Central Operations Program Administrator

Key Relationships: Regional Directors & Branch/Service Leaders

Other Field Ops. Support Leaders & Colleagues

Functional teams (e.g. HR, IT, Marketing & Innovation, Legal, etc.)

Job Summary

This role is responsible for supporting field operations with business planning, policy development, process improvement and metrics reporting as well as owning programs that directly impact field operations.. 

This role will also assist with reporting integration across business units and brands and ensuring data is accurate and compiled in a timely manner for business leaders.  

Key Performance Indicators 

• Data compiled and delivered on time

• Customer Retention

• Customer NPS

• Quality Leadership Scorecard (and other quality metrics)

• Revenue & Profit

Principal Duties and Responsibilities

• Responsible for partnership of the Customer Voice Counts/Net Promoter Score Program by assisting cross functional departments with data interpretation and customer distribution of surveys.

• Creates and maintains automations, directories, and workflows in CVC/NPS platform.

• Assists with process assessments, identifying areas of opportunity for improvement, and engages in investigations and analyses. 

• Identifies gaps in programs and/or processes to inform the field of area of improvement opportunity or changes to current process/protocol.

• Must continue to have a cross-functional understanding of processes and reporting as it relates to Rentokil-Terminix.

• Responsible for the timely delivery of key performance indicators/results for the team. 

• Prepares and professionally packages reports, including clear and concise commentary to identify reporting trends and other key analyses.  

• Develops job aids, drafts of Standard Operating Procedures, creates workflows, and/or supports training to educate field operations on how to interpret and utilize the operations reporting data.  

• Communicates program results to leadership. Performs analysis of monthly, quarterly, and yearly results to find opportunities for continuous improvement and communication of key learnings to leadership.

• Analyzes, evaluates, assesses, recommends, implements, and tracks the development of system and process improvements, optimization, development, and/or operations processes.

• Identifies and evaluates process automation when the opportunity presents itself. Works with IT to implement.

• Creates reportable metrics (graphs, charts, spreadsheets, etc.) using applicable software and provides these metrics on an ongoing and continuous basis.

• Solicits feedback from the user community and looks for improvement opportunities to ensure a high degree of customer satisfaction with operational reporting.
   

Required Experience

• Bachelor's degree or relevant professional certification 1-2 years’ relevant work experience or combination of education and relevant experience required; project manager certification preferred; knowledge and/or experience in an operational role preferred

• Ability to partner with cross-functional teams in the delivery of project objectives.

• Able to interpret data, analyze results, and provide ongoing reports and or evaluation summaries in order to expose opportunities for process improvement. 

• Attention to detail and possess analytical skills to evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information, and communicate details to data users.

• Ability to manage large data pools for multiple simultaneous projects and/or work streams in a complex business environment

• Verbal and written communication skills, including the ability to explain and present complex concepts in basic terms to all levels of leadership

• Ability to support resource plans by coordinating with other Field Ops. Support teams and Service Delivery colleagues

• Skill in collecting and providing clear and concise feedback to business partners

• Valid driver’s license

• Proficient in Excel, Google Sheets or other data analytics tools

• Proficient in Google Suite (Docs, Hangouts, etc.)

Required Leadership Traits and Characteristics

• Intellectual curiosity, business, and financial acumen

• Results orientated and persistence

• Ability to demonstrate high levels of drive, work ethic and personal accountability with the ability to help explain data, data analytics, and systems while partnering with field leadership

• Experience leading and motivating others, while demonstrating empathy

• Ability to problem solve at multiple leadership levels (field through market) 

• Mentors and coaches development of less experienced colleagues 

• Strong people management skills with ability to communicate with a dispersed and diverse workforce across multiple locations and geographies. 

• Strong communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders.

• Ambition to achieve goals/objectives and the discipline, organization, and perseverance to deliver outstanding customer service.

Formal Education, Qualifications or Training

• Bachelor's degree or relevant professional certification 1-2 years’ relevant work experience or combination of education and relevant experience required; project management certification preferred; knowledge and/or experience in an operational role preferred