What are the responsibilities and job description for the Senior Manager Building Solutions position at RELAY RESOURCES?
ESSENTIAL FUNCTIONS
• Service Delivery & Operations Excellence
• Leads a portfolio of janitorial and floor care accounts, holding accountability for service delivery quality, customer satisfaction, and consistent execution of scope across all assigned sites.
• Drives continuous improvement initiatives across service delivery, quality assurance, customer satisfaction, employee engagement, and operational efficiency.
• Provides leadership and oversight for special projects, ensuring successful execution of project scope, timelines, quality standards, and financial objectives.
• Develops and implements operational processes and performance metrics that improve quality, consistency, efficiency, and customer outcomes.
• Establishes and inspects consistent quality control standards across the portfolio (inspect-what-you-expect), driving root-cause resolution rather than one-off fixes.
• Oversee route management logistics and cross-site labor allocation across assigned accounts.
Financial & Business Performance
• Creates and manages departmental operating budgets in partnership with key stakeholders, providing ongoing review and analysis of financial performance and variance drivers.
• Operates within allocated budget for the assigned portfolio and reports variance and corrective actions to the Director.
• Assesses financial risks and opportunities across assigned contracts and develops strategies to improve profitability and long-term sustainability.
• Assesses contract profitability at the account level and develops bottom-up pricing approaches for assigned projects for Director/PQAS approval.
Business Development & Customer Partnership
• Partners with cross-functional teams to develop service proposals, contract renewals, and new business opportunities.
• Collaborates in the development of customer-focused service level agreements and operational solutions that support customer needs while achieving financial objectives.
• Identifies innovative service solutions and operational improvements that strengthen customer relationships and competitive positioning.
• Serves as the primary relationship point for Contract Officer Representatives and Property Managers on assigned accounts, interfacing on renewals and extra-work opportunities.
Leadership, Talent Development & Inclusion
• Leads and develops a high-performing leadership team through coaching, mentoring, succession planning, and professional development activities for Service Delivery Team Managers and/or Area Managers.
• Ensures disability inclusion principles are integrated into operational practices, workforce planning, hiring decisions, employee development, and workplace culture.
• Designs and promote strength-based approaches that support employee engagement, performance, retention, and career growth.
• Serves as a role model for organizational values and expectations regarding collaboration, inclusion, accountability, and continuous improvement.
• Ensures supervisors and direct labor across the portfolio have their basic needs met with respect to compensation, payroll, staffing coverage, and safety.
Safety & Compliance
• Promotes and ensures compliance with organizational safety programs, policies, procedures, and regulatory requirements across all assigned locations and teams.
• Ensure employees understand and adhere to applicable safety standards, work expectations, and organizational policies.
• Maintains accountability for fostering a safe and inclusive work environment that supports employee well-being and operational excellence.
• Monitors and maintains the 75% AbilityOne staffing requirement across the assigned portfolio and partners with the Director on corrective staffing plans where ratios are at risk.
• Knows and applies all relevant RR policies, procedures, work rules, and applicable Collective Bargaining Agreement provisions.
Communication & Stakeholder Management
• Communicates strategic goals, operational priorities, performance expectations, and organizational initiatives effectively across all levels of the organization.
• Builds and maintains strong partnerships with internal stakeholders, customers, and external partners to support business objectives.
• Responds to customer concerns and escalations with a solution-oriented approach that promotes customer satisfaction and long-term relationships.
• Deputizes for the Director on assigned accounts, meetings, and initiatives as delegated.
Other Duties as Assigned
• Collaborates with Quality Control, Training, Equipment Logistics, and Employee Relations to improve systems and support training for all personnel, including payroll, scheduling, and procurement systems.
• Performs all duties in a timely manner, consistent with internal processes and with flexibility to meet urgent or important needs.
• Service Delivery & Operations Excellence
• Leads a portfolio of janitorial and floor care accounts, holding accountability for service delivery quality, customer satisfaction, and consistent execution of scope across all assigned sites.
• Drives continuous improvement initiatives across service delivery, quality assurance, customer satisfaction, employee engagement, and operational efficiency.
• Provides leadership and oversight for special projects, ensuring successful execution of project scope, timelines, quality standards, and financial objectives.
• Develops and implements operational processes and performance metrics that improve quality, consistency, efficiency, and customer outcomes.
• Establishes and inspects consistent quality control standards across the portfolio (inspect-what-you-expect), driving root-cause resolution rather than one-off fixes.
• Oversee route management logistics and cross-site labor allocation across assigned accounts.
Financial & Business Performance
• Creates and manages departmental operating budgets in partnership with key stakeholders, providing ongoing review and analysis of financial performance and variance drivers.
• Operates within allocated budget for the assigned portfolio and reports variance and corrective actions to the Director.
• Assesses financial risks and opportunities across assigned contracts and develops strategies to improve profitability and long-term sustainability.
• Assesses contract profitability at the account level and develops bottom-up pricing approaches for assigned projects for Director/PQAS approval.
Business Development & Customer Partnership
• Partners with cross-functional teams to develop service proposals, contract renewals, and new business opportunities.
• Collaborates in the development of customer-focused service level agreements and operational solutions that support customer needs while achieving financial objectives.
• Identifies innovative service solutions and operational improvements that strengthen customer relationships and competitive positioning.
• Serves as the primary relationship point for Contract Officer Representatives and Property Managers on assigned accounts, interfacing on renewals and extra-work opportunities.
Leadership, Talent Development & Inclusion
• Leads and develops a high-performing leadership team through coaching, mentoring, succession planning, and professional development activities for Service Delivery Team Managers and/or Area Managers.
• Ensures disability inclusion principles are integrated into operational practices, workforce planning, hiring decisions, employee development, and workplace culture.
• Designs and promote strength-based approaches that support employee engagement, performance, retention, and career growth.
• Serves as a role model for organizational values and expectations regarding collaboration, inclusion, accountability, and continuous improvement.
• Ensures supervisors and direct labor across the portfolio have their basic needs met with respect to compensation, payroll, staffing coverage, and safety.
Safety & Compliance
• Promotes and ensures compliance with organizational safety programs, policies, procedures, and regulatory requirements across all assigned locations and teams.
• Ensure employees understand and adhere to applicable safety standards, work expectations, and organizational policies.
• Maintains accountability for fostering a safe and inclusive work environment that supports employee well-being and operational excellence.
• Monitors and maintains the 75% AbilityOne staffing requirement across the assigned portfolio and partners with the Director on corrective staffing plans where ratios are at risk.
• Knows and applies all relevant RR policies, procedures, work rules, and applicable Collective Bargaining Agreement provisions.
Communication & Stakeholder Management
• Communicates strategic goals, operational priorities, performance expectations, and organizational initiatives effectively across all levels of the organization.
• Builds and maintains strong partnerships with internal stakeholders, customers, and external partners to support business objectives.
• Responds to customer concerns and escalations with a solution-oriented approach that promotes customer satisfaction and long-term relationships.
• Deputizes for the Director on assigned accounts, meetings, and initiatives as delegated.
Other Duties as Assigned
• Collaborates with Quality Control, Training, Equipment Logistics, and Employee Relations to improve systems and support training for all personnel, including payroll, scheduling, and procurement systems.
• Performs all duties in a timely manner, consistent with internal processes and with flexibility to meet urgent or important needs.