Director of Operations

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

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

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.

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

·       Must achieve annual revenue growth goals and

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

·       Develop and maintain impactful, professional relationships with vendors and Independent Contractors.

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

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

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

·       Responsible for people development – ensure all 60-day reviews, Level 5 meetings and annual reviews are completed with operational employees.

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

·       Travel within market, up to 50%.

·       Additional operational duties as needed.

Measurements (Year)

·       To be discussed during interview process.

Requirements

·       Bachelor’s Degree or work equivalent

·       7+ years management experience with operations and account management

·       Proficient with Microsoft Office Suite

·       Working knowledge of Customer Relation Management (CRM)

·       Ability to effectively build relationships with customers and employees

·       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

·       Prior custodial, sanitation and/or building maintenance experience preferred**

·       Bilingual in Spanish preferred

·       Experience working with Independent Contractors

Benefits

·       City Wide Orlando offers a competitive benefits package including 401k, health, dental, vision, and PTO and more!