Operations Manager

Operations Manager

Position Summary

The Operations Manager oversees branch operations, client relationships, team performance, and profitability within the local market. This role leads field operations, ensures high-quality service delivery across architectural metal, natural stone, and specialty surface restoration, and partners with clients, sales, and internal teams to drive operational excellence and financial performance.

Key Responsibilities:

Operations Management

· Manage daily operations, scheduling, labor planning, and equipment allocation.

· Oversee the execution of metal and stone restoration, refinishing, polishing, repair, and surface maintenance projects.

· Ensure jobs are completed safely, efficiently, on time, and to company quality standards.

· Monitor labor utilization, project performance, and operational KPIs.

· Manage fleet, equipment, inventory, and overall operational readiness.

Client Management

· Serve as the primary point of contact for all clients.

· Build and maintain strong client relationships while ensuring customer satisfaction.

· Resolve service issues and conduct regular job site and client check-ins.

· Partner with Sales and Solutions teams to support account growth and retention.

Team Leadership

· Hire, train, coach, and develop field and operations employees.

· Establish clear expectations, accountability, and performance standards.

· Conduct performance reviews, corrective action, and employee development planning.

· Foster a positive, safety-focused, and high-performing team culture.

Financial Oversight

· Own branch profitability and monitor gross profit performance.

· Manage labor costs, operational expenses, and job margins.

· Partner with Accounting on billing accuracy, invoicing, and AR support.

· Support forecasting, labor planning, and budget management.

Strategic & Administrative Functions

· Identify operational challenges and implement solutions to improve efficiency.

· Ensure compliance with company policies, safety standards, and reporting requirements.

· Maintain operational documentation including work orders, time reporting, expenses, and employee records.

Qualifications

· Bachelor’s degree preferred or equivalent experience.

· 3+ years of operations leadership experience, managing metal restoration, stone restoration, architectural surface restoration, or specialty surface care operations

· Strong leadership, client management, and problem-solving skills.

· Experience managing profitability, labor, and operational metrics.

· Proficiency in Microsoft Office, especially Excel.

· Ability to travel up to 30%.

Success Metrics

· Branch profitability

· Client retention and satisfaction

· Team performance and retention

· Operational efficiency and quality compliance

About SOLID Surface Care, Inc.

Founded in 1996 in Charlotte, NC, SOLID® Surface Care, Inc. is the nation’s largest self-performing facility care company. SOLID is revered for its breadth of science-based cleaning, enhanced disinfection expertise and world-class specialty surface care. We are passionate about being environmentally conscious with our methodologies and extending the life of every surface. Our well-trained teams deliver the highest level of cleaning, disinfecting, restoration, and maintenance for all hard and soft surfaces, while providing best-in-class client experience.

At SOLID, we care for our people by offering challenging opportunities, career advancement paths, competitive benefits, and flexible schedules. We are committed to developing expertise in all we do and seek excellence in one another and every surface we touch. SOLID’s dynamic leadership team and colleagues promote a supportive, respectful open-door culture and strive to achieve the most effective ways to work with and care for each other.