Operations Manager

Job Title: Operations Manager

Location: Portland, Maine

Reports To: President

Primary Functions:

We are a Commercial Cleaning and Restoration company seeking an experienced Operations Manager to lead our team in Portland, Maine. This role is pivotal in developing our workforce, maintaining strong client relationships, and ensuring operational excellence through effective internal processes and compliance. The Operations Manager will be the driving force behind team development, key account retention, and process adherence to uphold the highest standards of safety, quality, and customer satisfaction.

Key Responsibilities:

1. Developing & Training Team Members

• Lead recruitment efforts in collaboration with HR to attract talented staff and foster a positive, growth-oriented work environment.
• Establish and oversee professional development programs, coaching, and performance evaluations to upgrade team members to "A" or "B" status.
• Support team members through ongoing training initiatives, ensuring they are equipped with the necessary skills, knowledge, and certifications.
• Conduct annual performance reviews in partnership with HR, Area Leaders, and the President, identifying areas for growth and improvement.
• Ensure all staff have access to and maintain proper, professional, and well-maintained equipment.

2. Key Account Management

• Work directly with the President to maintain and strengthen relationships with all key clients, addressing any issues with urgency and professionalism.
• Support the scheduling of daily service duties, ensuring client needs are met consistently while limiting overtime and distributing workloads fairly.
• Assist in preparing accurate job estimates, ensuring quotations include proper labor, equipment, and materials to meet client standards and expectations.
• Coordinate onboarding of new accounts, ensuring smooth transitions and adherence to service standards.
• Continuously evaluate service quality in collaboration with QA teams and implement process improvements to enhance customer satisfaction.

3. Creating, Implementing & Ensuring Compliance of Internal Processes

• Develop, update, and enforce Standard Operating Procedures (SOPs) across all aspects of operations to ensure consistency, safety, and efficiency.
• Monitor OSHA compliance by implementing safety programs, conducting regular workplace inspections, maintaining safety records, and providing ongoing safety training.
• Oversee resource management, including supply requisitions, inventory, and equipment maintenance, ensuring operational efficiency and adherence to budgets.
• Manage timekeeping and geo-fencing compliance through Swept Software, addressing discrepancies and ensuring accurate clock-in/out practices.
• Review and manage payroll, supply ordering, and expense tracking to meet financial targets and contract requirements.
• Lead continuous improvement initiatives by evaluating processes, soliciting feedback, and implementing corrective actions to optimize operational workflows.
• Collaborate with business development teams to assist with job estimating and ensure successful start-up of new accounts, maintaining high standards from onboarding to ongoing service delivery.

Additional Responsibilities:

• Support emergency and special project services, ensuring operational readiness and client satisfaction.
• Oversee equipment maintenance and ensure all team members operate with professional, functional tools.
• Maintain communication channels through Swept Software, addressing maintenance issues and operational alerts promptly.
• Flexibility to support evening calls or meetings as needed.

This role is integral to fostering a high-performing team, maintaining exceptional client relationships, and ensuring our internal processes support sustainable growth and operational excellence.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person