Operational Compliance Manager

Key Relationships:

Operationational Leadership

Functional teams (e.g. HR, IT, Marketing & Innovation, Legal, etc.)

Relevant Industry Regulators

Job Summary

This role is responsible for ensuring operating units are following federal, state and local regulatory requirements, as well as company standards. Partners with US Pest Operations by performing Branch Business Reviews, not limited to co-location, regulator audit readiness, operational reviews, licensing and any state-level board complaints. They work with business unit leaders both in person and virtually to inform of licensing status of employees, as well as provide updates of requirements to ensure business continuity for field operations. 

Key Performance Indicators 

• Licensed Compliance Scores

• Fine Mitigation

• Branch Assessment/Review Scores

• Customer Retention

• Revenue & Profit

Principal Duties and Responsibilities

• Ensures and monitors compliance with all federal, state and local regulations (including  company standards), while advising management of pending legislation and regulatory changes that will impact the company.

• Serves as subject matter expert for licensing requirements and ensures locations and employees are following applicable laws, company standards & policies and protocols

• Assists with the mediation of regulatory concerns and representing the company interests when necessary.

• Seeks to proactively resolve compliance issues.

• Performs assessments for compliance with regulatory and third-party audit standards and provides timely report findings.

• Expert understanding and proficiency in Lycensed and able to assist with training for field leaders to ensure adoption, utilization and compliance of/in system.

• Partners with members of service, technical and training teams to ensure compliance with applicable laws, company standards & policies and protocols.

• Serves as liaison with state regulatory and pest control associations and maintains strong, positive relationships with key industry regulators.

• Receives and updates licenses or certifications for initial set up and renewal and escalates license issues to responsible parties.

• Works with branch, routing and scheduling and other applicable colleagues to ensure proper licenses or certifications are assigned to each employee as defined by company policy and regulations.

• Maintains standards for license requirements, verifiable documentation, and updates/communicates requirements to field management as needed.

• Help new and existing technicians secure their licenses by building/publishing on-demand training and delivering face-to-face regional classroom training.

• Assists with co-locations where needed.

• Travel up to 50%

Required Experience

• Degree in entomology, business or related field or combination of education and relevant experience required

• 5+ years of experience in the structural pest control industry; specifically in field operations management with a proven track record of compliance with regulatory rules and company standards.

• Previous regulatory experience in California or Hawaii is fundamental, with California experience being the most critical

• Attention to detail and analytical skills

• Ability to read, analyze and interpret government regulations, general business periodicals and professional journals

• Knowledge of pest control industry regulations 

• Ability to effectively present information and respond to audience inquires

• Ability to obtain/maintain state pest control licenses and certifications

• Valid driver’s license

• Skill in organization and time management – ability to work with multiple branches at once, independently set your own agenda to complete branch audits on time, and follow up with branch managers to resolve identified non-compliance issues.

• Previous experience in managing service audit systems or processes is preferred

• Strong verbal and written communication skills

• Proficient in Excel, Google Sheets or other data analytics tools

• Proficient in Google Suite (Docs, Hangouts, etc.)

• Understanding and familiarity with AI tools

Required Leadership Traits and Characteristics

• Able to demonstrate high levels of drive, work ethic and personal accountability with the ability to help mitigate stressful scenarios while partnering with field leadership

• Ability to listen with empathy

• Ability to maintain sound judgment and high ethical standards and willing to notify appropriate leadership if rules, regulations and policies are not being followed at any level in the organization

• Ability to problem solve at multiple leadership levels (field through market) as well as with regulators

• Strong people skills with ability to communicate with a dispersed and diverse workforce across multiple locations and geographies. 

Formal Education, Qualifications or Training

• Degree in entomology, business or related field or combination of education and relevant experience required

• 5+ years of experience in the structural pest control industry; specifically in field operations management with a proven track record of compliance with regulatory rules and company standards.

• Have or be able to obtain appropriate regulatory credentials and/or licensing in multiple states as required. 

Compensation

While starting pay falls within the given range, it can vary based on factors like geographic location, skills, education, and experience. Total earnings may also be affected by overtime, incentives, commissions, performance, and route assignment (where applicable).

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.