Senior Operations Director

About the role

UG2 is seeking a Senior Operations Director accountable for the total performance of facility services of the account. This includes achieving and exceeding client expectations, managing budgets, maintaining and improving employee morale, retention, and productivity. This advanced management position will oversee, manage, and direct all services for the account, helping to develop and execute strategic direction to deliver a world-class operation with a 5-Star Level of Excellence.

The Custodial Services Manager is responsible for the overall administration of custodial services, aligning with objectives to maintain high standards of cleanliness, hygiene, and facility appearance cost-effectively. This role ensures professionalism, meets client needs, and commits to 100% cleanliness and orderliness. The Manager will develop and oversee preventive maintenance, manage custodial inspection programs, define best practices, and evaluate and improve cleaning, maintenance, and operational methods.

Responsibilities

• Support and manage all shifts' management and supervisory teams, developing standardized site management procedures, providing training, and offering support for site managers.
• Liaise with the client's site team (facilities management, vendors, department heads) to ascertain deadlines, work requests, support needs, VIP events, cost and quality objectives, and organize site resources accordingly.
• Understand bid and contract documents, including experience working with union and non-unionized hourly workforces.
• Develop, track, and manage a periodic cleaning and/or maintenance schedule annually.
• Act as the community steward for the facility, engaging frequently with key stakeholders for communication and alignment.
• Demonstrate the ability to transform culture and programs as a "change agent."
• Work closely with QA resources to develop, track, update, and report on site quality control and assurance systems.
• Collaborate with the Safety Management Department to develop, track, update, and report on the enforcement of site safety procedures.
• Utilize inspection software reporting tools.
• Attend all required external and internal meetings.
• Provide all required internal and external site reports.
• Lead, develop, and motivate site teams to meet company and project goals.
• Plan, organize, and direct team members to ensure the highest degree of client satisfaction.
• Ensure compliance with health and safety standards (e.g., OSHA) and all Federal, State, and Local laws.
• Implement best-practice processes to increase efficiency and manage contractor and vendor relationships.
• Manage and review service contracts to ensure facility management needs are met.
• Plan and monitor appropriate staffing levels and maintain the department work schedule.
• Ensure efficient utilization of staff.
• Prepare and track labor and expense budgets, monitor expenses and payments.
• Generate and present regular reports on facility-related budgets, finances, contracts, expenditures, and purchases.
• Develop and implement cost-reduction initiatives.
• Ensure proper security practices are carried out at the facility.
• Oversee the operation and maintenance of custodial equipment and supplies, including vacuum cleaners, floor cleaners, and cleaning chemicals.
• Ensure adequate inventory of supplies required for facility operations.
• Direct and monitor activities of custodial contractors, ensuring alignment with organizational standards and objectives.
• Maintain comprehensive and up-to-date documentation related to custodial operations.
• Supervise and manage a team of custodial staff, including hiring, training, and development.
• Develop and implement QA/QC processes in line with best custodial practices and regulations.
• Oversee infrastructure assessments to ensure optimal cleanliness and hygiene.
• Display exemplary leadership behaviors and uphold the highest safety, quality, and service standards.
• Model UG2's commitment to excellent customer service.
• Develop and implement custodial programs aligned with client and customer demands.

Requirements

• Diploma, Degree, or Post Graduate qualification in Management, Facility Management, Project Management, or other service-related subjects (Senior Operations Director).
• Bachelor's degree or equivalent professional education in Facility Management, Business Administration, or a related field (Custodial Services Manager).
• Fluent in Microsoft Office (Word, Excel) with an aptitude to learn other required programs.
• Minimum of 3 to 6 years of overall experience in facility site management (Senior Operations Director).
• Minimum of 5-10 years of related experience in custodial management and/or training, or equivalent combination of education and experience (Custodial Services Manager).
• Working knowledge of principles and practices of project management.
• Ability to anticipate needs, change goals and direction quickly, and multitask.
• Working knowledge of principles and practices of business administration and budget maintenance.
• Highly self-motivated with sound judgment in decision-making.
• Proven ability to interact professionally with all levels of management, guests, associates, and clientele.
• Strong organizational and interpersonal skills.
• Excellent written and verbal communication skills.
• Highly adaptable and flexible, including working nights, weekends, and holidays.
• Strong knowledge of floor care (Custodial Services Manager).
• Proven leadership skills with the ability to engage and motivate a large team.
• High attention to detail and ability to identify and resolve problems in a timely manner.
• Responds promptly to customer needs and meets commitments.
• Adapts well to changes in the work environment, manages competing demands, and deals with frequent change, delays, or unexpected events.

Working Conditions

• Operational site-based role.
• Ability to lift up to 45-50 pounds.
• Attention to detail, organization skills, and ability to work in various physical positions, including standing, sitting, walking, bending, and repetitive movement.

About UG2

Founded in 2012, UG2 is privately held and headquartered in Boston, Massachusetts. UG2 sets the standard in facility services through a relentless pursuit of innovation and excellence, exceeding client expectations and fostering a culture of continuous improvement. Every team member plays an integral role in shaping strategy and driving the mission, contributing to UG2's growth and reputation for delivering unparalleled results in a client-focused industry.