Director of Operations

OBJECTIVE

This position is responsible for managing the operations of City Wide’s building-maintenance solutions (janitorial and non-janitorial) it provides to clients. The position will lead a team of Facility Services Managers (FSM’s) and manage effective relationships with all assigned clients. This position is responsible for ensuring client satisfaction and client growth. Must achieve annual business objectives, budget expectations, and is responsible for maintaining adequate workforce levels.

ESSENTIAL FUNCTIONS

1. Effectively manage, develop, and lead a team of Facility Solutions Managers (FSMs) that support our clients.

2. Responsible for achieving annual revenues and profits, managing expenses, Independent Contractor (IC) margins, managing temporary labor (if applicable) and meeting/exceeding overall financial management of the operations of services offered.

3. Responsible for identifying, hiring and training all operational employees, including but not limited to, FSM’s and Night Managers.

4. Must achieve annual revenue growth goals and

5. Develop and maintain positive client relationships and achieve client retention above 90%.

6. Develop and maintain impactful, professional relationships vendors and Independent Contractors.

7. Ensure ICs are compliant with requirements to service City Wide clients and ensure they meet clients’ scope of work.

8. Responsible for promoting and drive cross-selling opportunities with the sales team and drive non-janitorial services.

9. Responsible for participating in all new client starts for duration of new start.

10. Responsible for ensuring building inspections are completed, followed-up with and all client data is maintained in CRM.

11. Responsible for people development – ensure all 90-day reviews, Level 5 meetings and annual reviews are completed with operational employees.

12. Work in the field with FSMs each week and participate as backfill to the FSM as needed.

13. Relationship management.

POSITION REQUIREMENTS

Success Traits • Customer Oriented - Ability to take care of the customers’ needs while following company procedures. • Detail Oriented - Ability to pay attention to the minute details of a project or task. • Accuracy - Ability to perform work accurately and thoroughly. • Problem Solving - Ability to find a solution for or to deal proactively with work-related problems. • Accountability - Ability to accept responsibility and account for his/her actions.

• Time Management - Ability to effectively manage own time and team, so that timelines can be met.

Education

• Bachelor’s Degree or work equivalent

Experience

• 5 years management experience with operations and account management

• Proficient with Microsoft Office Suite

• Working knowledge of Customer Relation Management (CRM)

• Prior experience developing and managing departmental budgets

Travel Required

• Travel within market, up to 50%.

Knowledge, skills, and abilities

• Microsoft Word/Excel/Outlook

• CRM database • Ability to effectively build relationships with customers and co-workers

• Excellent communications skills (written and verbal) and ability to influence others

• Effective problem solving and decision-making skills

• Ability to effectively coach and lead others.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

City Wide is an Equal Opportunity Employer.