District Operations Manager - Refill

Primo Brands Corporation; Dracut (MA); On-site; USD 87,000 - 118,000; Full time

Benefits offered by this job

Medical, prescription, dental, vision

401K with match

Employee Stock Purchase Plan (ESPP)

Life Insurance

Disability insurance

Paid vacation & sick time

9 paid holidays + 3 floating holidays

Job summary

Primo Brands Corporation is seeking a District Operations Manager in Massachusetts to lead refill service technicians who install, service, and repair water vending units. You will drive safety and real-time coaching, ensuring top-tier customer experiences while meeting budget goals.

The role involves field leadership, performance development, and cross-functional alignment to deliver reliable service across assigned markets.

Qualifications

• Bachelor's Degree or relevant work experience.
• Experience in a managerial role leading a team.
• Basic knowledge of financial analysis and P&L.
• Ability to lead, organize and build diverse teams.
• Strong communication and influencing skills.
• Sales techniques/negotiation and customer service abilities.
• Ability to be innovative and creative.
• Strong judgment and decision-making.
• Ability to lift 10–75 pounds and travel as needed.
• Demonstrated electrical and mechanical skills and tool use.
• Excellent planning, time management and problem-solving.
• Proficiency with MS Office.
• Ability to meet Driver Qualification Policy.

Responsibilities

• Drive customer satisfaction through real-time service oversight and coaching of technicians.
• Champion safety by leading behaviors aligned to core principles.
• Work in the field with technicians to develop and improve skills.
• Ensure branch processes meet service, delivery and inventory standards.
• Execute against service standards and quality benchmarks.
• Develop reports and coach reports through performance objectives.
• Lead onboarding and training; monitor market needs and opportunities.
• Foster positive employee experience through onboarding and engagement.
• Drive Net Promoter Score and customer satisfaction in market.
• Manage staffing levels through talent acquisition and retention.
• Analyze area activity and adjust plans to hit financial targets.
• Implement financially sound decisions to meet the area budget.
• Lead direct reports through transformational initiatives.
• Ensure daily safety-focused routines and processes.
• Act as brand ambassador with employees and customers.

Skills

Leadership

Team Management

Coaching

Customer Service

Financial Analysis

P&L

Negotiation

Communication

Safety Principles

Problem Solving

Electrical skills

Mechanical skills

Travel

Education

Bachelor's Degree or relevant experience

Tools

Microsoft Office

Job description

Overview

Primo Brands is a leading branded beverage company in North America with a focus on healthy hydration. We are proud to offer an extensive and iconic portfolio of highly recognizable, sustainably sourced, and conveniently packaged branded beverages distributed across more than 150,000 retail outlets.

We are currently seeking a District Operations Manager to be located in Massachusetts. This position will be responsible for leading, evaluating, training, and onboarding refill service technicians who install, service, and repair refill water vending units. This leader will foster a “safety first” culture through awareness, training and accountability. This role must create a positive work environment through real-time observation and specific, constructive and actionable feedback. Working with a sense of urgency will help ensure that operational plans are executed, performance and budget goals are achieved, and team members are kept informed to guarantee alignment on consistently and safely delivering a great customer experience.

Salary: $87,000- $118,000 with 20% an annual bonus

Shift: Monday-Friday 7AM-5PM hours can vary based on business needs

Location: Ephrata, PA

Health Benefits:

• Medical, prescription, dental, vision, flexible spending account (FSA), dependent care flexible spending account (FSA), health savings account (HSA)

Retirement/Investing:

• 401K with a 5% match, Employee Stock Purchase Plan (ESPP)

Insurance:

• Employee Life Insurance, short and long-term disability, critical illness, hospital indemnity, accident insurance, spouse/domestic partner/child life insurance, accidental death and dismemberment

Other great benefits:

• Employee discounts, save on auto, home, and pet insurance, tuition reimbursement, paid vacation and sick time, 9 paid holidays and 3 paid floating holidays, paid leave for when you have a baby, adopt a child, or become a foster parent, legal services, identity theft protection, employee assistance program (EAP), adoption reimbursement benefit, FEDlogic, commuter benefits

