Frontline Operations Coach – Frontline Employee Development

Job Description

Operations Manager | WM

The Tone:
This is a full-time role at WM, operating in a hybrid environment that balances office tasks with extensive field work. WM is a large organization responsible for managing essential waste and recycling services. This role is pivotal in directly supporting, developing, and ensuring the success of frontline drivers and helpers, cultivating strong relationships and fostering a culture of safety and performance. The position demands a leader who thrives on hands-on engagement and continuous employee interaction to maintain high operational standards.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid, Location not specified in listing

• Mission: Onboard, develop, coach, mentor, and manage the performance of all drivers and helpers while maintaining positive frontline employee relationships.

What You’ll Actually Do
• Employee Onboarding: Provide new frontline employees with essential tools, instruction, and feedback for successful daily duties and consistent communication support during their onboarding period.
• Performance and Development: Conduct timely touchpoints with frontline employees, review best practices to enhance daily performance, and focus on understanding and supporting their career goals.
• Issue Resolution: Identify and address improvement opportunities by collaborating with frontline employees to ensure continued success and actively seek feedback on coaching conversations.
• Safety Leadership: Lead by example to ensure paramount safety practices with each employee and teach the understanding of the WM Way, conducting Root Cause Investigations for all injuries and incidents with consistent discipline and retraining.
• Operational Oversight: Document and maintain records required by regulatory agencies like the Department of Transportation, review route operation documentation daily (e.g., DVIRs, driver time and attendance), and visit customer sites to resolve safety issues and seek service alternatives.

The Must-Haves
• Background: Associate’s Degree (accredited) or, in lieu of a degree, a High School Diploma (accredited) and two (2) years of relevant work experience.
• Experience: A minimum of two (2) years of relevant work experience, if not possessing an Associate’s Degree, focused on employee development, coaching, and operational support.
• Skills: Strong capabilities in employee onboarding, performance management, coaching, mentoring, relationship building, safety leadership, regulatory documentation, and root cause investigation.
• Bonus: Successful completion of the WM Operations Manager Trainee program.