Sr. National Account Operations Manager
Job Purpose
The Sr. National Account Operations Manager is responsible for leading and overseeing operations for assigned national accounts, ensuring facility maintenance needs are addressed and resolved in a timely, cost-effective manner. This role leads operational teams, drives service excellence, strengthens customer and vendor relationships, and ensures consistent achievement of service, financial, and operational objectives across assigned accounts.
Shift & Work Location
Shift: M-F
Work Location: Onsite – Akron, OH
Division: Facilities Management Team
Requirements
Experience & Education: 7–9 years of related experience with a Bachelor's degree in Business Administration preferred, or 9–11 years of related experience without a degree.
Facilities Management: At least 7 years of experience resolving client issues within a commercial facilities management or property management environment.
Customer Service Leadership: Demonstrated success leading a telephone-based customer service operation and managing client needs effectively.
Tech & Computer Skills: Strong computer skills, including CRM software, data entry, scheduling, and reporting, with a strong working knowledge of commercial construction and general trades.
Problem-Solving: Proven ability to analyze complex, large-scope problems, develop effective solutions, and implement strategies to achieve successful outcomes.
Responsibilities
Account Operations: Lead the workflow and performance of operations teams supporting assigned national accounts, ensuring high-quality service, client objectives, and service-level KPIs are consistently achieved.
Financial & Strategic Performance: Manage $10M–$40M in account revenue, with typical responsibility of $15M–$20M across seven to ten national accounts, while achieving sales growth, profitability, and strategic objectives.
Client & Vendor Management: Build and maintain strong client and vendor relationships, oversee escalations and work orders, review subcontractor bids, resolve pricing discrepancies, and authorize work orders up to $100,000 within established guidelines.
Service & Process Improvement: Monitor account workflows and performance metrics, identify service gaps and opportunities for improvement, and provide clients with recommendations, industry trends, and strategies to improve facility management processes and expenditures.
Team Leadership & Development: Train, coach, and support team members; lead regular team meetings and team-building activities; and oversee operational projects and work orders from initiation through completion as needed.