consistently across the team.

**Employee Management**
- Review retention and attrition with the HR department to ensure all positions are filled appropriately
- Oversees division managers’ completion/review of employee improvement plans / timely terminations when required.
- Approve dates for call backs, layoffs, hiring and terminations, aligned with budgets and HR risk management.
- Delegate and oversee the development, review and update of department training annually.
- Ensure that managers effectively respond to employee safety concerns.

**Service Department Brand Management**
- Drive a Service Excellence culture at all levels and service lines, ensuring the ‘white glove service’ intent is reflected by actions and attitudes.
- Ensure that proactive communication protocols are in place and used in a timely way.
- Place the Betz Pools legacy brand at the forefront of customer experience management considerations related to all service processes and training. (I.e. asking: What will the customers’ experience of this be?)
- Create and implement sales strategies and processes for both new client acquisitions and for proactive upselling of additional services to existing clients.

**Service Department Budget Management**
- Participate in the creation of the annual Department Budget.
- Monitor and evaluate monthly reports for Sales, COGS, Overhead and profit, adjusting activities and actions as necessary to meet/exceed all Department KPI’s and budgets.
- Ensures wage rate increases are calculated in line with budgets and are communicated to Human Resources for season start up.
- Oversee the pricing structure and approve all price lists for services, ensuring that profitability goals match job costing results and budgetary targets.
- Ensure fleet requirements (number, type, size, maintenance etc) is effectively communicated with Fleet Manager in a timely way.

**Requirements**:

- Strong problem solving and communication skills, with a solution-focused approach.
- A demonstrated passion for customer experience excellence.
- Displays professional composure and ethics at all times.
- Proven track record of positively impacting team culture and leading broadly diverse teams.
- The ability to transform data analysis insights into actionable strategies and business decisions.
- Valid Driver’s license and clean driver’s abstract.
- Proficient in change management processes.
- Experience with Microsoft suite products, SharePoint, NetSuite, NextService and various operational service softwares.
- 4+ years of leadership and executive level business development experience required.
- Bachelors degree in Business Administration or Business Management preferred.

**Personal Traits**
- Highly motivated, organized, and reliable.
- Solution-oriented leader.
- Willingly demonstrates empathy, humility and compassion.
- Consistently Demonstrates: Critical Thinking, Creativity, Collaboration, Communication, Curiosity.

**Work Conditions**
- The position is primarily based in Head Office, with day travel to satellite locations.
- Must be willing and able to work in a shared open off