Frontline Operations Coach – Driver and Helper Development

Job Description

Operations Manager | WM

The Tone
This is a full-time role at WM, requiring an in-person presence. WM is a leading environmental services company, committed to operational excellence and a sustainable future. As an Operations Manager, you will be pivotal in shaping the success and safety of our frontline drivers and helpers. Your direct involvement in their onboarding, development, and performance management will ensure high standards across all lines of business, starting with an early 3:30 am shift.

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

• Mission: To ensure the successful onboarding, ongoing development, and performance management of all frontline drivers and helpers, maintaining operational efficiency and safety.

What You’ll Actually Do
• Employee Development & Support: Own the comprehensive onboarding process for new frontline employees, providing necessary tools, instruction, and feedback for successful daily duties, and meeting with them daily to ensure consistent communication and support. Provide timely touchpoints and focus on understanding and progressing their career goals.
• Performance Enhancement & Coaching: Regularly review best practices to enhance daily performance, identify and address improvement opportunities, and collaborate with frontline employees to ensure their continued success. Actively practice and seek feedback on coaching conversations to foster growth.
• Safety Leadership & Incident Management: Lead by example to ensure safety practices are paramount with each employee. Conduct thorough Root Cause Investigations for all injuries and incidents, ensuring consistent discipline and retraining to uphold safety standards.
• Regulatory Compliance & Documentation: Document and maintain all records required by regulatory agencies, such as the Department of Transportation. Review and audit documentation related to route operations daily, including DVIRs, driver time and attendance, and open tickets, following up where appropriate to ensure compliance.
• Field Presence & Customer Engagement: Spend the majority of your day in the field directly with frontline employees. Visit customer sites to evaluate and resolve safety issues, seeking service alternatives where appropriate, and teaching and developing an understanding of the “WM Way” to all employees.

The Must-Haves
• Background: Requires an Associate’s Degree from an accredited institution. In lieu of a degree, a High School Diploma (accredited) combined with two (2) years of relevant work experience is acceptable. Candidates must be at least 18 years of age and legally eligible to work in the country where the position is located.
• Experience: Minimum of two (2) years of relevant work experience is necessary for candidates without an Associate’s Degree. This role demands experience in developing, coaching, mentoring, and managing the performance of frontline employees.
• Skills: Proficiency in coaching, mentoring, and performance management. Demonstrated ability in conducting root cause investigations and ensuring regulatory compliance with agencies like the Department of Transportation. Strong organizational skills for daily documentation review and auditing.
• Bonus: Successful completion of the WM Operations Manager Trainee program is preferred.