Branch Manager

POSITION SUMMARY

The Branch Manager is responsible for the overall performance, daily operations, and growth of an assigned branch location. This role provides direct leadership to field technicians, oversees service execution, and ensures that branch operations consistently meet company standards for quality, efficiency, customer satisfaction, and regulatory compliance. The Branch Manager is accountable for the health of the branch across all dimensions: people, performance, culture, and customer experience.This is a player-coach position that requires both strong field presence and operational leadership ability.

KEY RESPONSIBILITIES

%CF; Provide direct leadership, coaching, and accountability to field technicians at the branch level, fulfilling the Service Manager function directly until branch growth supports a dedicated leadership hire.

%CF; Proactively track and manage KPIs across branch operations, ensuring performance reports and scorecards are completed accurately and on time, and holding yourself and the team accountable to individual and branch goals.

%CF; Maintain financial accountability for branch operations, including monitoring service costs, managing expenses, and ensuring the branch meets its profitability targets.

%CF; Conduct regular ride-alongs and field training to develop technician performance, service quality, and professionalism, and maintain a strong, consistent field presence throughout the branch.

%CF; Ensure service routes are executed efficiently and that customers receive timely, consistent, and high-quality service across all account types.

%CF; Monitor technician productivity, routing efficiency, service capacity, and key branch performance metrics, identifying gaps and implementing improvements to drive operational consistency.

%CF; Support technician recruiting, onboarding, and training in partnership with HR and regional leadership, and actively develop technicians into future leaders to build internal branch capacity.

%CF; Ensure adherence to company service protocols, SOPs, safety standards, and regulatory requirements across all service types performed at the branch.

%CF; Maintain oversight of field equipment, fleet readiness, product inventory, and materials needed for technicians to perform their work effectively and safely. with HR and regional leadership, supporting technician onboarding and training to maintain appropriate team capacity.

%CF; Address escalated customer concerns professionally and promptly, reinforcing company service standards and customer experience expectations at the branch level.

%CF; Manage branch budgets, allocations, and operational resources in alignment with company financial objectives.

%CF; Collaborate with Learning and Development to support technician training, licensing compliance, and the consistent application of training rhythms and best practices at the branch.

%CF; Reinforce company culture, professionalism, and a positive, performance driven environment within the branch.

%CF; Participate in operations discussions, share field insights and lessons learned with other managers, and support broader company initiatives as directed by executive leadership.

QUALIFICATIONS

%CF; Prior experience managing or supervising field service technicians or operational teams

%CF; Demonstrated leadership ability including coaching, mentoring, and developing team members with a player-coach mindset

%CF; Strong understanding of service operations, route efficiency, technician productivity, and field execution

%CF; Ability to analyze operational metrics and implement improvements that increase service quality, efficiency, and branch performance

%CF; Experience with customer service management and resolving escalated service concerns professionally

%CF; Strong communication and organizational skills with the ability to coordinate between technicians, support teams, and regional leadership

%CF; Familiarity with service industry safety standards, regulatory compliance, licensing requirements, and operational procedures

PHYSICAL REQUIREMENTS

%CF; Ability to sit at a desk and work on a computer for extended periods

%CF; Frequent use of hands for typing, mouse use, and other repetitive motions

%CF; Ability to communicate effectively via phone and digital tools for extended periods

%CF; Visual acuity sufficient to read documents and computer screens for extended periods

%CF; Ability to hear and respond to phone calls, alerts, and in-person communication

%CF; Occasional standing, walking, bending, or reaching

%CF; Ability to lift up to 15 lbs (office supplies, files, etc.)

%CF; Ability to lift up to 50 lbs when supporting field operations

%CF; Must be comfortable crawling in crawl spaces and working in attics

%CF; Ability to climb ladders and perform field inspections

%CF; Ability to work outdoors in varying weather conditions and lighting conditions

%CF; Ability to drive a company vehicle for extended periods throughout the day

%CF; Ability to perform pest control service work in the field as needed to support

operations