Operations Manager

Job Responsibilities

• Audit and review the team’s customer proposals to ensure accurate pricing, proper scope, and alignment with client expectations.
• Analyze detailed operational reporting to support job completion, improve workflows, and maintain a high level of customer satisfaction.
• Identify trends, reporting discrepancies, and coaching opportunities to improve team performance and operational efficiency.
• Conduct deep-dive reporting analysis in preparation for internal Quarterly Business Reviews (QBRs).
• Complete, manage, and run work orders as needed to support operational demands and ensure client expectations and service timelines are met.
• Develop and maintain strong relationships with assigned clients, serving as a secondary escalation point for operational concerns and service-related issues.
• Travel as needed for client meetings, operational reviews, and QBRs.
• Develop and strengthen relationships with Operations Coordinators, providing guidance and escalation support.
• Ensure proper work order distribution in accordance with company policies and operational standards.
• Step into various team roles as needed to support operational continuity and business needs.
• Partner with the Sales and Account Executive teams to lead and participate in client calls.
• Ensure workflows are followed properly, identifying operational bottlenecks and implementing process improvements.
• Aid management in troubleshooting operational issues and escalations to improve job flow and productivity.
• Always respond to clients, service providers, and associates professionally and expediently.
• Approve payroll hours as needed.
• Enter and/or ensure billing information is entered accurately for credit card transactions.
• Adhere to all company policies and procedures.
• Perform additional duties as assigned or required.

Job Qualifications

• Bachelor’s degree preferred; equivalent combination of education and experience will be considered.
• Proven experience in operations management or a leadership role.
• Strong customer service skills with excellent phone and communication etiquette.
• Strong problem-solving, analytical, and decision-making abilities.
• Excellent leadership skills with the ability to motivate, coach, and support team members.
• Strong verbal and written communication skills.
• Pro-active, organized, and detail-oriented.
• National retail and facility maintenance experience preferred.
• Experience working with and managing sub-contractors preferred.

Benefits

• Medical, Dental and Vision
• Company paid Group Term Life Insurance
• 401(k) Retirement Savings Plan (company match)
• Paid vacation, sick/personal time and floating holidays
• Paid Holidays