Director of Operations

Job Description

Job Description

Are you an experienced operations, sales, or account management leader who knows how to build strong teams, develop client relationships, and drive business results? Do you thrive in a performance-driven environment where leadership and results make a difference? If so, City Wide would like to hear from you!

City Wide Facility Solutions, a leading management company in the building maintenance industry, is seeking a Director of Operations to join our successful Greenville, SC team.

In this role, you will lead and develop our operations team, drive financial performance, strengthen client relationships, and ensure we consistently deliver exceptional service. You'll play an important role in the growth and success of our local market while helping develop the people and processes that support our business.

• Lead and Develop the Operations Team: Manage, coach, and develop Facility Service Managers (FSMs), Night Managers, and other operational employees to drive performance, accountability, and professional growth.
• Drive Financial Performance: Oversee operational revenue and profitability, manage expenses and Independent Contractor (IC) margins, and ensure the market meets or exceeds its financial goals.
• Recruit and Develop Talent: Identify, recruit, hire, onboard, and train operational employees to build a strong, high-performing team.
• Build Client Relationships and Retention: Develop and maintain strong client relationships, proactively address service concerns, and drive client retention above 90%.
• Manage Vendor and Independent Contractor Relationships: Build strong professional relationships with vendors and ICs to support service quality, reliability, and operational efficiency.
• Ensure Service Quality and Compliance: Ensure Independent Contractors meet City Wide's requirements and consistently fulfill client scopes of work.
• Drive Account Growth: Identify and promote cross-selling opportunities, expand existing accounts, and grow non-janitorial service offerings.
• Oversee New Client Starts: Participate in new client launches and provide hands-on support throughout the transition to ensure a successful start and a strong client experience.
• Maintain Operational Standards: Ensure building inspections are completed, follow-up actions are addressed, and client information and service activity are accurately maintained in the CRM.
• Support Employee Development: Ensure timely completion of 60-day reviews, Level 5 meetings, annual performance reviews, and other employee development initiatives.
• Lead in the Field: Work alongside FSMs in the field each week to support client relationships, evaluate service delivery, coach team members, and provide operational coverage as needed.
• Travel Within the Market: Travel throughout the Greenville market as needed, with travel potentially reaching 50%.

Requirements

Position Requirements

• 5+ years of experience in sales, account management, operations, or a related field, with increasing levels of responsibility.
• Demonstrated success leading, coaching, and developing a team.
• Proven ability to manage financial performance, analyze business results, and drive revenue and profitability.
• Strong client relationship management skills, with a focus on client satisfaction and retention.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills, with the ability to prioritize competing demands and manage multiple responsibilities.
• Demonstrated problem-solving skills, sound judgment, and the ability to resolve conflicts professionally.
• A proactive, solutions-oriented mindset with the ability to identify opportunities for process improvement.
• Ability to build effective working relationships with clients, employees, vendors, and Independent Contractors.
• Willingness to work in the field and travel throughout the local market as required.

Benefits

City Wide Facility Solutions offers competitive compensation and a benefits package that includes:

• Medical, dental, and vision insurance.
• 401(k) with a 4% employer match.
• Paid time off (PTO).
• Paid holidays.
• A performance-driven culture that recognizes results and supports professional development.

More About City Wide

City Wide Facility Solutions is a fast-growing company with more than 100 franchise locations across the United States and Canada. Founded in 1961, City Wide has more than 60 years of experience in the building maintenance industry and continues to grow across its franchise network.

Our culture is built around our mission to create a Ripple Effect by positively impacting the people and communities we serve.

Learn more about City Wide Facility Solutions: