Senior Operations Manager

The Senior Operations Manager will lead the operations and maintenance of a group of UG2 accounts within the Boston area. This position will be responsible for achieving the objectives set forth by senior management and ownership in regard to each one of these UG2 accounts. The Senior Operations Manager will report to the VP of Engineering for New England and will work closely with our finance, business development and human resources team.

Role and Responsibilities:

• Trains/manages and oversees the day-to-day technical services provided at all current and new accounts within his/her area of responsibility
• Establishes appropriate job specific performance standards, and advises/ holds management/supervisory staff accountable in regards to standards and expectations and targeted yearly goals
• Oversees and monitors staffing and skill levels for all account locations, to determine optimum levels for accounts, interfacing with the Senior Director of Operations and Senior Vice President of Operations
• Enforces the highest standard of quality control conducting regular site surveys/inspections with members of the UG2 team as well as our customers. Additionally, follows up to resolve problem situations that arise in this process
• Implements quality assurance methods and procedures, actively oversees and assesses quality levels achieved at each individual account
• Ensures duties, processes and procedures are properly implemented and in compliance with UG2’s company procedures and any/all relevant regulations and standards
• Acts as a citizen of the facilities services and commercial real estate industries, remaining knowledgeable in new product/service delivery and communicates same to the UG2 leadership team
• Mastery and implementation of key technology applications
• Provides leadership with regard to having required industry certifications and encouraging relevant technical training
• Actively coordinates and manages all technical start-ups and close downs, providing the necessary liaison activities, planning, and control to ensure their successful completion
• Demonstrates excellent interpersonal, communication and customer service skills, being able to work effectively with all levels of employees and various types of clients
• Develops and maintains exceptional customer working relationships and ensures the delivery of contracted and new services
• Establishes and maintains the confidence and respect of the Executive Leadership Team, Operations Managers, Area Managers, Account Managers, site personnel, and customers
• Prioritizes the oversight and implementation of UG2’s Safety policy, procedures, and communications for all personnel, and monitors the same for impact/effectiveness
• Actively provides leadership in establishing and maintaining a culture of safety, including adherence to company safety practices, establishment of safety review boards, and oversight of safety training
• Monitors and evaluates all Workers Compensation activities within his/her area of operations, working in conjunction with Senior Vice President of Finance and Human Capital
• Develops and provides annual budgets and rolling twelve month forecasts for current and new accounts in collaboration with business P&L leaders
• Monitors/evaluates current and new account budgets, with emphasis on the management of overhead, labor, materials, and service contract expenses in order to achieve financial objectives
• Monitors and reviews payroll to ensure timely completion and processing and, working in conjunction with Account Managers, to ensure accuracy
• Develops and administers cost containment/reduction activities among assigned accounts
• Screens, interviews, and selects exempt technical personnel (Account Managers, Supervisors), working in conjunction with Human Resources
• Oversees the selection and hiring of non-exempt personnel (facilities staff), and ensures compliance with Federal, State and Company guidelines
• Evaluates the work performance of all direct reports annually, and prepares a succession plan for his/her area of operations
• Establishes and implements career development paths for technical Account Managers and Supervisors, working with employees who have the potential to advance
• Oversees and monitors the technical skills training of employees, ensuring timely and effective record keeping, follow-up, and re-training as required.
• Remains knowledgeable about Union contracts and guidelines, and participates as needed in non-union salary issues, grievances, layoffs and other related matters
• Performs ad hoc assignments and projects as needed or as requested by the senior executive leadership team

Position Requirements

• An associates or bachelor degree
• Minimum of seven years’ experience in the facilities services industry, with at least three years in a management capacity
• Previous technical knowledge/skills in facilities services industry and relevant service industry experience
• Excellent written and oral communication skills
• Exceptional administrative, people management and leadership abilities
• Highly developed analytical and quantitative skills
• Well-developed problem solving and customer service skills as well as demonstrated project management abilities
• Proficient computer skills
• Flexibility with regard to hours worked and willingness to travel
• Ability to effectively work and adapt in a faced paced, deadline driven environment with a high sense of urgency
• Adheres to and exemplifies our culture of professionalism, superior customer service and operational excellence

Required education:

• Associate Degree

Required experience:

• Facilities Services Experience (Minimum of 7 years): 7 years
• Management Experience: 5 years

About UG2:

At UG2, a leader in facility services, we are committed to innovation, excellence, and client satisfaction. We are committed to developing the strongest customer relationships and the highest service delivery benchmarks in the marketplace.

Founded in 2012, UG2 is privately held and headquartered in Boston, Massachusetts. We also have regional offices in Chicago, Washington, D.C., New York City, West Palm Beach, Los Angeles, Sunnyvale, and Dallas.

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