Customer Success Operations Jobs in Florida

The General Manager, Operations is responsible for the overall operational, financial, and strategic performance of an assigned branch or geographic area within the Maintenance division. This role serves as the senior operational leader for the location and has full accountability for profitability, client retention, employee engagement, and execution of company initiatives.

This position is designed to have a significant impact on the organization's growth—both organically and through acquisitions. The General Manager will lead teams responsible for daily landscape maintenance operations while ensuring exceptional service delivery, disciplined financial management, strong client relationships, and a culture of safety and accountability.

The ideal candidate is a highly analytical, detail-oriented operational leader with a proven track record of maximizing profitability in a service-based business and leading multi-functional teams through growth and change.

Key Responsibilities

Financial & Business Performance

• Own and deliver branch financial results, including profitability, maintenance revenue growth, and enhancement revenue growth, in alignment with established goals and incentive plans.

• Develop, manage, and maintain full P&L responsibility for the branch, ensuring disciplined expense control and sustainable margin performance.

• Analyze financial and operational performance metrics to identify trends, risks, and opportunities for cost optimization and revenue growth.

• Establish and execute annual operating plans and budgets aligned with company objectives.

Operations Leadership

• Oversee all operational aspects of the branch, including field operations, service delivery, fleet management, and vendor partnerships.

• Lead daily service execution, including crew direction, scheduling, and allocation of people and equipment resources.

• Ensure landscape contracts are executed to scope, quality, and service standards while maintaining high client retention rates.

• Identify operational challenges and implement scalable, effective solutions that improve efficiency and service quality.

Client & Account Management

• Lead and support Account Managers in building and maintaining strong client relationships.

• Address escalated client issues promptly and professionally, ensuring resolution and long-term satisfaction.

• Partner with Sales and Account Management to participate in client meetings, proposals, renewals, and contract negotiations.

• Drive a client-centric culture focused on responsiveness, accountability, and value delivery.

People Leadership

• Lead, develop, and retain high-performing teams, including Client Relationship Managers, Operations Managers, service delivery crews, and support staff.

• Train qualified team members to meet current and future business needs.

• Provide ongoing coaching, performance feedback, and development to build leadership capability and bench strength.

• Foster a positive, inclusive, and accountable work environment aligned with company values and culture.

Safety, Compliance & Process Excellence

• Champion safety initiatives and ensure compliance with all company, local, state, and federal safety requirements.

• Promote a safety-first mindset and maintain a safe, healthy work environment for all employees.

• Execute and enforce company policies, procedures, and operational standards consistently across the branch.

• Ensure operational processes align with broader organizational goals and continuous improvement efforts.

Required Qualifications & Experience

• 10–15 years of progressive leadership experience with a strong emphasis on operations management.

• Bachelor's degree required.

• Demonstrated success leading and developing teams, including hiring, coaching, performance management, and accountability.

• Strong financial acumen with proven experience managing a full P&L.

• Ability to analyze complex operational and financial data and translate insights into action.

• Proven ability to resolve customer and vendor issues while elevating the overall client experience.

• Excellent interpersonal, communication, and influencing skills with diverse employee groups and external stakeholders.

• High degree of professionalism, discretion, and integrity, including the ability to handle confidential information.

• Experience using operational and financial software tools to track performance and optimize efficiency.

• Previous experience in the landscape or similar service-based industry preferred, but not required.

• Entrepreneurial mindset with a bias toward action and continuous improvement.

Driver Qualification Requirements

To qualify as a driver, candidates must:

• Possess a valid U.S. driver's license issued for a minimum of three (3) years.

• Maintain a clean driving record for at least three (3) years.

• Successfully pass a pre-employment drug screening.