Operations Manager

Operations Manager

Department: Operations
Reports To: General Manager
Status: Exempt

Position Overview

The Operations Manager is responsible for leading Caravan Facilities Management's service delivery, operational performance, and account development at the client site. This role ensures full understanding of the client's operational requirements and identifies opportunities to enhance service, improve efficiency, and apply new technologies. The Operations Manager determines required staffing, resources, and equipment levels and secures client approval for any adjustments. Close communication with both client leadership and internal Caravan management is essential.

This position requires regular regional travel across Indiana, Kentucky, and Michigan.
Preferred candidate locations: Fort Wayne, IN or Tonawanda, NY.

Key Responsibilities

Safety & Compliance

• Learn and enforce all client and Caravan safety policies and procedures.
• Ensure all employees and subcontractors receive required safety training.
• Review incident reports, corrective actions, and conduct monthly safety briefings.
• Monitor safety practices during site visits and drive continuous improvement.
• Maintain GMS compliance, including all 5S and Kaizen initiatives.
• Reduce safety incidents across all assigned departments and sites.

Operational Leadership

• Develop and maintain the Site Operating Plan, including task schedules, staffing, methods, materials, and equipment needs.
• Oversee daily operations for a full FM contract, including Maintenance, Fleet, Housekeeping, Body Shop Industrial Cleaning, Powerhouse, and Co-Generation.
• Identify and implement process improvements, technology enhancements, and cost-saving opportunities.
• Adjust operations based on client feedback, concerns, and service expectations.
• Resolve union disputes and grievances effectively.

Staffing & Team Management

• Provide hiring guidelines and participate in candidate interviews.
• Approve site manager hiring recommendations.
• Ensure compliance with all HR, payroll, training, and onboarding requirements.
• Review and approve disciplinary actions and validate documentation for terminations.
• Oversee staff training schedules, performance, and development.

Financial & Administrative Oversight

• Manage procurement of materials, tools, equipment, and subcontract services.
• Ensure adherence to corporate procedures for purchasing, invoicing, collections, and contractor payments.
• Review flat-rate billing programs, invoice approvals, and processes ensuring timely customer payment.
• Drive supplier partnerships and promote adoption of new technologies.

Client Relationship Management

• Maintain strong relationships with senior client managers and gather ongoing performance feedback.
• Address major client issues promptly and ensure corrective actions are implemented.
• Identify opportunities for expanded services, project work, and staffing solutions.
• Partner with Sales to develop proposals, support pricing structures, and assist in closing new business.
• Prepare short-form project proposals and secure client approval.

Required Competencies

• Analytical thinking, process design, and problem-solving
• Project management and strategic planning
• Strong oral and written communication
• Leadership, team development, and delegation
• Customer service orientation
• Change management and organizational support
• Business acumen and cost-management capability
• Commitment to quality, safety, ethics, diversity, and professionalism
• Adaptability, dependability, and strong attendance

Work Environment

Work may involve exposure to:

• Wet or humid conditions
• Moving mechanical parts
• Heights
• Fumes or airborne particles
• Chemicals
• Outdoor weather, extreme heat, and extreme cold
  Noise levels are typically loud.

Physical Requirements

• Regular standing, walking, sitting, reaching, hearing, and handling materials
• Occasional climbing, balancing, stooping, kneeling, or crawling
• Ability to lift or move up to 50 pounds

Qualifications

• Bachelor's degree (BA) or equivalent combination of education and 1-2 years of relevant experience
• Strong ability to interpret technical materials, regulations, and business documents
• Proficiency in software systems such as CRM, inventory, manufacturing, payroll, project management, spreadsheets, and word processing
• Ability to travel regionally as required