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Operations Manager

Operations Manager

Operations Manager

Towne Park
Houston, TX 77056

Job details

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Driven To Serve® and Ready to Succeed!

Working with Towne Park offers a variety of employment opportunities for your unique career plan! Whether you’re a part-timer, careerist or adventurer, Towne Park gives you the tools to learn and grow. With business in 50+ national markets, there’s no limit to where Towne Park might take you!

No matter what you’re looking for, Towne Park provides a winning environment working alongside the brightest and friendliest colleagues around. Whether it’s team events, giving back to the communities where we live and work, or celebrating a Towne Park win, you’ll find a fun and welcoming work experience!


The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives.


Financial and Business Systems Management

  • Understands and drives business metrics and performance measurements to ensure effectiveness, high performance and compliance
  • Demonstrates the ability to improve the financial performance and profitability of the account
  • Understands the contractual agreement and recognizes ways to maximize opportunities
  • Demonstrates the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnover
  • Manages scheduling, overtime for associates under his/her direct supervision, tip reporting, and timekeeping
  • Ensures that forecasts, payroll and accounting reports are on time and accurate
  • Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures

Human Resources

  • Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location
  • Fosters an environment that retains talented associates
  • Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews
  • Sees that new associates get off to the right start through proper orientation and on-the-job training
  • Recognizes great performance and provides opportunities for top performers to learn and grow
  • Recognizes where the team and individual performers need to improve and properly trains and coaches
  • Identifies talent and helps develop future leaders for the organization
  • Conducts regular performance appraisals and provides feedback and coaching for all direct reports
  • Holds effective associate meetings and ensures that shift huddles happen on every shift
  • Practices positive discipline and provides accurate and timely performance documentation
  • Delegates by allocating decision making and other responsibilities appropriately and effectively

Service Management

  • Ensures that the guest/patient service experience is delivered consistently on all shifts
  • Efficiently allocates labor resources to support service delivery
  • Works with the Area/District Manager and Human Resources to forecast and plan for seasonal variances in business to ensure proper staffing levels
  • Understands the client’s service standards and effectively integrates Towne Park’s standards to complement them
  • Is knowledgeable of the client’s service metrics/measurements and ensures Towne Park is helping to drive results

Client Relations Management

  • Develops cohesive working relationships with the clients’ staff members
  • Maintains regular meeting rhythms and communication channels with the client and follows through on commitments
  • Knows when to be present at the site and maintains a high level of visibility
  • Understands what objectives are important to the client and ensures the entire team is focused on exceeding expectations
  • Capitalizes on opportunities to grow Towne Park’s business by building client loyalty and creates a net promoter of Towne Park.

Systems and Standards

  • Fully understands and utilizes the systems provided by Towne Park to control assets and expenditures
  • Trains others or sees that they are trained to properly use the systems provided
  • Maintains a clean, neat work environment
  • Completes all tasks in a timely manner as instructed by the Area/District Manager
  • Cooperates with management and coworkers to ensure that services can be adequately maintained to meet the needs of internal and external customers
  • Treats clients and associates with courtesy, respect and dignity
  • Maintains strict confidentiality related to associate and client information

Safety and Risk Management

  • Understands and follows safety and security procedures
  • Practices preventative safety procedures as set forth by Towne Park
  • Reports all accidents and incidents to the Area/District Manager immediately
  • Uses only equipment trained to use and operates all equipment in a safe manner
  • Reports all potential high risk areas and safety concerns to the Area/District Manager
  • Ensures all associates have been adequately trained in safety and loss prevention procedures
  • Ensures claims are reported timely and accurately and cooperates with the Risk Management department to resolve claims
  • Consistently follows the progressive disciplinary process to hold associates accountable for at-fault claims and safety violations
  • Promptly responds to any concerns regarding workplace safety
  • Follows the procedures for reporting on-the-job injuries and works with Human Resources to effectively manage worker’s compensation cases
  • Adheres to Towne Park employment and payroll policies and procedures to limit exposure to employment claims and litigation

Sales Responsibilities:

  • Maintains relationships with present client to obtain references and leads for new opportunities
  • Keeps leadership and sales teams advised on known changes to Ownership Groups/Management Companies or Brand changes
  • Advises Leadership and Sales of any changes in position at the client location. Specifically, name, where they came from, where they are going
  • Monitors existing client’s business in order to be aware of and report to Area/District Manager any construction, expansion, or changes in the current business that could lead to internal growth opportunities.


  • Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines
  • Demonstrated work ethic, drive, energy, and persistence to achieve goals
  • Ability to maintain stability, dependability and professionalism when faced with changing and difficult situations
  • Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications
  • Written and verbal communication skills to effectively address all levels within the organization
  • Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures
  • Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications
  • Ability to compose professional internal and external business communications including reports, memos, letters, and e-mails


  • Knowledge of general business practices including accounting, human resources and customer service
  • Must be able to drive manual transmission
  • Must have and maintain a valid driver’s license and clean driving record
  • For insurance purposes, must be at least 18 years of age and be able to pass a criminal background, MVR and drug screen

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• Post ID: 21240468

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