Snow Operations Manager

Location: Hanover, VA, 23069 Position Summary TMG is seeking a highly experienced and accountable Snow Operations Manager to lead all snow and ice management operations across commercial, multifamily, and government portfolios. This individual will have cradle-to-grave ownership of all snow-related execution and will ultimately be responsible for the overall performance, organization, staffing, execution, communication, and operational success of TMG’s snow division. While this role will oversee a full operational support structure — including Service Coordinators, vendors, dispatch functions, and field operations — the Snow Operations Manager is ultimately responsible for ensuring the entire operation runs effectively, efficiently, and at the standard expected by TMG and its customers. This position is responsible for building and managing the operational team, overseeing all snow execution processes, managing escalations, driving accountability, and ensuring predictable outcomes during all winter weather events. The ideal candidate is an operations-driven leader who thrives in high-pressure environments, understands large-scale snow operations, and can successfully manage both people and process at a high level. Core Responsibilities Full Operational Ownership • Maintain full cradle-to-grave operational responsibility for all snow and ice management operations • Oversee all phases of snow execution including preseason planning, staffing, vendor readiness, event execution, escalation management, customer communication, and post-event closeout • Ensure all snow operations are executed safely, efficiently, and according to contractual obligations • Develop scalable operational systems capable of supporting continued company growth Team Leadership & Organizational Oversight • Recruit, hire, train, and manage Snow Service Coordinators and operational support staff • Build and maintain the internal operational structure needed to support snow execution across all active markets • Establish clear expectations, workflows, communication standards, escalation procedures, and accountability measures for all operational personnel • Manage the performance and effectiveness of the snow operations team • Ensure proper operational coverage during all storm events Vendor & Field Operations Management • Oversee all subcontractor and vendor relationships related to snow operations • Ensure vendors maintain proper staffing, equipment, insurance, compliance, and readiness standards • Manage vendor performance, accountability, and operational execution throughout the season • Coordinate operational resources including labor, equipment, salt, deicing materials, and emergency backup support • Ensure routing, dispatching, and deployment strategies are effectively managed by the operations team Escalation & Problem Resolution • Serve as the primary escalation point for all major operational issues, customer concerns, vendor failures, and service disruptions • Support Service Coordinators in resolving complex operational challenges during active weather events • Make real-time operational decisions to protect service performance and customer relationships • Ensure operational issues are resolved quickly, professionally, and with a strong sense of urgency Customer & Client Oversight • Maintain operational oversight of all customer accounts during snow events • Ensure customers receive consistent communication, service updates, and operational transparency • Support long-term account retention through strong execution and proactive service management • Participate in customer meetings, operational reviews, and corrective action planning when necessary Reporting, Performance & Financial Oversight • Monitor operational KPIs including response times, completion percentages, service quality, vendor performance, and profitability • Review event documentation, timestamps, service records, and operational reporting for accuracy • Support billing verification and snow event closeout processes • Identify operational inefficiencies and implement improvements to increase scalability and operational performance Qualifications • 5+ years of experience managing large-scale snow operations, logistics, construction operations, or field service operations • Proven leadership experience managing teams, coordinators, dispatch operations, and subcontractors • Strong operational management and decision-making skills • Experience handling escalations, customer service recovery, and high-pressure operational environments • Strong organizational, communication, and leadership abilities • Ability to manage multiple moving parts simultaneously during active storm events • Mandatory availability to work nights, weekends, holidays, and extended hours during winter weather operations