Business Operations Leader

Job Description

We are currently seeking an Operations Leader to be located in Austin, TX. This is a day shift role, Monday through Friday, with occasional Saturday’s. The Operations Leader’s main role is to safely provide timely, quality service to customers by leading a team of 25+ Route Service Representatives. The Business Operations Leader’s primary purpose is comprised of three components: 

1. Coach, develop and lead frontline Route Service Representatives as assigned to his or her team or area of service. 
2. Effectively promote a culture of safety by leading, teaching and reinforcing all Primo Brands Safety Standards. 
3. Provide exceptional customer service leading through the execution of Delivery Standards.

Key responsibilities include but are not limited to the following:

• Ensure safety practices are the top priority through adherence of Safety Policy compliance and the identification and execution of safety improvement opportunities
• Manage a team of 25+ Route Service Representatives (RSR’s) and their daily routes and activities using platforms such as Lytx, Salesforce and Power BI software
• Organize, plan, and lead morning team meetings
• Motivate team and drive accountability for safe deliveries, operational excellence, and customer satisfaction
• Ensure growth and profitability goals are met in a timely manner
• Provide training, development, and skill building to direct reports
• Review and approve timecards while following Primo Brands' SOPs holding each driver accountable for their daily activities
• Collaborate with the sales team to ensure customer satisfaction
• Partner with peers, Region General Manager, and Division Vice President to share best practices and leverage knowledge to help define future strategies and processes, including product and customer acquisition and upselling for Customer Operations
• Work closely with the Region Fleet Manager to ensure all vehicles are up to code per DOT federal guidelines
• Manage existing route data to improve route efficiency
• Responsible for overseeing KPI’s, achieving targets, and action planning where needed
• Oversee all direct report "people management" processes and accountability, to include hiring/retaining qualified team members and timely addressing of attendance/conduct/performance issues
• Cultivate engaged and high performing team culture

Qualifications

Key qualifications include:

• High school diploma or GED required
• Bachelor’s degree from four-year College or University; and / or 1-3 years related experience and/or training; or equivalent combination of education and experience
• Has demonstrated success in a number of diverse customer service and operations roles
• Extensive experience managing operational delivery processes
• Ability to weigh tradeoffs to arrive at a solution that is acceptable for both the customer & business
• Experience providing a high-level of customer service
• Excellent written, verbal communication and interpersonal skills
• Experience managing and anticipating change and challenges
• Experience leading people towards performance and development goals
• Experiences leading in a high safety focus culture
• Ability to provide training & development to direct reports, coach performance
• Competent in performance feedback processes, both written and verbal
• Ability to analyze data to evaluate and coach team members towards performance improvement
• Capacity to organize workflow, define activities, and meet commitments
• Prior route management experience required
• Knowledgeable of DOT regulations
• Ability to work extensive hours until the workload is complete