WHAT DOES A FIELD OPERATIONS MANAGER DO?

Published: Mar 13, 2025 - The Field Operations Manager investigates results, implements remedial actions to optimize profits, and produces analytical reports for enhanced understanding of processes. The role demands the development and delivery of training programs across departments, ensuring adherence to company policies and collaborating across business lines to execute operational responsibilities effectively. Additional duties involve managing service staff, overseeing dispatch operations, and handling customer interactions with a focus on conflict resolution and maintaining high service standards.

A Review of Professional Skills and Functions for Field Operations Manager

1. Field Operations Manager Duties

  • Technical Implementation and Operations: Oversee the technical implementation and operations of the services delivered to the Production team and other Broadcast partners.
  • Schedule and Event Management: Take full ownership of the overall schedule, events, and execution for the Field Ops team with input from key stakeholders.
  • Event Coordination: Coordinate internal technical plan and staff each event accordingly to ensure setup, support, and breakdown of equipment at events.
  • Network Collaboration: Meet and collaborate with the networking team for network requirements and setup.
  • Equipment Preparation and Testing: Prep and test equipment needed for events – laptop, printers, charging stations, etc.
  • Inventory Management: Maintain the inventory of event equipment and plan for future needs and upgrades.
  • Process Documentation and Support: Collaborate with End User Support Teams and Leadership to ensure local processes are documented and supported.
  • Tool and Process Simplification: Assist with simplification and standardization of tools and processes.
  • Feedback Consolidation and Improvement: Work closely with Production Teams, Event Planners, and Management to consolidate and share feedback for improvement based on field operations.
  • Meeting Documentation: Document detailed meeting notes, track action items, and distribute to stakeholders.
  • Retrospective Reporting and Recommendations: Distill feedback and create retrospective reports on events and create actionable recommendations to ensure continuous improvement.
  • Customer Service Excellence: Provide excellent customer service.

2. Field Operations Manager Details

  • Field Staff Scheduling: Scheduling field staff working out of Grande Prairie and Edmonton locations.
  • Culture Promotion: Promote and encourage a successful culture for field operations in cooperation with operations managers and other regional field operations managers.
  • Crew Resource Coordination: Coordinate and collaborate with scheduling field staff with other regional field operations managers to ensure adequate crew resources across business lines.
  • Workforce Planning: Collaborate with operations managers and corporate field operations manager on workforce planning and field staffing levels based on regional and company-wide work expectations.
  • Recruitment Support: Work with Human Resources in the recruitment process for new field staff, including taking part in interviews for Crew Chief, Survey Assistant, and summer student positions.
  • Field Staff Training: Promote and coordinate field staff training based on established minimum skill and competency levels.
  • Training Initiative Collaboration: Collaborate with Project Managers, Land Surveyors, and technical staff to identify training initiatives to develop field staff in line with corporate directives.
  • Succession Planning: Establish succession planning initiatives to ensure efficient and effective promotions of survey assistants to crew chiefs.
  • Career Development Tracking: Track field staff career development and skill progression.
  • Client Requirements Management: In conjunction with Project Managers, Land Surveyors, and technical staff, identify and maintain regional client requirements and orientations.
  • Safety Culture Promotion: Promote and maintain a successful safety culture in collaboration with the regional HSE advisors.
  • Field Safety Meetings: Participate in monthly field safety meetings.
  • Equipment Maintenance Collaboration: Collaborate with regional equipment managers to ensure field trucks and associated equipment are maintained and that the appropriate inspections are documented and reported.
  • Field Staff Engagement: Build and promote a positive culture with field staff by completing field inspections and face-to-face communication.
  • Initiative Promotion: Represent and promote regional and corporate initiatives in a positive manner to field staff.
  • Field Staff Check-ins: Complete nightly check-ins for assigned field staff.

