Head of Operations & Business Management

Are you passionate about setting high service standards, ensuring customer satisfaction day in and day out, feeling your purpose come to life at the workplace? Are you passionate about setting high service standards, ensuring customer satisfaction day in and day out, feeling your purpose come to life at the workplace? We have a fantastic opportunity available as a Site Operations Supervisor that will allow you to do just that and more! Join ISS and become part of something bigger!

Purpose As a Site Operations Supervisor, you will be responsible for leading a motivated and service-minded team with the purpose to ensure that your site runs smoothly every day, with that good-feeling buzz floating through the building. Reporting to the Site Operations Manager, you will plan, organize, and direct operational and Soft Service team members and activities to achieve the clients’ and ISS objectives while working within the ISS high standards of quality. The Site Operations Supervisor interfaces and collaborates with direct reports, vendors, and local stakeholders, taking ownership of the site performance and feel.

Success Criteria Motivating, engaging, and leading an inclusive team of employees performing critical work including Janitorial Services, Dishwashing, and Cart Attending

Creating clarity of direction, ensuring a clear connection between our OneISS purpose, strategy, and business excellence

Communicating consistently with team members providing oversight to ensure necessary coverage during business hours

Key Areas of Collaboration and Influence Communicate effectively with colleagues at multiple accounts and across the company so that information is disseminated effectively

Participate in project groups and meetings as required to ensure consistent learning and development of self, the team, and the account

Transforming the account successes into promoting and further development of ISS

Ideal Candidate Experience 3+ years supervisory experience in a Facility Management Operations/Janitorial/Maintenance role with a strong emphasis on people leadership and customer service

Experience leading frontline teams meeting operational SLA’s and compliance requirements

Basic computer proficiency skills (Excel, Word, Outlook, CMMS Systems, Smartphone Systems)

Experience in CMMS software systems and work order management as it pertains to execution of services and coordination of employees involved

Key Accountabilities Directs, supervises, and leads the ISS Facility Operations and Soft Service employees

Responsible for implementing the overall direction, coordination, and evaluation of site experience activities in partnership with the Site Operations Manager

Interviewing, hiring, and training employees; appraising performance

Highly visible and the first point of contact for team members and second point of contact for local customers

Lead and direct the team to ensure the facility is running seamlessly ensuring an inviting environment that is clean, safe, customer‑centric, and welcoming

Work with the team to ensure the dishwashing and food areas are clean, available, organized, and compliant

Work with team and provide support to the team to ensure the site interior shopping tools maintain appropriate inventory levels

Lead by example and work directly with the team to quality control our services. Cover shifts as required to ensure service line continuity

Coaches and encourages the team to have the knowledge, confidence, and empowerment to make decisions that have a great customer experience outcome

Monitors performance against agreed goals, adapts and acts when required and analyzes customer concerns, meets KPI's/SLA’s

Drive a culture of proactivity and contribute in a positive way to the facility operation in order to effectively prevent or address potential problems

Physical Demands & Work Environment A valid driver's license may be required for this role, depending on the work site or location, as local travel by car within certain metropolitan areas may be necessary

Must be able to work schedules that include days, nights, weekends, and/or holidays as needed

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department.

ISS offers full time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background.