Director of Operations

Description

This position is responsible for overseeing the operations and delivery of building-maintenance solutions (both janitorial and non-janitorial) provided to clients. The role leads a team of Facility Services Managers (FSMs), manages client relationships, ensures service quality, and drives overall client satisfaction and growth. The position is accountable for achieving annual business objectives, meeting budget expectations, and maintaining adequate workforce levels.

• Drive people development, including completion of 60-day reviews, Level 5 meetings, and annual performance reviews for all operational employees.
• Identify, hire, and train all operational employees, including FSMs and Night Managers.
• Achieve at least 10% year-over-year revenue growth across all janitorial and non-janitorial services, aligned with annual budget targets.
• Improve Independent Contractor (IC) margin performance by at least 5% and reduce operational expenses by 3% without compromising service quality.
• Promote and drive cross-selling opportunities in partnership with the sales team, including expansion into non-janitorial services.
• Participate in all new client launches for the full duration of the onboarding process.
• Ensure ICs remain compliant with all requirements and consistently meet each client’s defined scope of work.
• Build and maintain strong, professional relationships with vendors and Independent Contractors.
• Ensure building inspections are completed, followed up on, and accurately documented within the CRM.
• Maintain an employee satisfaction rate of 80% or higher.
• Conduct weekly field work with FSMs and serve as backfill for FSM duties as needed.
• Achieve annual revenue and profit targets, manage expenses, oversee Independent Contractor (IC) margins, monitor temporary labor (if applicable), and ensure overall operational financial performance.
• Effectively manage, develop, and lead a team of Facility Service Managers (FSMs) who support assigned clients.
• Maintain positive client relationships and achieve client retention rates above 90%.
• Meet or exceed annual revenue growth goals.

Requirements

This role requires frequent sitting, bending, standing, and walking. Must be able to lift up to 35 pounds.

• Ability to build effective relationships with customers and internal teams.
• Travel within the market up to 50%.
• Proficiency with Microsoft Office Suite.
• Excellent written and verbal communication skills with the ability to influence others.
• Strong problem-solving and decision-making abilities.
• Demonstrated ability to coach, develop, and lead others.
• 3+ years of management experience in operations and account management.
• Working knowledge of Customer Relationship Management (CRM) systems.
• Bachelor’s degree or equivalent work experience.

Benefits

• Health/Dental/Vision insurance,
• 401k - 4% company match,
• Vehicle reimbursement
• Mentorship by company leadership
• Company issued laptop and iPhone

Training + Development

Interview process

Visa Sponsorship

Security clearance