Operations Manager

About the Role

Our Family Broadway National, one of Inc. 5000's fastest growing privately owned companies, provides national and international Property Management services to high profile clientele throughout a wide range of businesses. Such businesses include Tech, Restaurant, Super Market, Facility Maintenance, Retail, Specialty and more.

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
• Monitor team performance, identify trends and coaching opportunities, and improve accountability, productivity, 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
• Directly manage Operations Coordinators and other assigned staff, including day-to-day direction, coaching, development, performance expectations, accountability, 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
• Lead the resolution of operational issues and escalations to improve job flow, team productivity, and service delivery
• Always respond to clients, service providers, and associates professionally and expediently
• Review and approve employee timecards/payroll hours as needed, ensuring accuracy and timely submission
• 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 with direct people-management or supervisory responsibility
• 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 manage, motivate, coach, develop, and hold team members accountable
• Strong verbal and written communication skills
• Ability to multi-task and prioritize in a fast-paced environment
• 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

Why Broadway?

At Broadway National, we are committed to creating a supportive, growth-focused environment where employees have the tools, training, and opportunities to succeed. As our business continues to grow, we encourage our employees to grow with us while delivering exceptional service to our clients.