OPERATIONS MANAGER - OKIN JAMAICA

We are seeking a structured, proactive, and quality-driven Operations Manager.

Position Overview:

The Operations Manager will be responsible for overseeing the core functions that ensure the company runs efficiently and effectively on a day-to-day basis. The Operations Manager wil focus on managing resources, scheduling, quality control, inventory, and ensuring that services are delivered on time and according to customer specifications and company standards.

Key Responsibilities:

1. Quality Visits

Conduct regular visits to job sites to monitor the quality of pest control services being provided. • Ensure that pest control techniques are being applied effectively and that customer expectations are met. • Provide feedback to Technicians to improve service quality and maintain company standards.

1. Quality Visits

• Conduct regular visits to job sites to monitor the quality of pest control services being provided.

• Ensure that pest control techniques are being applied effectively and that customer expectations are met.

• Provide feedback to Technicians to improve service quality and maintain company standards.

2. Review Technician Service Schedules

• Analyze Technician service schedules to identify potential conflicts, overlapping appointments, or resource shortages.

• Resolve scheduling issues to maximize efficiency and ensure that services are delivered on time.

• Coordinate with Technicians, clients and the Logistics Coordinator to reschedule appointments or resolve timing conflicts when necessary.

3. Managing Inventory and Equipment

• Oversee the management of pest control chemicals, equipment, and supplies to ensure there is enough stock for service appointments.

• Monitor inventory levels, indicate reorder levels, and maintain proper storage to meet operational needs.

• Ensure that all equipment is properly maintained, inspected, and in good working condition.

4. Collaborate with Technical Teams

• Work closely with the Technical Team to highlight any operational challenges or service-related issues.

• Develop and implement treatment plans to address ongoing or unique pest control challenges.

• Ensure that the Technical Team is well-informed about best practices, safety protocols, and customer specific needs.

5. Client Communication and Issue Resolution

• Engage with clients to discuss any issues or challenges they may have experienced with pest control services.

• Address customer concerns, resolve complaints, and ensure that clients are satisfied with the resolution.

• Act as a liaison between the client and Technical Teams to ensure the proper execution of treatment plans.

4. Evaluate Performance of Teams

• Regularly assess the performance of Technicians and other field staff to ensure they are meeting quality and efficiency standards.

• Provide constructive feedback, coaching, and training to improve team performance.

• Track performance metrics such as response times, customer satisfaction, and job completion rates.

5. Monitor Commercials Services Agreements and Documentation for Audits

• Work with the respective Administrative Assistant to ensure that all company documentation, licenses, and certifications are up to date and submitted to all commercial clients.

• Ensure that Technicians are following proper documentation protocols for audits, service reports, and regulatory compliance.

• Review and verify that Technicians are maintaining accurate records of service visits, chemicals used, and treatments performed.

6. Assess Trend Reports and Plan

• Analyze data and trend reports related to confirm service effectiveness.

• Use this data to identify recurring issues, seasonal trends, or potential areas for improvement.

• Collaborate with the team to develop strategies for addressing identified trends and improving operational efficiency.

7. Operational Strategy and Planning

• Plan and implement long-term operational strategies, such as optimizing routes, improving service delivery, or expanding service offerings.

• Develop processes for improving Technician performance, inventory management, and customer satisfaction.

• Continuously evaluate and refine operational procedures to reduce costs, improve efficiency, and ensure high-quality pest control services.

8. Safety and Regulatory Compliance

• Ensure that the company complies with local regulations related to pest control practices, chemical handling, and employee safety.

• Implement safety protocols and procedures for technicians working with chemicals and in various environments.

• Monitor safety performance and take corrective actions when necessary to prevent accidents or regulatory violations.

Key Performance Indicators (KPI’s):

1. Customer satisfaction rate – customer feedback related to service quality.

2. Pest Recurrence Rate – percentage of customers who experience returned target pest within a specific timeframe after service.

3. Customer Complaints- number and types of complaints received / number of customer recalls due to ineffective service.

4. First-time fix rate – percentage of service calls resolved in an initial visit

5. Technician compliance – track technician compliance with safety procedures (chemical handling, use of PPE’s, vehicle safety, etc).

6. Inventory Turnover rate – efficiency of inventory management (how quickly inventory is used and replaced).

7. Compliance with industry standards – compliance with industry standards, licensing requirements and best practices.

8. Use of approved products and techniques – ensure Technicians are using approved pest control products, and methods.

9. Technician audits – conduct regular audits of Technician performance, including service reports, customer interactions, adherence to safety protocols.

10. Corrective and Preventive actions – track implementation of effectiveness of corrective and preventive action to address identified issues.

11. Team performance – track the completion of required training programs and certifications by Technicians.

12. Safety Incident rate – Number of safety incidents reported and their severity.

Education and/or Work Experience Requirements:

• Bachelor’s Degree (in either of the below fields): - Business Administration - Operations Management

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.

• Computer proficiency (MS Office – Word, Excel and Outlook etc.)

• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.

• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.

• Ability to work with minimal supervision and track multiple processes.

• PCA License (Current) – an asset

• Valid Driver’s License (General) an asset Additional Skills and Qualities:

• Ability to maintain punctual attendance.

• Strong time management, problem-solving, and organizational skills.

• Ability to safely and successfully perform the essential job function, including meeting qualitative and/or quantitative productivity standards.

• Must be able to lift and carry up to 50lbs.

• Must be able to talk, listen and speak clearly on the telephone

Additional Skills and Qualities:

Ability to maintain punctual attendance.

• Strong time management, problem-solving, and organizational skills.

• Ability to safely and successfully perform the essential job function, including meeting qualitative and/or quantitative productivity standards.

• Must be able to lift and carry up to 50lbs.

• Must be able to talk, listen and speak clearly on the telephone.

 Kindly submit applications by Friday, October 3, 2025

We thank all respondents for their interest, however, only shortlisted candidates will be contacted.