3. Field Operations Manager Responsibilities

  • Service Quality Assurance: Ensuring that CBI is providing the highest quality of service.
  • Subcontractor Performance Management: Managing / Ensuring subcontractors' performance on day-to-day projects.
  • Subcontractor Validation and Tracking: Validating Subcontractors and maintaining RFP tracker.
  • Certification and Documentation Compliance: Ensuring that all subcontractors are certified and have completed necessary documentation before starting a project.
  • Staffing and Labor Assignment: Ensuring / assigning proper staffing with Subcontractor labor.
  • Subcontractor Training: Making sure the subcontractors are trained in the different product lines.
  • Vendor Management Reviews: Participate in Vendor Management Quarterly reviews.
  • Product Training: Participate / Lead product training course.
  • RFP Submission Management: Ensuring all RFP projects have been submitted to subcontractors for pricing in a timely manner.
  • Cost-Effective Pricing: Ensuring the most cost-effective pricing for the use of subcontractors on projects.
  • Subcontractor PO Completion: Effectively complete and submit Subcontractor POs.
  • PO Management: Ensure subcontractor has PO before project start.
  • Survey Issuance: Issuing surveys in a timely manner.

4. Field Operations Manager Job Summary

  • Backlog Review: Review Backlog regularly to determine staffing needs.
  • BIM360 Proficiency: Proficiency with the iPad and the BIM360 program.
  • BIM360 Project Creation: Master at creating BIM360 Projects with proper folder structure and information.
  • BIM360 Data Upload: Ensure delivery tickets and necessary project information are uploaded accurately in BIM360.
  • BIM360 Project Review: Ensuring that BIM360 projects are reviewed before and after the project.
  • BIM360 Project Closure: Ensuring that BIM360 projects are closed in a timely manner.
  • Liaison Coordination: Liaison between DPMs, WPC, and FO team.
  • Installation Training: Ensuring that all installation personnel are trained on new product developments.
  • Client Presentation Participation: Participate in Client presentations and RFP review.
  • Installation Pricing Review: Review and approve installation pricing for projects and subcontractors.
  • Site Visits: Perform daily site visits to ensure associates' performance.
  • Timesheet Management: Manage and approve time sheets.
  • Schedule Maintenance: Maintain the installation master schedule.
  • Effective Communication: Effectively communicate with co-workers, subcontractors, and management.
  • Relationship Building: Establish and maintain positive and working relationships between FO and DPMs/WPC.

5. Field Operations Manager Accountabilities

  • Field Team Development: Hire, train, and develop field team with grower and merchandising shifts, which include planting, harvesting, cleaning, and merchandising.
  • Mentorship and Feedback: Provide professional mentorship and feedback to the team in order to improve services and foster a cohesive and high-performing team.
  • Client Relationship Development: Represent the Infarm vision and brand by regularly visiting store locations across the greater city area to develop relationships with clients.
  • Operational and KPI Management: Meeting operational expectations and business KPIs to foster a culture of continuous improvement.
  • Cross-Department Collaboration: Collaborate with a wide variety of Infarmers from the Production Operations Manager to the entire production team and HQ support functions.
  • Workplace Safety and Compliance: Ensure a healthy and safe work environment by performing regular audits focused on health and safety as well as food safety.
  • Project Travel and Compliance: Travel to various projects to train, develop, ensure compliance, and build relationships with field employees.
  • Jobsite Effectiveness Reporting: Conduct and report on jobsite visits and meetings in the field to ensure effectiveness of teams.
  • Field-Office Collaboration: Collaborate with all departments within the office to ensure that a clear understanding of the needs of the field employees and customers’ needs have been met.
  • Training and Development Support: Organize and coordinate calls with the field as necessary to support training, development, and field performance objectives.
  • Field Time Management: Assist Senior Field Operations Manager with field time off requests.
  • Field Manual Development: Collaborate with the Senior Field Operations Manager to develop and maintain field instruction manuals to improve efficiencies.
  • Policy and Procedure Improvement: Collaborate on and improve company policies and procedures relating to field employees to ensure compliance.

