Facilities Operations Manager

Essential Duties & Responsibilities

• Serve as the primary client representative and maintain strong client relationships
• Conduct regular client visits and quality inspections
• Ensure all contractual obligations are fulfilled and services exceed client expectations
• Respond to client calls and emails within one hour whenever possible
• Address client concerns, complaints, and service deficiencies promptly
• Implement client retention strategies and resolve accounts at risk of cancellation
• Build relationships with decision-makers and key client contacts
• Promote additional City Wide services, special projects, and supply programs

Quality Control & Service Excellence

• Perform routine quality control inspections and document findings in CRM
• Obtain client satisfaction ratings during site visits
• Verify completion and quality of extra work, floor care projects, and special services within 24 hours
• Maintain current Building Information Sheets (BIS), route sheets, alarm/key lists, and operational documentation
• Monitor equipment inventories and preventive maintenance schedules

Operations Management

• Ensure proper staffing levels for all accounts
• Interview, onboard, evaluate, and replace Independent Contractors as needed
• Cook up daily operations with Night Managers
• Manage service schedules, non-routine work, and special projects
• Verify payroll approvals, employee hours, punch corrections, and timesheet accuracy
• Ensure overtime is approved and controlled according to company policy
• Plan coverage for employee vacations and absences

Financial & Administrative Responsibilities

• Submit event billing documentation within required deadlines
• Process extra charge tickets and ensure timely billing
• Maintain awareness of collection issues and assist Accounting as needed
• Support implementation of payment arrangements and service adjustments when necessary
• Complete required reports, scorecards, and monthly operational documentation

Leadership & Communication

• Provide leadership, coaching, and performance feedback to Night Managers and staff
• Communicate company goals, expectations, and service standards
• Participate in operations meetings and monthly performance reviews
• Provide daily operational updates to the Director of Operations
• Collaborate with Sales Executives by identifying potential business opportunities within assigned territories

Requirements

• Bachelor's Degree in Business Administration, Accounting, or a related field (preferred)
• Minimum 1 year of customer service experience
• Minimum 1 year of management or supervisory experience
• Valid driver's license and reliable transportation
• Strong communication, organizational, and problem-solving skills
• Proficiency with CRM systems and Microsoft Office applications

Preferred Experience

• In janitorial, facility services, property management, or service operations
• Account management and client retention experience
• Experience managing contractors and field-based teams

Benefits

• 401(k) with matching
• Dental insurance
• Health insurance
• Life insurance
• Unlimited PTO
• Vision insurance

Schedule

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Compensation

• Salary: $55,000 per year