Field Manager, Operations

Our client operates within the managed service operations sector, overseeing multiple site locations within assigned territories. They focus on maintaining operational strategies and contractual compliance to ensure consistent site performance and service standards, addressing challenges in service delivery and operational management at scale.

About the Role

The Field Manager, Area Operations is responsible for executing and managing all managed service operations across area sites within a designated territory. This role ensures operational consistency, drives service excellence, and leads initiatives for account expansion and renewals. It plays a critical role in employee development, customer experience, and achieving site profit objectives.

Responsibilities

• Manage recruitment and selection processes to attract and hire talent.
• Identify and address employee training and development needs.
• Arrange assignments and training to enhance team development and job satisfaction.
• Directly manage Managed Services employees and Field Service Representatives (FSRs) within the area.
• Establish goals, clarify roles, and hold team members accountable.
• Collaborate with leaders, teams, and customers to implement solutions and initiatives.
• Monitor, evaluate, and recognize employee performance.
• Address performance issues and establish improvement plans.
• Empower problem-solving and facilitate process improvements.
• Lead succession planning and onboarding of area resources.
• Develop key relationships with internal and external customers.
• Identify service delivery gaps and adjust processes accordingly.
• Facilitate meetings covering contractual obligations and service initiatives.
• Ensure timely execution of Managed Services initiatives aligned with quality standards.
• Conduct area account certifications to inspect and improve service delivery.
• Assist in new or expanding site installations focusing on operations and customer satisfaction.
• Oversee onboarding support processes related to contracts and customer satisfaction.
• Establish reporting packages based on customer requirements.
• Support and lead change management processes.
• Maintain a customer-focused environment through feedback and satisfaction surveys.
• Manage customer escalations and ensure issue resolution.
• Prepare and conduct reporting, customer presentations, and business reviews.
• Implement and manage service excellence standards.
• Ensure quality and productivity standards are met by on-site managers.
• Maintain knowledge of services and solutions.
• Assist in documentation for proposed site service requirements.
• Validate new opportunities and coordinate resources for execution.
• Ensure profitability of assigned accounts and support financial goal achievement.
• Oversee accurate billing and accounts receivable status.
• Coordinate month-end closing and contract pricing escalators.
• Perform other duties as assigned.

Requirements

• College degree preferred.
• 5-7 years of multi-site operations management experience with direct client contact in facilities management or related outsourcing.
• Completion of all Site Manager Level training (for internal candidates).
• Valid driver’s license and required auto insurance coverage.
• Strong team leadership and staff motivation skills.
• Good customer service, presentation, and communication skills.
• Proficient in PC use and relevant software.