Director Of Operations

Our Family Broadway National, one of Inc. 5000’s fastest‑growing privately owned companies, provides national and international property management and facility services to high‑profile clientele across a wide range of industries, including technology, restaurants, supermarkets, facility maintenance, retail, specialty, and more.

Responsibilities

• Oversee and lead Operations management and frontline staff, with responsibility for approximately 10–30 employees.
• Maintain a strong understanding of client expectations, contractual requirements, and service delivery standards.
• Partner with Operations Managers to develop strategies that exceed client expectations and improve overall account performance.
• Serve as the primary escalation point and senior Operations contact for client leadership.
• Partner with Sales and Account Executives on client presentations, business reviews, RFPs, and growth opportunities.
• Monitor gross profit, account performance, and volume trends, identifying areas of concern and implementing corrective action plans.
• Develop account forecasts, projections, and operational plans in partnership with Finance and Operations leadership.
• Lead and resolve high‑level client, vendor, and operational escalations.
• Make staffing and organizational decisions based on business needs, including team structure, employee development, performance management, and terminations.
• Identify SLA performance gaps, determine root causes, and implement solutions to improve service delivery.
• Develop and improve operational policies, procedures, and processes to support company growth, efficiency, and client satisfaction.
• Maintain accountability across Operations teams for performance, service levels, productivity, and overall execution.
• Report on account performance, financials, staffing, and operational challenges during leadership meetings.
• Travel as needed for client meetings and operational needs.
• Participate in interviewing and selection of Operations employees as needed.

Qualifications

• Bachelor’s degree preferred.
• 7+ years of experience in service operations, with progressive leadership responsibility.
• Experience managing both frontline employees and management‑level staff.
• Strong understanding of operational and financial performance, including gross profit, forecasting, volume trends, and account performance.
• Strong leadership skills with the ability to coach, motivate, develop, and hold teams accountable.
• Excellent client relationship and customer service skills.
• Strong problem‑solving and decision‑making abilities.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast‑paced, high‑volume environment.
• Proactive, organized, and detail‑oriented.
• National retail and/or facility maintenance experience strongly preferred.
• Experience working with and managing subcontractors preferred.

Benefits

• Medical, Dental, and Vision coverage.
• Company‑paid Group Term Life Insurance.
• 401(k) retirement savings plan with company match.
• Paid vacation, sick/personal time, and floating holidays.
• Paid holidays.

Why Broadway?

We aim to provide our employees with a family‑oriented atmosphere where they are encouraged and motivated while being given the tools and opportunities to grow within the company. As Broadway National continues to grow, we are committed to developing our employees alongside the business. We welcome experienced industry professionals as well as individuals who are eager to expand their knowledge of the facility maintenance industry. Our goal is not only to provide exceptional service to our clients, but also to create an environment where employees can develop, succeed, and build long‑term careers.