Frontline Operations Coach

Job Description

Operations Manager | WM

The Tone:
This is a full-time role at WM, operating in a hybrid environment that combines office and plant/field work. WM is a leading environmental services company focused on managing waste and recycling operations. This position is vital for cultivating a positive and productive environment for frontline employees, specifically drivers and helpers. By focusing on their development, safety, and performance, this role directly contributes to efficient and compliant daily operations across the company.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid

• Team: Manages all frontline drivers and helpers.
• Mission: To onboard, develop, and coach frontline employees, ensuring their success, safety, and adherence to operational standards.

What You’ll Actually Do
• Employee Onboarding & Development: Ensure all new frontline employees receive necessary tools, comprehensive instruction, and ongoing feedback for successful daily duties, meeting with them daily to provide consistent communication and support their onboarding journey.
• Performance & Career Management: Provide timely and consistent touchpoints with frontline employees, conduct regular reviews of best practices to enhance daily performance, and focus on understanding and supporting their career goals. This includes identifying and addressing improvement opportunities and collaborating for continued success, while actively practicing and seeking feedback on coaching conversations.
• Safety Leadership & Incident Response: Lead by example to ensure safety practices are paramount with every employee, including teaching and developing an understanding of the WM Way. Conduct thorough Root Cause Investigations for all injuries and incidents, ensuring consistent discipline and retraining actions are applied.
• Regulatory Compliance & Audit: Document and maintain all records required by regulatory agencies, such as the Department of Transportation. Daily review and audit documentation related to route operations, including DVIRs, driver time and attendance, and open tickets, following up as appropriate to ensure accuracy and compliance.
• Field Presence & Customer Relations: Spend the majority of the day actively in the field with frontline employees. This involves visiting customers and customer sites to evaluate and resolve safety issues, proactively seeking service alternatives when appropriate to maintain high service standards.

The Must-Haves
• Background: This manager-level position requires an Associate’s Degree (accredited). Alternatively, candidates may qualify with a High School Diploma (accredited) combined with two years of relevant work experience in an operational environment.
• Experience: Candidates must possess a minimum of two years of relevant work experience if not meeting the Associate’s Degree requirement. All applicants must be at least 18 years of age and legally eligible to work in the country where the position is located, holding a valid Driver’s License upon hire.
• Skills: Demonstrated proficiency in employee onboarding, coaching, mentoring, and performance management. Strong ability in leading safety initiatives, conducting root cause investigations, and implementing consistent discipline and retraining. Experience with DOT regulatory documentation, daily operational audits, and direct field supervision.
• Bonus: Successful completion of the WM Operations Manager Trainee program is considered a preferred qualification for this role.