Director, Operations

The Director, Janitorial Solutions & Quality, is responsible for developing, standardizing, and advancing UG2’s janitorial programs, quality assurance practices, and custodial training initiatives. This role ensures consistent service delivery across accounts, supports business development solutioning efforts, project manages major transitions, and partners with operational leaders to elevate performance, safety, and innovation within janitorial service delivery. Core Job Functions: Standards, Programs & Quality Assurance Develop and maintain janitorial standards playbooks, including SOPs for general cleaning, skilled cleaning, carpet care, hard floor maintenance, and specialty services. Design and administer tools to evaluate quality‑of‑service delivery across janitorial accounts. Conduct site level quality assurance inspections to assess compliance with established standards and identify corrective actions. Act as project manager for the CIMS‑GB recertification process on a biennial basis. Training & Knowledge Management Develop and standardize custodial training materials, curricula, and job aids. Design, maintain, and deliver technical training programs focused on janitorial service delivery and cleaning program management. Assess training needs through collaboration with account management teams and audit findings. Measure training effectiveness and promote adoption of training programs and tools. Operational & Account Support Support new account transitions by developing and implementing janitorial programs, schedules, training plans, and operational documentation. Collaborate with account teams to assess daily service delivery and recommend corrective actions or resource adjustments. Partner with Safety leadership to align custodial programs with regulatory requirements and PPE compliance standards. Business Development & Client Engagement Support proposal development by contributing janitorial program content, case studies, and service narratives. Develop case studies highlighting successful cleaning programs for proposals and presentations. Participate in pursuit teams, including client meetings and presentations, as a janitorial subject matter expert Innovation, Partnerships & Industry Engagement Partner with Procurement to align janitorial equipment and supplier strategies with operational needs. Identify, pilot, and implement innovative cleaning technologies and solutions, including automation and robotics. Attend industry trade shows and conferences (e.g., ISSA, etc.) to remain current on best practices and emerging trends. Qualifications: Must possess a high school diploma or equivalency (GED) Minimum of ten (10) years of experience in janitorial service delivery, quality assurance, and/or custodial training leadership Demonstrated experience developing service standards, training programs, and quality management systems. Strong written and verbal communication skills Proficiency with Microsoft Office and collaboration tools (Word, Excel, PowerPoint, Teams, Smartsheet) Cleaning industry certifications preferred. Bilingual English/Spanish highly desirable Working Conditions: Role is based in the Northeast Region (Boston area preferred) Up to approximately 30% of domestic travel, varying by operational and business needs. Physical Demands: Ability to conduct site walks, inspections, and audits in active janitorial environments. Ability to travel and work flexible hours as required. #J-18808-Ljbffr