Thomas Pest Services

Area Operations Manager

Albany, NY - Full Time

Area Operations Manager
** APPLICANTS MUST LIVE WITHIN ONE HOUR OF ALBANY **
Building relationships and enhancing the lives around us is our passion. At Thomas Pest Services, pest control allows us to achieve just that. We seek a relationship-driven leader to develop and support our team, building strong connections with both customers and colleagues.

The Area Operations Manager is responsible for the overall operations, performance, and team execution of an assigned area. Reporting to the Director of Operations, this hands-on leader oversees the area service managers and provides leadership, accountability, and direction across the area to ensure consistent execution of company standards and goals. The Area Operations Manager translates company strategy into measurable area and route level results and leads through the Entrepreneurial Operating System® (EOS®) to deliver outstanding service, profitable growth, strong team performance, and a healthy company culture. The role is accountable for area operating results, including service quality, customer retention, labor, production, fleet, inventory, safety, and profitability, while balancing strategic oversight with hands-on leadership, coaching, and problem solving.

Responsibilities for Area Operations Manager
  • Leading, managing, and holding area service managers and their teams accountable to the company vision and annual plan
    • Lead, manage, and hold accountable area supervisors and their teams; model the company values in every interaction.
    • Own the Area Operations Scorecard and ensure weekly data is accurate, visible, and used to drive timely action.
    • Lead area EOS meeting rhythms, including weekly Level 10 meetings, quarterly planning, and quarterly conversations; participate in company Operations meetings as requested.
    • Set and execute quarterly Rocks for the assigned area; identify, discuss, and solve Issues using EOS tools and strong follow-through discipline.
    • Implement and continuously improve core operations processes so they are documented, followed, measured, and improved consistently across the assigned area.
  • Operational Excellence
    • Performance Management:
      • Maintain high service standards across all accounts in the assigned area and resolve quality or customer-service concerns with urgency and care.
      • Manage route capacity, service timeliness, urgent-service, and cancellation processes with supervisors and office leadership.
      • Develop area supervisors and technicians through coaching, field observation, regular feedback, independent learning, and group training.
      • Ensure assigned field teams deliver relationship-based pest management through stellar service delivery, clear communication, and professional conduct.
      • Enforce safety and compliance across the assigned area, including vehicle standards, PPE, equipment use, respirator-fit requirements, and applicable regulatory requirements.
    • Inventory:
      • Maintain appropriate inventory levels at assigned locations; coordinate orders, evaluate product needs, and manage materials spend to budget.
    • Fleet:
      • Coordinate area fleet management: vehicle readiness, maintenance, stocking, cleanliness, replacement needs, and expense control.
Financial Performance, Quality Assurance, and Customer Retention
    • Own assigned-area operational results and partner with the Director of Operations on planning, forecasts, budgets, and corrective actions.
    • Manage area direct labor, technician production, gross profit, service effectiveness, and retention in line with company targets.
    • Establish clear weekly area, team, and individual goals; use scorecards and coaching to help supervisors achieve team performance and bonus targets.
    • Work with the Director of Employee Experience and Director of Operations to ensure area field staff progress through the company development program.
    • Partner with sales, customer service, office leadership, and finance to remove area operating obstacles and create an exceptional customer experience.
Key Performance Indicators (KPI’s):
  • Callback Percentage
  • Monthly Customer Retention
  • Direct Labor
  • Technician Production
  • Gross Profit
  • Department Expenses
Requirements:
  • 3+ years of progressively responsible operations or service leadership experience, including direct responsibility for supervisors and field teams. Experience in pest management, route-based services, home services, facilities, or a similar field-service business is preferred. Experience managing multi-location or geographically dispersed teams is a plus.
  • Demonstrated success managing multi-team field performance, operating metrics, labor, production, customer retention, budgets, and margin.
  • Experience operating within EOS® or a comparable accountability-driven management system is strongly preferred.
  • A servant-leader mindset: direct, humble, resourceful, organized, and committed to personal and professional growth.
  • Excellent written and verbal communication, strong judgment, and the ability to solve issues collaboratively and decisively.
  • Valid driver’s license and driving record that meets company standards, with the ability to meet company safety, screening, and certification requirements.
  • Ability to safely perform occasional field observations in varied environmental conditions, including navigating ladders, roofs, crawlspaces, and attics, and lifting 50+ pounds when needed.
  • Applicant should be available Monday–Friday, 7:00 AM–5:00 PM, with flexibility and availability between 6:00 AM and 6:00 PM as business needs require.

Compensation and Benefits
Compensation
  • $75,000–$85,000 annually, depending on experience and area scope, plus bonus structure. Actual compensation will reflect qualifications, internal equity, and work location.

Benefits
  • Simple IRA (3% match after one year of employment)
  • $400.00 towards health insurance including dental and vision.​
Perks
  • Cell Phone
  • Company Computer
  • Company Vehicle and Gas Card
  • Company Paid Uniforms
Time Off
  • Paid time off starts accruing day 1 of employment
  • Paid Holidays
Training
  • Company-paid certification exams and renewals, comprehensive training, and ongoing development to keep you sharp and ahead of industry trends.
Thomas Pest Services is an EOE and drug-free workplace.
 
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This role requires a valid New York State driver’s license to travel between customer sites. Do you have a valid NYS driver’s license?*
Are you at least 18 years old and legally authorized to work in the United States?*
This position requires lifting up to 50 lbs, climbing ladders, and performing manual labor outdoors in various weather conditions. Are you able to perform these essential job functions with or without reasonable accommodation?*
Tell us briefly about the largest field service team or operation you have been responsible for. Include the approximate number of employees, locations/territory, and key metrics you were accountable for.
Are you able to work Monday through Friday, generally between 7:00 AM and 5:00 PM, with availability between 6:00 AM and 6:00 PM when business needs require?
Do you have experience managing operational performance using KPIs, scorecards, budgets, labor, production, or profitability metrics?*
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