What are the responsibilities and job description for the Operations Manager (Modern Facility Services) position at Modern Mechanical Services LLC?
Description
Position Summary
The Operations Manager oversees the day-to-day operations of Modern Facility Services, a division of Modern Mechanical Services that coordinates nationwide HVAC, plumbing, electrical, and general maintenance work through a vetted vendor network. This role is both vendor-facing and customer-facing, managing vendor relationships, customer accounts, service delivery, and platform operations.
Requirements
Customer Operations
Position Summary
The Operations Manager oversees the day-to-day operations of Modern Facility Services, a division of Modern Mechanical Services that coordinates nationwide HVAC, plumbing, electrical, and general maintenance work through a vetted vendor network. This role is both vendor-facing and customer-facing, managing vendor relationships, customer accounts, service delivery, and platform operations.
Requirements
Customer Operations
- Serve as the primary point of contact for customer accounts
- Manage inbound service requests and ensure timely dispatch to qualified vendors
- Communicate job status, scheduling updates, and completion details to customers
- Handle customer escalations and resolve service issues
- Onboard new customer accounts and set up service agreements
- Maintain customer satisfaction through proactive follow-up
- Recruit, vet, and onboard new service providers nationwide
- Manage vendor performance, including quality standards, response times, and compliance
- Negotiate vendor rates and maintain rate agreements
- Monitor vendor credentials, insurance, and licensing
- Coordinate scheduling and dispatch of vendor technicians
- Oversee work order lifecycle from creation through invoicing and payment
- Monitor platform activity and ensure smooth service delivery
- Track key performance metrics (response times, completion rates, customer satisfaction)
- Develop and improve operational processes and standard operating procedures
- Coordinate with CEO on growth strategy, new market expansion, and vendor network buildout
- Manage day-to-day use of service management platform and internal tools
- 3 years experience in facility management, field services, or commercial maintenance operations
- Experience managing vendor or subcontractor relationships
- Strong communication skills with both customers and service providers
- Ability to manage multiple priorities in a fast-paced environment
- Comfortable with technology platforms and service management software
- Knowledge of commercial HVAC, plumbing, or general maintenance is a plus
- Experience with multi-site or national service coordination is a plus