Director Of Operations

Director of OperationsBroadway National, one of Inc. 5000's fastest-growing privately owned companies, provides national and international property management and facility services to high-profile clientele across a wide range of industries, including technology, restaurants, supermarkets, facility maintenance, retail, specialty, and more.Job ResponsibilitiesOversee and lead Operations management and frontline staff, with responsibility for approximately 10–30 employeesMaintain a strong understanding of client expectations, contractual requirements, and service delivery standardsPartner with Operations Managers to develop strategies that exceed client expectations and improve overall account performanceServe as the primary escalation point and senior Operations contact for client leadershipPartner with Sales and Account Executives on client presentations, business reviews, RFPs, and growth opportunitiesMonitor gross profit, account performance, and volume trends, identifying areas of concern and implementing corrective action plansDevelop account forecasts, projections, and operational plans in partnership with Finance and Operations leadershipLead and resolve high-level client, vendor, and operational escalationsMake staffing and organizational decisions based on business needs, including team structure, employee development, performance management, and terminationsIdentify SLA performance gaps, determine root causes, and implement solutions to improve service deliveryDevelop and improve operational policies, procedures, and processes to support company growth, efficiency, and client satisfactionMaintain accountability across Operations teams for performance, service levels, productivity, and overall executionRemain prepared to report on account performance, financials, staffing, and operational challenges during leadership meetingsTravel as needed for client meetings and operational needsParticipate in interviewing and selection of Operations employees as neededJob QualificationsBachelor's degree preferred7+ years of experience in service operations, with progressive leadership responsibilityExperience managing both frontline employees and management-level staffStrong understanding of operational and financial performance, including gross profit, forecasting, volume trends, and account performanceStrong leadership skills with the ability to coach, motivate, develop, and hold teams accountableExcellent client relationship and customer service skillsStrong problem-solving and decision-making abilitiesExcellent verbal and written communication skillsAbility to manage multiple priorities in a fast-paced, high-volume environmentProactive, organized, and detail-orientedNational retail and/or facility maintenance experience strongly preferredExperience working with and managing subcontractors preferredBenefitsMedical, Dental, and VisionCompany-paid Group Term Life Insurance401(k) retirement savings plan with company matchPaid vacation, sick/personal time, and floating holidaysPaid holidaysWhy Broadway?We aim to provide our employees with a family-oriented atmosphere where they are encouraged and motivated while being given the tools and opportunities to grow within the company. As Broadway National continues to grow, we are committed to developing our employees alongside the business.We welcome experienced industry professionals as well as individuals who are eager to expand their knowledge of the facility maintenance industry. Our goal is not only to provide exceptional service to our clients, but also to create an environment where employees can develop, succeed, and build long-term careers.Broadway National is an equal opportunity employer and values diversity within our organization.