The primary responsibility of a field operations manager is to create and oversee the implementation of strategic goals for a specific business unit, region, or division. Supervising field employees, providing direction, feedback, and monitoring performance are all responsibilities of this position. Budgets are usually established, expenses are tracked, improvements are sought, and a positive relationship between the company and its customers is maintained.
A field operations manager can work in a variety of industries. National forestry and gas and oil operations, for example, typically require a large portion of the workforce to work outside of an office setting on a daily basis. The ability to apply his knowledge of the industry and the firm’s operations to come up with an overall strategy is at the core of the field manager’s job duties. This strategy determines how field personnel perform their jobs and how the firm’s resources are used.
Because a field operations manager is in charge of developing strategies, it is also his responsibility to ensure that they are implemented properly. To delegate and communicate performance expectations and incentives, operations managers usually work with a team of front-line supervisors. In some industries, such as customer contact centers and business process services, operations managers also serve as a point of escalation. For example, if the operations manager establishes a 95 percent customer satisfaction average performance quality expectation, he will continuously monitor performance reports, stepping in to help correct flaws as needed.
Providing feedback and coaching is an important part of the process. Aside from sales and service performance, the field operations manager may also be responsible for ensuring a safe working environment. In addition to “best practices” as they are discovered, a manager may need to provide instruction and communicate proper work methods. “Best practices” are the methods that the company considers to be the most efficient for completing specific job tasks.
Another major task assigned to a field operations manager is creating a budget and determining how much money can be allocated to various functions. He may have to work with a budget figure that has already been set and decide or approve how it will be spent. For example, he could spend up to 30% of the budget on labor, 20% on training, 25% on sales and service, and 25% on supplies. The operations manager may also be required to maintain good customer relations assisting field personnel in overcoming internal policy and procedure obstacles.