Operations Manager

Full-time / 40 weekly hours

General Summary:

At its core, Business Services is a contracting company – we employ more than 400 individuals with physical and/or mental disabilities, helping them become valued members of the workforce. Our 400+ employees are responsible for fulfilling more than a dozen service contracts through state and federal programs (Maryland Works, Inc. and AbilityOne).

The Operations Manager will strengthen operations and support growth for this $18 million social enterprise. With direction from the Division Director and Service line leadership, the Operations Manager will manage day-to-day operations and contracts. Builds relations with new and existing customers and other critical stakeholders. Promotes meaningful employment and advancement for individuals with disabilities. Collaborate with relevant internal and external stakeholders to expand industry certifications, employee communication and supports, technology, and quality assurance systems. Ensure compliance with funding, licensing, accreditation, and regulatory requirements.

Requires facilities, construction, custodial or other trade/relevant sector expertise. Strong contract and budget management experience required. Commitment to serving individuals with disabilities. Requires excellent people skills, entrepreneurial mindset, and collaborative orientation.


Responsible for ensuring that the contract functions at the assigned contract locations are being performed. This includes inspections, schedules, staffing assignments and task procedures. Assist in department administrative needs. Train on-site management staff in mandatory administrative requirements. Act as contract liaison with home office, customers and affiliated state and federal programs. Assist on-site managers and supervisors with employee communication to include appreciation communications and reprimands.

Principal Responsibilities and Duties:

• Support and improve operations of multi-site, geographically diverse contract sites providing custodial and other services across the state of Maryland.
• Oversee hiring, training and supervision of staff, including Site Managers and/or Support staff.
• Works with Contract Managers to ensure sites appropriately manage their work schedules, inspection schedules, staffing budgets, supply and equipment levels.
• Manage contract activities, assists with contract adjustments and customer needs.
• Visit assigned contract sites on a regular basis, including the customer and site management. Visits ensure all schedules and work assignments are documented and followed each specific contract SOW. Ensure all contract changes are incorporated in a timely manner.
• Support new quality improvement systems to meet the changing needs of customers and changes in business climate, including implementation of CIMS quality management certificate.
• Encourage productive relationships with supervisors, adjunct providers, and employers to resolve problems, clarify issues, and promote/assist employees in meeting goals. Assist Management in resolving and documenting personnel issues at various sites.
• Working with site and home office management, the Operations Manager will manage initial and on-going training. If necessary, assign employees outside available skills training for the purpose of increasing employment skills.
• Develop, revise, and assist with the implementation of site- and contract-specific safety plans, in collaboration with risk management and other relevant teams. Ensure all individuals' rights are protected and that standards and regulations related to safety and health are maintained.
• Strengthen technology usage on-site through new technology selection, implementation, and training.
• Assist management in responding to on-site crisis situations.
• Assist in creating the staffing, pricing and solicitation requirements for new contracts.
• Work with site management to implement and maintain administrative processes.
• Stand-in for site managers, site supervisor and assistant managers when necessary
• Collaborate with other divisions and support departments to resolve interdepartmental issues, enhance customer service techniques, improve employee relations and ensure synergy between all parties.
• Attend, participate, and lead staff & team meetings as needed.
• Assist with administrative functions where needed.

Knowledge, Skills, and Abilities Required:

• BA preferred.
• Must have minimum 5 years of janitorial management and/or contract management.
• Experience in working with individuals with disabilities strongly preferred.
• Requires expertise in facilities, construction, custodial or other trade/relevant sectors. Strong contract and budget management experience required.
• Must have a commitment to serving individuals with disabilities.
• Requires excellent people skills, entrepreneurial mindset, and collaborative orientation.
• Must have experience with use of Microsoft Office 2000 or later version and be familiar with Windows network environment.
• Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Must be proficient using Microsoft excel. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Must have own transportation and a valid Maryland driver's license with good driving record

What you'll get from us.


At Sheppard Pratt, you will work alongside a multi-disciplined team led by a bold vision to change lives. We offer:

• A commitment to professional development, including a comprehensive tuition reimbursement program to support ongoing education and licensure and/or certification preparation
• Comprehensive medical, dental and vision benefits for benefit eligible positions
• 403b retirement match
• Generous paid-time-off for benefit eligible positions
• Complimentary Employee Assistance Program (EAP)
• Generous mileage reimbursement program

The pay range for this position is $79,567.50 minimum to $81,954.53 maximum. Pay for this position is determined on a number of factors, including but not limited to, years and level of related experience.

WHY SHEPPARD PRATT?


At Sheppard Pratt, we are more than just a workplace. We are a community of healthcare professionals who are dedicated to providing hope and healing to individuals facing life’s challenges. Join us and be a part of a mission that changes lives!

Equal Opportunity Employer


This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.