6. Field Operations Manager Functions

  • HR Oversight and Direction: Provides oversight and direction to the district human resources staff for all human resources activities, including employment, compensation & classification, employee relations, benefits, and various training facilitated by the team.
  • Coaching and Counseling: Providing coaching, counseling, and training when necessary.
  • Personnel Needs Management: Ensures District Human Resources teams are meeting the personnel needs of assigned districts.
  • Mediation: Serves as a mediator between the Office of Human Resources and district staff.
  • Strategic Partnership: Works as a strategic partner with District Engineering Administrators and Unit Human Resources Managers to ensure the efficient and timely review and approval of transactions.
  • Process Improvement and Training Development: Responsible for continual development of process improvements and training materials to be communicated within districts.
  • Legal and Policy Communication: Responsible for interpreting and clearly communicating state and federal laws and agency policies and procedures.
  • HR Support: Provides human resources support in the absence of district human resources team members or when work demands necessitate assistance.
  • Installation and Restoration Management: Manage all on-site installation and restoration processes of art pieces, developing high standards and techniques.
  • Quality Control Management: Maintain strong overall quality control of products adhering to reliability, performance, and customer expectations.
  • Design and Technical Drawing Review: Revise architectural drawings, shop drawings, and engineering calculations to ensure no conflicts or gaps exist, and create and plot technical designs (including measurements, levels, and dimensions).
  • Team Training and Support: Provide training and support to the team, keeping them highly motivated, satisfied, and engaged.
  • Client Experience Management: Guarantee outstanding client experience, client satisfaction, and brand exposure through the end-to-end process.
  • Technical Problem Solving: Diagnose errors or technical problems and determine proper solutions.

7. Field Operations Manager Job Description

  • Project Team Supervision: Responsible for the supervision, direction, communication, and development of the project team.
  • Project Planning and Expectation Setting: Engages in the development of an overall project plan and sets expectations for the project team.
  • Project Information Management: Takes ownership of the project information and is able to deliver project status to appropriate parties.
  • Project Status Validation: Validates project status and makes recommendations to ensure that execution goals are met.
  • Resource Alignment: Directs and aligns manpower resources to meet execution goals.
  • Process Adherence: Makes sure that the project team is following the defined processes and that individuals are acting per role and responsibilities.
  • Customer Relationship Management: Maintains customer relationship by staying engaged with the customer throughout the project.
  • Conflict Resolution: Communicates with customer management to resolve any conflicts or issues that arise throughout the phases of the project.
  • Field Engineer Management: Manage field engineers’ day-to-day activities including hiring, training, scheduling, and facilitating effective coordination with remote teams.
  • Performance Assessment: Assess and evaluate field engineers’ performance and fill any knowledge gaps.
  • Inventory Management: Plan and manage inventory including record shipments to reconcile inventory, oversee devices and accessories’ stock, and organize replenishment.
  • Deployment Management: Prepare for and execute deployments, manage tactical activities including preparing inventory and logistics, device setup, and demonstration.
  • Device Adoption Support: Support devices’ adoption, monitor its usage, and identify areas for improvement.
  • Customer Profiling and Relationship Building: Participate in customer profiling, build relationships with healthcare professionals, and gather key insights and feedback to enable the sales team to position value propositions.

8. Field Operations Manager Overview

  • Team Performance Management: Manage the performance of a team which will include in-store visitation, performance evaluation, side-by-side selling, career plan development, and other staff assessments.
  • Team Communication: Facilitate weekly conference calls with team and communicate with Client Service Manager on a regular basis.
  • Leadership and Motivation: Provide leadership, guidance, and motivation to direct reports in order to develop skill sets based on career goals and overall program goals.
  • Program Management: Provide program direction and development, manage program KPIs, and provide prompt creation and communication of all reports.
  • Client Communication and Strategic Alignment: Communicate with clients to understand strategic direction and enable the account team to create added-value programs that achieve client goals and objectives.
  • Strategic Client Solutions: Provide strategic client solutions in conjunction with the Client Service Director.
  • Program Evaluation and Impact: Evaluate program results, impact change, and turnkey all aspects of an account.
  • Professional Representation: Display a professional demeanor while representing the client and BDS.
  • Administrative Support: Complete all administrative duties and other tasks requested by the manager.
  • Inventory Control Collaboration: Collaborate with the Operations team to optimize inventory control procedures.
  • Field Strategy Development: Coordinate with Sales/Marketing teams to develop field strategies and initiatives.
  • Team Management: Manage a team of field technicians, an estimator, and customer service reps.
  • Technical and Logistical Support: Lead and support technicians in the field with technical and logistical support.
  • Customer Service Management: Manage and support customer service reps to provide 5-star service to customers via phone, email, text, and chat.
  • Field Operational Practices: Develop and implement 5-star field operational practices, continually focusing on process enhancement and continuous improvement.

