Manager, Administrative Technology & Operations

The Manager, Administrative Technology & Operations owns the two processes that turn won work into serviced, billed work — Job Won to Ready-to-Execute, and Work Performed to Billed — and leads the team that runs them. This position serves as the single accountable partner to the branch and area managers for contracts, job setup, and billing readiness across all locations.

In addition to operational ownership, this role owns technology strategy, business continuity and SOP development, innovation, and continuous/process improvement for the company. Eastern Land Management has invested in a strong platform base; this position is responsible for making sure those investments are fully utilized, that new tools are evaluated and adopted deliberately, and that process improvement is a standing discipline rather than a reactive effort.

Team Leadership

• Lead a team of four to five that are responsible for contract administration, operational systems administration, work ticket management, and billing readiness.

• Establish performance standards, coach team members, and ensure cross-training is intentional so that no process depends on a single person.

• Develop and maintain documented procedures for the work the team performs.

Contracts, Renewals, and Job Setup

• Manage the team responsible for administration of approximately 400 client contracts annually across all branches, including renewals, job changes, and subcontractor readiness.

• Manage the seasonal renewal cycle for both landscape and snow services, coordinating timing with branch leadership.

• Oversee job setup, route and operational systems support, operational inventory, and seasonal field readiness.

Billing Readiness and Work-to-Cash

• Oversee work ticket closeout, invoice preparation and submission, and billing adjustments to ensure complete and accurate revenue capture.

• Oversee the month-end reconciliation of Aspire, the company’s operational software

• Maintain client master data, compliance documentation, and client portal and service channel administration.

Service Delivery to the Branches

• Establish and maintain a single intake path for branch requests, with published turnaround commitments that hold through peak season.

• Serve as the escalation point for administrative issues affecting field delivery.

• Ensure consistent operational support is provided to branch teams

Technology Strategy and Adoption

• Own the technology roadmap for the platforms the company operates on, including sequencing, adoption planning, and utilization of existing systems.

• Evaluate, recommend, and lead implementation of new technology, including artificial intelligence tools, with defined scope and measurable objectives.

• Maintain data discipline in the system of record — templates, catalog alignment, and estimate accuracy — and lead organization and maintenance of shared company information and records.

• Manage vendor and implementation partner relationships for systems within scope.

Innovation and Continuous Improvement

• Maintain a standing improvement backlog with a defined intake, prioritization, and review cadence.

• Identify process, technology, and workflow improvements across administrative and field-facing operations, and lead implementation of approved initiatives.

• Measure results of improvement work and report outcomes to leadership.

• Lead change management for process and system changes affecting the administrative and field teams.

First 90 Days

• Both core processes mapped end to end with a named owner for each subprocess.

• Intake path and turnaround commitments published to the branches.

• Cross-training plan underway across contract, billing, and ticket administration.

• Baseline measures established for contract turnaround, ticket closeout, and billing accuracy.

• Initial technology utilization assessment completed with a prioritized improvement backlog.

Ongoing

• Contracts and renewals turn around within committed service levels.

• Work tickets close and invoice on cycle with no known billing leakage.

• Every process has a trained backup; no single points of failure remain.

• Technology investments are measurably utilized, with adoption tracked against the roadmap.

• Improvement initiatives are delivered on a predictable cadence with documented results.

• Five or more years of experience in operations administration, service operations, contract administration, or business operations, including experience leading or supervising a team.

• Direct experience in commercial landscaping, snow and ice management, construction, or a comparable field services industry.

• Hands-on experience with a field service management platform. Aspire is strongly preferred; comparable platforms such as LMN, BOSS, or Job Costing ticket-based ERP systems will be considered.

• Demonstrated ownership of an end-to-end business process, such as contract-to-invoice or order-to-cash.

• Demonstrated experience leading process improvement or system adoption initiatives, including the change management required to make them stick.

• Strong Excel skills and the ability to work fluently across multiple systems of record.

• A track record of holding service commitments through peak seasonal demand.

• Ability to establish standards and influence peers who do not report to this position.

• High school diploma or equivalent.

• Contract administration or billing experience in a multi-location business.

• Continuous or process improvement certifications or training.

• Experience developing standard operating procedures and cross-training programs.

• Experience evaluating or implementing artificial intelligence or automation tools in an operational setting.

• Conversational Spanish.

• Bachelor's degree in business, operations, or a related field.

This position is based in the Stamford, Connecticut office, with periodic travel to branch locations in Connecticut and New York. Extended and non-standard hours are required during snow events and peak seasonal periods.

$93,000 - $110,000, annually, 401k with 4% match contribution, Paid Time Off, Health, Dental, and Vision Insurance, annual performance incentives.

Eastern Land Management is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.