Head of Operations & Business Management

Director of Operations - Hybrid

• $Quarterly bonuses totaling about $20K annually, tied to operational and retention goals
• Additional commission opportunity tied to larger account growth and expansion opportunities
• $650/month car allowance

This position is responsible for overseeing the operations and delivery of building-maintenance solutions (both janitorial and non-janitorial) provided to clients. The role leads a team of Facility Services Managers (FSMs), manages client relationships, ensures service quality, and drives overall client satisfaction and growth. The position is accountable for achieving annual business objectives, meeting budget expectations, and maintaining adequate workforce levels.
Effectively manage, develop, and lead a team of Facility Service Managers (FSMs) who support assigned clients.
Achieve annual revenue and profit targets, manage expenses, oversee Independent Contractor (IC) margins, monitor temporary labor (if applicable), and ensure overall operational financial performance.
Identify, hire, and train all operational employees, including FSMs and Night Managers.
Build and maintain strong, professional relationships with vendors and Independent Contractors.
Promote and drive cross-selling opportunities in partnership with the sales team, including expansion into non-janitorial services.
Ensure building inspections are completed, followed up on, and accurately documented within the CRM.
Drive people development, including completion of 60-day reviews, Level 5 meetings, and annual performance reviews for all operational employees.
Conduct weekly field work with FSMs and serve as backfill for FSM duties as needed.
Travel within the market up to 50%.
This position is responsible for the following performance metrics, which should align with the scorecard:

Improve Independent Contractor (IC) margin performance by at least 5% and reduce operational expenses by 3% without compromising service quality.
This document does not constitute a contract of employment, and the organization reserves the right to adjust the job description as needed.
Bachelor’s degree or equivalent work experience.

• 5+ years of management experience in operations and account management.
• Proficiency with Microsoft Office Suite.
• Working knowledge of Customer Relationship Management (CRM) systems.
• Experience developing and managing departmental budgets.
• Ability to build effective relationships with customers and internal teams.
• City Wide offers a competitive compensation and benefits package to include medical, dental, and vision benefits; PTO and paid holidays.