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Operations Manager

H2O Operations Manager 

The operations manager, under the direction of the General Manager, is responsible for overseeing H2O’s mainline contract operations. This individual will ensure that the services promised to H2O’s clients are being delivered to the highest possible quality. What that, the operations manager will also act as the quality control officer to ensure that contractual obligations are being met with the high quality of service that H2O guarantees its clients. 

Key responsibilities 

Quality Control 

  • Ensure that front line team members are accomplishing tasks to adhere to contractual obligations 

  • Provide accountability and oversight to front line team members to ensure a high quality of service

  • Train front line team members to ensure they are aware of their duties and responsibilities 

  • Promptly address issues as they arise, escalating them to the General Manager when necessary

  • Provide feedback to senior management on a quarterly basis on operational improvements 

  • Provide recommendations for maximization of revenue potential 

Client Liaison 

  • Create and maintain relationships with clients and primary contacts for all H2O mainline contracts 

  • Provide reports to clients when necessary and per contractual obligations 

  • Be a brand ambassador to H2O Lifeguard and Recreation Management 

  • Receive client queries and complaints, action accordingly

  • Act as a liaison between clients and contractors, when necessary, per contractual obligations 

Team Member Supervision 

  • Manage/mentor front-line team members directly or through site/zone supervisors 

  • Maintain schedule of current contracts and approve timecards per the contracts allotted service hours 

  • Provide discipline to team members per H2O’s progressive discipline policy 

  • Ensure team members possess current qualifications to fulfill their positions

  • Act as the hiring manager for mainline contractual obligations 

  • Ensure coverage for all shifts for mainline operations 

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