Responsibilities

• Drive customer satisfaction through real-time service oversight, flawless recovery, and daily coaching of Service Technicians.
• Champion safety by actively leading and demonstrating behaviors aligned to Primo Brands Core Safety Principles.
• This is a field role -- work in the field with Technicians to develop and improve skills; possess thorough knowledge of process and operation of designated equipment.
• Own execution and adherence to PWNA's standards for all branch/location processes related to customer service, order delivery, and inventory through cross-functional collaboration.
• Execute against service standards
• Support the personal and professional development of direct reports through performance objectives and daily coaching. Regularly participates in route rides and delivers on the job training, as well as, observations to stay abreast of market conditions and properly evaluate customer needs.
• Promote a positive employee experience through on-boarding, orientation, and employee engagement activities
• Drive Net Promoter Score and Customer Satisfaction within market through execution of high standards of service and professionalism in all customer interactions.
• Responsible for maintaining staffing levels through talent acquisition, development, and retention.
• Analyze and monitor area activities and results; develop and implement alternative plans as needed.
• Measure and monitor area profitability levels; take corrective action as required. Evaluate market for opportunities to grow revenue.
• Implement financially sounds decisions to deliver financial plan for area of responsibility.
• Actively lead direct reports through transformational business initiatives.
• Ensures AM and PM business routines & processes are conducted in a safe, efficient, and effective manner.
• Coach, develop and manage performance through transparent field leadership
• Serve as a brand ambassador by nurturing quality relationships with employees and customers, being knowledgeable about our products and services and providing exceptional customer experiences.

Qualifications

• Bachelor's Degree and / or relevant work experience.
• Previous experience in managerial role or leading / motivating a team centered environment.
• Basic knowledge / experience of financial analysis and P&L; ability to apply financial theory and practices as well as provide tools/knowledge
• Ability to lead, organize and build effective and diverse teams.
• Ability to listen and respond to information effectively and influence decision makers.
• Sales techniques/negotiation and customer relationship/service skills.
• Ability to be innovative and creative.
• Strong decision-making ability and judgement
• Ability to frequently lift and/or move 10 pounds and periodically lifting and/or moving up to 75 pounds.
• Ability to travel to meet business needs
• Demonstrated electrical and mechanical skills and ability to use proper tools as provided.
• Exceptional customer service and communication skills with varied audiences and mediums
• Excellent planning, time management, organization and problem-solving skills
• Basic knowledge of Microsoft Office, including Word, Excel, PowerPoint and Outlook.
• Ability to meet Company Driver Qualification Policy.

Primo Brands’ established portfolio includes billion-dollar brands Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain® Ozarka®, and Zephyrhills®, purified brands, Primo Water® and Sparkletts®, and flavored and enhanced brands like Splash® and AC+ION®. Our extensive direct-to-consumer offerings and industry-leading line-up of innovative water dispensers create consumer connectivity through recurring water purchases across Water Direct, Water Exchange, and Water Refill. At Primo Brands, our more than 11,000 associates are at the heart of what we do and deliver on our mission to provide healthy hydration to consumers wherever, however and whenever they want it. We believe in fostering a respectful culture, which values our associates who are deeply invested in quality hydration, our communities, and the sustainability of our packaging and water sources for generations to come.

Primo Brands is proud to be an Equal Opportunity and Affi... We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

Salary Range Disclaimer:
The salary range provided for this position is an approximation based on market research, internal compensation data and the candidate’s qualifications and experience. Final salary offers are determined through a comprehensive evaluation of candidate qualifications and may vary depending on factors such as skills, experience, and geographic location of the position. Other components of the compensation package, including benefits and bonuses, will also be considered. We are committed to fair and equitable compensation practices, and we encourage open dialogue about compensation during the interview process.

Candidates must possess strong English language skills to effectively communicate with customers and provide exceptional service. Proficiency in English is essential for understanding customer needs, resolving inquiries, and collaborating with team members.