Internal Operations Manager - Lawn Care

Job Title: Internal Operations Manager

Company: Healthy Lawn

Job Type: Full Time

Reports to: VP

About Healthy Lawn:

Healthy Lawn is a leading lawn care provider in Central New Jersey, dedicated to creating and maintaining beautiful and healthy outdoor spaces for our residential and commercial clients. We pride ourselves on our commitment to quality service, expert knowledge, and customer satisfaction. Our comprehensive service offerings include fertilization, weed control, mosquito control, aeration and seeding, flea and tick control, and more.

Job Summary:

The Internal Operations Manager for Healthy Lawn is responsible for the smooth, efficient, and organized operation of all internal workflows that support the customer experience, Inside Sales, CSR, field operations, and administrative processes. This role now includes oversight of operational marketing execution. The Internal Operations Manager oversees CSR, Inside Sales, data integrity, software usage, and internal SOPs and ensures that all internal processes, customer interactions, and marketing activities are carried out with consistency, accuracy, and professionalism.

Responsibilities:

Internal Operations \& Workflow Management

• Oversee daily office operations and workflow structure.
• Maintain and enforce SOPs for all internal processes.
• Ensure communication between CSR, Inside Sales, Service Manager, and field staff.
• Maintain daily operational rhythm and internal communication standards.

Inside Sales Oversight

• Lead and support Inside Sales staff.
• Ensure inbound calls and leads are handled promptly and professionally.
• Monitor conversion rates for new customers, upsells, and renewals.
• Ensure quoting accuracy and SOP compliance.
• Align Inside Sales with technician capacity and routing.

CSR Team Leadership

• Lead, coach, and support CSR team members.
• Monitor call quality and documentation standards.
• Resolve escalated customer issues.
• Ensure accurate customer account updates and service notes.

Software, Systems \& Data Integrity

• Serve as Healthy Lawn's software “super user.”
• Maintain accurate customer notes, services, routes, and schedules.
• Train CSR and Inside Sales staff on system best practices.
• Build dashboards for management on routing, production, call volume, and tickets.

Administrative \& Billing Coordination

• Coordinate daily billing accuracy and payment processing.
• Verify job completion data and service notes before invoicing.
• Support prepay program administration and compliance documentation.

Communication Hub

• Maintain clear communication across office, field, and leadership.
• Lead daily huddles with CSR and Inside Sales.
• Ensure timely customer reminders, service notifications, and follow\-ups.
• Provide management with weekly performance summaries and KPIs.

Process, SOP, and Performance Improvement

• Update and refine SOPs and workflows regularly.
• Identify inefficiencies and implement better processes.
• Create checklists for CSR and Inside Sales tasks.
• Support onboarding and training of new office team members.

Marketing Support \& Campaign Coordination

• Coordinate internal marketing campaigns (prepay, upsell, seasonal promos).
• Manage customer email campaigns (renewals, reminders, service updates).
• Maintain Healthy Lawn’s brand voice in all customer\-facing communication.
• Support website content updates and service descriptions.
• Track marketing KPIs such as lead conversion and prepay performance.
• Manage Google review follow\-up workflows.
• Ensure promotional messaging is accurate and consistent across channels.
• Collaborate with management on community involvement (events, sponsorships, signage).
• Work with third\-party marketing vendors and management as needed.

Key Metrics / KPIs

• Inside Sales conversion rate
• Customer retention rate
• Routing efficiency (production/hr, reduced drive time)
• CSR response time \& service quality
• Billing accuracy
• Prepay conversion rate
• Service ticket resolution time
• Technician utilization \& schedule completion %
• Marketing KPIs (lead conversion, campaign performance)
• SOP and process adherence

Required Experience \& Qualifications

• 3\+ years in operations, scheduling, or service coordination.
• Experience leading CSR or Inside Sales teams.
• Lawn care, pest control, or home service industry experience preferred.
• Strong organizational and communication skills.
• Proficiency in service management and CRM software.
• Ability to manage light marketing responsibilities.
• Highly accurate, process\-driven, and detail\-focused.
• Leadership experience required.

Behavioral Traits

• Organized and detail\-oriented
• Clear and confident communicator
• Calm under pressure during seasonal surges
• Strong leadership presence and accountability
• Problem\-solver with operational instincts
• Process\-focused with strong follow\-through
• Comfortable managing both people and systems

Job Type: Full\-time

Pay: From $80,000\.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person