Job Purpose:

The Operations Manager is responsible for daily janitorial operations, customer satisfaction, account retention, and employee relations. This role involves overseeing all operations for Day & Night shifts, supervising building supervisors, lead workers, and cleaning crews, ensuring that all mutually agreed-upon work with clients is completed fully, promptly, and efficiently, exceeding client expectations.

Duties and Responsibilities:

Essential Tasks:

• Provide consistent exceptional reaction time (under 12 hours to resolve complaints and under 2 hours to respond to voicemails/emails) for resolving customer issues and requests.
• Maintain a system of keeping track of all relevant outstanding work tickets, taking each of them to timely completion.
• Perform regular inspections of all job sites monthly and obtain monthly inspection signoffs from all subcontractors.
• Assign cleaning personnel to accounts and maintain supply and equipment needs for assigned accounts.
• Develop and maintain accurate work schedules and conduct monthly training sessions for employees and subcontractors.
• Conduct random audits of work performed and provide training as needed to ensure client expectations are met and exceeded.
• Maintain accurate and proper records like sign-off sheets, inspection reports, etc.
• Ensure that sign-off sheets and inspection reports are submitted within the designated timeframe.
• Take excellent care of company vehicles and equipment.
• Ensure that each site and work overall meets or exceeds financial ratios and targets set by the company.
• Continuously look for opportunities to offer TAG work on every visit and every inspection and expand company on every visit and every inspection.
• Recruit and hire new employees and subcontractors, ensuring redundant workforce capabilities for all locations.
• Focus and complete key priorities set by the company from time to time.
• Ensure that we have complete sets of keys for each serviced location.
• Undertake regular monthly reviews of all subs and janitors in your respective area, who report directly to you.
• Implement and maintain the GPS Utilization (Call-in/Call-out System) across your portfolio of sites.
• Attain gross margins on TAGs of over 40% and gross margins on recurring monthly janitorial work of at least 37%.
• Ensure overall customer satisfaction ratings at 95% or above.
• Maintain positive working relationship with clients. The client is "King".
• Always adopt a professional communication style with clients.
• When visiting clients, be neatly dressed and have the following: badge, clothing with company insignia or logo.
• Effectively communicate with the Director of Operations all conditions present at each site after inspections and suggest courses of action to resolve any issues and for continued improvement.
• Provide a weekly written report to the Director of Operations.
• Keep all information about important issues/requests ensuring this information is well organized and easily accessible upon request.

Qualifications:

• Previous Management experience in janitorial industry.
• Demonstrated experience in coaching, motivating, developing, and leading a team.
• Knowledge of human resource policies and practices, including development of staffing plans and job descriptions, employee relations, training, safety, benefit administration, and succession planning.
• Ability to create and forecast productivity, staffing, and budget plans.
• Highest level of commitment to client satisfaction and quality standards.
• Excellent problem-solving skills.
• Available to work between 8 am and 6 pm Monday through Friday with on-call availability every other weekend.
• Available for roughly 35% Travel.
• Strong business and marketing experience in B2B and B2C markets.
• Computer skills include Microsoft Word, Excel, Outlook, and Power Point.
• Ability to speak clearly and effectively for public speaking events, presentations, key customer meetings, and engagement with executive management.
• Both sales and marketing management experience desired.
• Bilingual in English and Spanish desired.
• Well organized and self-managed.

Requirements:

• Must be able to wear proper PPE for cleaning.
• Must be able to pass criminal background check and meet drug & alcohol policy requirements including pre-employment and random drug screen.
• Must have valid driver’s license, proof of insurance and clean driving record.

Education and Experience:

• Bachelor’s degree (B. A.) from four-year College or University preferred; or 5 years related experience and training; or equivalent combination of education and experience.
• Minimum of 5 years past supervisory experience in Janitorial industry.
• Experience in payroll, supervision, work duties, cleaning processes, cleaning equipment, and machinery.
• Experience in employee relations - hire, fire, correction, training, and placement.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• On call
• Overtime
• Weekends as needed

Ability to Commute:

• Portland, OR 97221 (Required)

Ability to Relocate:

• Portland, OR 97221: Relocate before starting work (Required)

Work Location: In person