Facilities Operations Manager

Location: Lexington, KY



Job Type: Full-Time, Direct Hire



Industry: Commercial Facility Services / Facilities Management About the Role

We are seeking a relationship-driven Facility Solutions Manager to manage commercial client accounts, coordinate facility maintenance services, and ensure consistent service quality across an assigned territory. This role serves as a primary point of contact for clients while working closely with independent service providers and internal teams to resolve issues, maintain customer satisfaction, and identify opportunities to grow existing accounts.

The ideal candidate combines strong customer service and account management skills with operational coordination, problem-solving, and business development capabilities. This is a hands-on position suited to someone who enjoys building relationships, managing multiple priorities, and taking ownership of client outcomes.

• Manage a portfolio of commercial client accounts and develop long-term relationships with customers, property managers, and facility representatives.

• Serve as a primary point of contact for client requests, service concerns, complaints, and escalations.

• Coordinate with independent contractors and service providers to ensure scheduled services are completed according to client expectations and service-level agreements.

• Conduct regular client visits, facility inspections, and service quality reviews to identify performance gaps and opportunities for improvement.

• Monitor account satisfaction, service delivery, contractor performance, and customer retention.

• Resolve service issues promptly and coordinate corrective actions to maintain client satisfaction.

• Manage new client account launches, service transitions, and ongoing account requirements.

• Build strong working relationships with contractors and internal operations teams to ensure consistent service delivery.

• Identify opportunities to expand existing accounts, recommend additional facility services, and support revenue growth.

• Collaborate with sales representatives to support account development, customer referrals, renewals, and new business opportunities.

• Maintain accurate client records, inspection reports, account information, and service documentation using CRM and Microsoft Office tools.

• Follow company policies, client procedures, and established quality standards while identifying opportunities to improve operational efficiency.

• High school diploma or equivalent required; a bachelor's degree is preferred.

• Previous experience in account management, customer success, B2B sales, operations management, commercial facility services, or a related field.

• Management or equivalent professional experience demonstrating the ability to coordinate service delivery and manage multiple priorities.

• Strong customer relationship management, communication, negotiation, and problem-solving skills.

• Ability to manage customer expectations, resolve complaints, and maintain professional relationships with clients and service providers.

• Experience coordinating vendors, contractors, field teams, or outsourced service providers is an advantage.

• Strong organizational skills, attention to detail, follow-through, and accountability.

• Ability to work independently, prioritize competing demands, and make timely decisions.

• Proficiency in Microsoft Office applications and familiarity with CRM systems.

• Valid driver's license, reliable transportation, and willingness to travel to client locations throughout the assigned territory.

• Ability to balance customer service, operational responsibilities, account retention, and business growth objectives.