Aftermath Services LLC is searching for a VP level candidate to run
its field Operations functions from its headquarters in Aurora, IL.
Under the direction of the CEO this person will oversee the field
operations team that is responsible for managing the customer
experience from beginning to end. This process can be divided into
three phases: 1) Sales, including fielding all new calls, scheduling
services and dispatching the field operations team, estimating and
successfully closing new jobs; 2) centrally supporting field
operations in the execution of these jobs: and 3) collecting on the
invoices once the job is complete. The Director of Sales and
Operations Support will be accountable for driving customer
satisfaction, sales revenue, compliance as it relates to sales and
customer engagement, and for the development of the call center team
as the company continues to grow. This role provides direct leadership
and management of a centralized team of 10+ client and project
managers, and the opportunity to work collaboratively with a dedicated
and professional team of peers and owners in growing and improving an
essential service.
About Aftermath
Aftermath Services is the only national specialist biohazard
remediation and trauma cleaning service provider. Aftermath has been
instrumental in shaping the industry and defining best practices over
the past two decades, and continues to grow, innovate and lead from
the front. Our culture is one of compassion for our customers,
unwavering ethics, integrity and commitment to a scientific approach
in an often-misunderstood service category. It’s helping families,
friends and colleagues return to a semblance of normality as quickly
as possible after a traumatic event, all the while maintaining the
highest levels of quality and safety. Aftermath continues to grow but
remains true to the core values which have served its customers’ with
compassion and dignity since its inception.
Job Responsibilities:
- Champion customer advocacy, ethical business practice, and strict
legal compliance throughout the sales and service execution processes.
- Drive the successful achievement of the sales and revenue plan,
along with its associated service level goals, by managing the
centralized team of client, project and collections managers whose
objective is to “solve the customer’s problem”.
- Manage the day-to-day sales and service execution process,
including frequently making real-time, quality decisions as unique
and complex situations arise.
- Create and maintain an energized environment that promotes
achievement of business goals using management practices aligned
with the company’s core values. Promote a positive and transparent
performance-based culture.
- Develop and train the client and project managers on best
practices. Institute a culture of continuous learning and
improvement. Set goals, monitor, mentor, coach and assist team
members to deliver results. Continue to upgrade the talent within
the Sales and Operations Support team
- Facilitate the cross functional collaboration of the Sales and
Operations Support team with other departments - the Field
Operations team in particular, working closely with the Director of
Field Operations.
- Participate in the company’s ongoing efforts to improve the
customer experience by refining the customer engagement process,
product offerings, pricing and other strategic imperatives. Monitor
and advise from the front line on general industry, consumer, payer
and competitor activity and trends.
- Prepare for and drive growth by collaborating wth Chief Operating
Officer and others to identify and implement the strategic roadmap
and capabilities required to drive systemic sales increases year
over year. In partnership with Marketing, understand the entire
conversion funnel and identify root causes of successes and
challenges to determine the best strategic changes needed to
optimize conversion.
- Manage the call answering service outsourced to an external provider.
- Conduct self in a mature manner consistent with established
policies and procedures of ethical conduct with high standards of
honesty, fairness and integrity.
Candidate Requirements:
- Bachelor's degree or an equivalent professional work experience.
- Strong problem solving and business sense, with an ability to
quickly formulate creative resolutions and make intelligent decisions.
- Strong sense of ownership and accountability for results and behaviors.
- Highly advanced leadership skills that develop and maximize the
talent of both individuals and teams. Experience in directly
managing and motivating teams in a stressful environment.
- Proven sales ability. Proven successful track record in sales
management. Specific call center sales management experience a plus.
- Demonstrated learning agility and the ability to assess business
risk and understand implications of proposed actions.
- Strong collaborative/influence skills with the ability to manage
up, down and across.
- Metrics-driven; strong use of data and analytics to identify
opportunities for improvement and implement changes to improve
business results.
- Well-developed communication skills.
As a dynamic and growing company, we strive to maintain a culture of
performance, high standards and unwavering ethics and values.