9. Field Operations Manager Details and Accountabilities

  • Action Implementation: Investigate results and trends and implement remedial actions to minimize losses and maximize profits.
  • Ad Hoc Report Analysis: Produce and analyze ad hoc reports needed to understand various aspects of processes and performance.
  • Systems Development: Develop and conduct necessary pieces of training and systems to ensure execution across department initiatives.
  • Cross-Functional Collaboration: Work collaboratively and across business lines/units to ensure the execution of operational responsibilities.
  • Field Operations Communication: Clearly communicate the focus of the Field Operations Department and desired results within the designated Area.
  • Policy Adherence Management: Proactively ensure that company policies are understood and adhered to by the store team members and understood throughout the designated territory.
  • Corrective Action Implementation: Develop and implement corrective action plans for the resolution of issues discovered.
  • Operational Process Assessment: Assess operational processes and act as an educational resource regarding applicable policies & procedures.
  • KPI Presentation and Reporting: Participate in District and Regional area meetings, presenting Operational KPI goals, results, and action plans.
  • Impartiality and KPI Promotion: Maintain a balance of impartiality and fairness while promoting KPI excellence.
  • Territory Trend Communication: Travel within the territory and communicate to leadership on trends relating to store operations.
  • Staff Management and Development: Manage and develop service staff to include hiring, terminations, discipline, scheduling, and evaluations.
  • Workload and Schedule Optimization: Evaluate workload and personnel schedules to maximize efficiency in achieving profit and customer satisfaction.
  • Coaching and Accountability: Provide coaching, feedback, and consistent accountability to field operations staff technicians.
  • Dispatch Operations Management: Oversee and assist dispatching operations – ensuring appropriate technicians are selected for the proper type of service.
  • Customer Conflict Resolution: Effectively interface and manage conflict resolution with customers through clear communication, addressing concerns, questions, and problems quickly.

10. Field Operations Manager Tasks

  • Pre-task Meeting Management: Ensures that Pre-task meetings are happening between the site teams and client before tasks are performed.
  • HSQE Program Implementation: Assist with the implementation of all applicable HSQE programs, policies, and procedures.
  • Staff Assignment and Supervision: Assign staff and supervision to projects.
  • Employee and Performance Management: Develop and train employees and manage performance expectations.
  • Week Look-Ahead Verification: Verify that each Superintendent is submitting 3-week look-aheads on a weekly basis.
  • Profit and Loss Management: Responsible for Profit & Loss for region/program.
  • Estimating Support: Assist estimating team when needed by attending estimate calls and pre-bid meetings.
  • Problem Resolution: Facilitate the resolution of complex problems.
  • Right of Way Management: Manage landowner concerns and Right of Way access.
  • Construction Execution Planning: Help site teams to develop the overall construction execution plan for the project.
  • Safety Assurance: Review the engineer's drawings prior to beginning construction to ensure that the project can be built in a safe and reliable manner.
  • Environmental Plan Management: Manage site environmental plan.
  • Field Function Coordination: Coordinate all field functions, including scheduling of any required outages.
  • QA Documentation Auditing: Audit QA documentation when on a project.
  • Design Change Management: Assist in managing design change notices.
  • Subcontractor Contract Auditing: Audit subcontractor contracts to ensure compliance.
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