Job Description
Job Description: GENERAL MANAGER - PEST CONTROL OPERATIONS
Mesa, Arizona Full-Time On-Site
Base Salary: $80,000-$100,000
Target Total Compensation: $95,000-$125,000
ABOUT HOLLYWOOD PEST CONTROL
Hollywood Pest Control is a locally owned, highly rated pest-control company serving residential and commercial customers throughout Mesa and the greater Phoenix area.
We specialize in recurring pest-control services, structural bed bug heat treatments, and termite inspections and treatments. Our reputation has been built through technical expertise, dependable service, honest communication, and strong customer relationships.
After 16 years of trusted service, Hollywood Pest Control is entering its next stage of growth. We seek an accomplished leader to develop our people, strengthen our systems, drive accountability, and scale the company without compromising service quality.
THE OPPORTUNITY
This is not a caretaker position. It is an opportunity to help build the operating platform for a growing pest-control company.
The General Manager will own day-to-day operations, including technician performance, scheduling, routing, customer retention, recruiting, training, compliance, service quality, and operating results.
The successful candidate will create a disciplined, data-driven operation that consistently delivers an exceptional customer experience. This leader will improve route density, strengthen profitability, develop future leaders, and free ownership to concentrate on strategy, partnerships, and growth.
WHAT SUCCESS LOOKS LIKE
Within the first 12 months, the General Manager will be expected to:
• Establish a consistent operating rhythm for scheduling, dispatching, field service, training, quality assurance, and customer communication.
• Improve route density and technician capacity while reducing unnecessary drive time, overtime, and scheduling gaps.
• Make FieldRoutes the reliable operating system for customer records, service plans, routing, technician production, and reporting.
• Establish clear expectations, measurable scorecards, regular coaching, and consistent accountability for every operational position.
• Reduce preventable callbacks, retreatments, missed appointments, complaints, and cancellations.
• Strengthen recurring-customer retention and build the operational capacity required to grow toward 1,000 recurring accounts.
• Document, train, test, and enforce the company's essential operating procedures.
• Build a dependable recruiting, onboarding, training, and performance-management process.
• Improve financial visibility into technician production, labor efficiency, route profitability, chemical usage, fleet expenses, gross margin, and operating profit.
THE SCORECARD
The General Manager will own and report on a weekly operating scorecard that includes:
• Recurring accounts added, retained, and cancelled
• Monthly recurring revenue
• Revenue completed per technician day and route hour
• Scheduled services versus completed services
• Route density and average drive time
• Technician utilization and productive hours
• Callback, reservice, complaint, and cancellation rates
• Customer-review volume and average rating
• Lead response, estimate follow-up, and sales conversion
• Employee recruiting, retention, attendance, and training
• Labor, chemical, fleet, and operating costs
• Gross margin and operating profit
Specific targets will be established using verified baseline data during the first 30 days. Performance compensation will be tied to measurable, sustainable, and profitable improvement, not activity alone.
CORE RESPONSIBILITIES
Operational Leadership
• Oversee scheduling, routing, dispatching, staffing, service quality, inventory, fleet readiness, and escalated customer concerns.
• Conduct structured daily huddles, weekly operations meetings, and individual performance reviews.
• Identify and resolve operational problems through documented processes, training, technology, and accountability.
FieldRoutes and Route Management
• Improve geographic route density and maximize profitable services completed per technician day.
• Maintain accurate service durations, customer preferences, technician availability, recurring schedules, and route assignments.
• Build useful reports that provide ownership and employees with clear performance visibility.
People and Culture
• Recruit, interview, onboard, coach, and retain high-performing technicians and operational employees.
• Establish written expectations, scorecards, coaching routines, recognition, and accountability.
• Conduct technician ride-alongs, field inspections, one-on-one meetings, and performance reviews.
• Address performance problems directly, professionally, and promptly.
• Identify and develop employees who can assume greater technical and leadership responsibility.
Customer Experience and Quality Assurance
• Establish high standards for inspections, treatments, documentation, arrival communication, follow-up, collections, and customer education.
• Personally oversee serious complaints, treatment failures, safety concerns, and high-value customer issues.
• Identify the root cause of recurring service problems and implement permanent corrective action.
Technical and Regulatory Compliance
• Maintain high technical standards for recurring pest control, termite services, and structural bed bug heat treatments.
• Ensure compliance with product labels, Arizona regulations, licensing requirements, recordkeeping rules, safety procedures, and personal protective equipment requirements.
• Maintain accurate chemical, equipment, vehicle, heater, fan, sensor, and treatment records.
• Ensure employees are properly trained, licensed, and operating within the scope of their qualifications.
Financial and Growth Accountability
• Work with ownership on budgets, pricing, staffing plans, capacity projections, and growth priorities.
• Understand how routing, labor, overtime, callbacks, discounts, cancellations, chemical usage, fleet costs, and uncollected balances affect profitability.
• Protect gross margin while maintaining an exceptional customer experience.
REQUIRED EXPERIENCE
• At least 10 years of progressively responsible pest-control industry experience.
• At least five years of successful pest-control operations, service-management, or branch-leadership experience.
• Demonstrated experience managing technicians, routes, service quality, recruiting, training, customer retention, and operating performance.
• Documented success improving route density, technician productivity, recurring revenue, customer retention, gross margin, or branch profitability.
• Strong knowledge of integrated pest management, pesticide labels, application safety, service documentation, and regulatory compliance.
• Experience with termite inspections and treatments.
• Experience using pest-control CRM, scheduling, dispatching, reporting, and route-optimization software.
• Ability to read and manage from a profit-and-loss statement and connect financial results to daily operating decisions.
• Strong leadership, communication, coaching, problem-solving, and conflict-resolution skills.
• Valid driver's license with an acceptable driving record.
HIGHLY PREFERRED
• Current Arizona Qualified Applicator license or the ability to obtain the required credential within an agreed period.
• Direct FieldRoutes experience.
• Structural bed bug heat-treatment experience.
• Experience leading a recurring residential pest-control operation.
• Experience managing a branch or department with responsibility for revenue, expenses, staffing, retention, and profitability.
• Experience creating operating procedures, training programs, employee scorecards, and management dashboards.
COMPENSATION AND PERFORMANCE INCENTIVE
Base salary: $80,000-$100,000, based on directly relevant leadership experience, licensing, documented accomplishments, and demonstrated financial responsibility.
Performance bonus: Target opportunity of $15,000-$25,000 annually based on predefined and verifiable results, including:
• Profitable recurring-revenue growth
• Customer retention
• Route density and technician productivity
• Service-quality improvement
• Employee retention and development
• Gross-margin and operating-profit improvement
Growth that sacrifices service quality, customer retention, employee development, or profitability will not be considered successful performance.
THE RIGHT PERSON
You are a proven pest-control operator who can demonstrate measurable results through numbers, examples, and professional references. You set clear expectations, coach and develop employees, inspect performance, and address problems early. You measure success through customer retention, employee performance, service quality, healthy margins, and consistent execution.
APPLICATION REQUIREMENTS
Please submit a résumé and a short response answering the following questions:
What was the size of the most recent pest-control operation you managed?
How many technicians and office employees reported directly or indirectly to you?
Which operating and financial KPIs did you personally own?
Describe one measurable improvement you produced. Include the starting result, ending result, timeframe, and the specific actions you took.
What pest-control licenses and certifications do you currently hold?
What experience do you have with FieldRoutes or comparable pest-control software?
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