Role Purpose
The Branch Manager is accountable for all operations, financial performance, and customer satisfaction within their branch. While AMs and PMs own and execute most responsibilities, the BM is ultimately accountable for ensuring the branch meets quality, safety, retention, growth, and financial goals. The BM leads the branch leadership team, coaches AMs and PMs, and acts as the final point of accountability for everything that happens in the branch.
Key Responsibilities (Ownership / Accountability)
Overall Branch Performance
- Accountable for revenue, profitability, labor efficiency, and retention results.
- Ensure the branch consistently meets or exceeds financial targets.
Customer Experience & Retention
- Ultimately accountable for client retention rates across the branch.
- Ensure AMs deliver on customer service, communication, and enhancement sales.
- Develop key relationships. Attend and support AM’s during periodic key meetings.
Operational Excellence
- Ultimately accountable for Aspire accuracy, scheduling, and ticket timeliness.
- Ensure PMs maintain labor efficiency, safety standards, and quality control.
- Ensure dispatch runs smoothly each morning.
- Assist AM’s with larger enhancement projects (bidding and execution).
Leadership & Team Development
- Directly lead, manage, and coach AMs and PMs.
- Conduct quarterly conversations, semi-annual reviews, and ongoing performance management.
- Responsible for building and maintaining a high-performing team; support recruiting, hiring, and retention of key roles.
Safety & Compliance
- Accountable for branch-wide safety culture, reporting, and compliance.
- Ensure PMs consistently train and enforce safety practices.
Branch Culture & Alignment
- Model company values and culture.
- Ensure AMs and PMs work as one team serving both customers and crews.
- Resolve escalations from clients or internal staff.
- Assist with different internal departments and operations when questions arise.
Vendor and Sub-Contractor Management
- Develop and maintain relationships with appropriate vendors and sub-contractors.
- Collect and distribute appropriate information on large scale functions as needed.
- Assist with annual equipment orders and staffing projections.
Execution Responsibilities (Doing the Work)
- Lead weekly AM/PM alignment meetings to review scheduling, labor, quality, and customer updates.
- Review financial dashboards weekly; adjust plans to ensure profitability and efficiency.
- Conduct site visits with AMs/PMs periodically to observe quality and client interactions.
- Handle escalated client issues when AM resolution is not sufficient.
- Approve larger purchases and capital expenditures.
- Assist with new sales opportunities when necessary.
Delegation Model
- AMs: Own contracts, budgets, enhancement sales, customer communication, property-specific training, and materials.
- PMs: Own crew leadership, daily scheduling, labor efficiency, safety, general training, quality control, and equipment.
- BM: Accountable for everything; ensures both AMs and PMs are delivering on their responsibilities.
Time Allocation
~40% coaching/leadership of AMs and PMs.
~30% client/site visits and escalations.
~20% financial/operational reviews and planning.
~10% administrative tasks.
