First Person: What Does a District Manager Bring to an Organization?

Cover Story: Top 100 - Cover Story: Top 100

Why should you hire an organizational leader for your firm?

May 14, 2020

© Good Studio | AdobeStock
Rafael Masferrer

What does every company on the PCT Top 100 List have in common? They’ve all gone through growing pains. While these growing pains look different for all 100 companies — it could be deciding when to hire a salesperson, not having enough staff, or having the right personnel in the wrong spot — all companies have had to deal with a variety of management issues over the years. Fast-growing companies may consider hiring an organization leader. But why? Such leaders are needed for various reasons: overseeing day-to-day operations, or having someone to be decisive or implement accountability. Depending on the size of a company, these tasks can be performed by either one or many individuals. In many cases, these functions are the primary responsibility of a district manager.

WHAT DOES A DM DO? District managers (DMs) are fortunate to have the responsibility of upholding a company’s culture throughout their territories, and most importantly, making sure it transcends to the organization’s customers. DMs are also the intermediaries between corporate and the frontline teams regarding vision, processes, etc. These professionals are equipped with not only business acumen, but experienced enough to elevate different teams in the organization to the next level.

How does a DM elevate every level of the pest management firm? As leaders, DMs should focus daily on training and developing the staff. Challenging the owners/partners of the company to get “out of their comfort zone” is part of the development process. This focus not only helps with employee retention, but it also helps improve productivity. Moreover, it strengthens the company’s culture, which in turn will give frontline partners the confidence to make the right choices that will benefit both the company and its customers.

District managers also contribute strategically on high-level projects, depending on the organization’s vision, structure and financial position. An example would be an organization that wants to grow strategically in the next five years. The growth can occur via the increase of revenue (sales) or mergers and acquisitions. These individuals are responsible for ensuring teams embrace and adopt the firm’s vision and culture for ultimate success.

Conflict resolution is another component of where DMs can make a positive impact. Diversity provides many benefits to the workforce; different points of view are just one example. However, diversity can have its challenging moments. There are times when personalities clash and conflicts arise (e.g., between a manager and an employee). Having DMs part of the team is beneficial to create a win-win scenario to resolve the conflict. Establishing triadic relationships will assist in finding a common ground where both parties can come to a resolution. DMs also can provide guidance on how parties can collaborate regarding goals.

There are many moving parts within an organization that require additional leadership guidance. Having the proper hierarchy structure will allow each individual to focus on the company’s vision and goals. District managers are one of those leaders that are vital not only for implementing and maintaining structure within an organization, but also focusing on cultivating the company’s culture. These leaders have the ability to strategically position teams for maximum results. As a result, district managers accomplish these goals by teaching, developing and elevating team members.


Rafael Masferrer, who oversees the South Florida region for Truly Nolen of America, is one of 11 district managers within the company, and one of two recently promoted to senior district manager.