Operations Manager – Frontline Employee Development

Job Description

Operations Manager – Residential | WM

The Tone:
This is an on-site role at WM, operating in a mixed office and field environment. WM is a leading provider of residential services, emphasizing operational excellence and employee development within its frontline teams. This role is crucial for fostering a supportive and high-performing culture among residential drivers and helpers, directly impacting daily service success and safety standards. The Operations Manager plays a vital role in integrating new employees, enhancing ongoing performance, and ensuring a safe working environment.

The TL;DR
• Role: Full Time
• Type: Full Time
• Location: In-person, On-site
• Pay: $74580–$109422 yearly plus 15% OMIP Bonus
• Team: Manages frontline residential drivers and helpers
• Mission: To ensure the successful onboarding, development, performance, and safety of all frontline residential employees.

What You’ll Actually Do
• Onboarding and Development: Ensure new frontline employees receive necessary tools, instruction, and feedback to succeed in their daily duties.
• Performance Coaching: Provide consistent communication and support through timely touchpoints, regular best practice reviews, and collaborative improvement identification.
• Safety Leadership: Actively lead by example to make safety practices paramount, conducting root cause investigations for all incidents and ensuring consistent retraining.
• Operational Oversight: Review and audit daily documentation related to route operations, including DVIRs and driver time/attendance, following up as appropriate.
• Customer Site Evaluation: Visit customer sites to evaluate and resolve safety issues, seeking service alternatives when necessary to maintain service quality.

The Must-Haves
• Background: Associate’s Degree (accredited) or High School Diploma (accredited) with two (2) years of relevant work experience; Managerial career level in operations.
• Experience: A minimum of two (2) years of relevant work experience is required if an Associate’s Degree is not held; must be at least 18 years of age.
• Skills: Strong coaching and mentoring abilities, performance management, root cause investigation, documentation and record-keeping for regulatory agencies (e.g., DOT), and leadership in safety practices.
• Bonus: Successful completion of the WM Operations Manager Trainee program.