Job Title: Operations Manager
Job Purpose:
The Operations Manager is responsible for daily janitorial operations, customer satisfaction, account retention, and employee relations. This role involves overseeing all operations for Day & Night shifts, supervising building supervisors, lead workers, and cleaning crews, ensuring that all mutually agreed-upon work with clients is completed fully, promptly, and efficiently, exceeding client expectations.
Duties and Responsibilities:
Essential Tasks:
Provide consistent exceptional reaction time (under 12 hours to resolve complaints and under 2 hours to respond to voicemails/emails) for resolving customer issues and requests.
Maintain a system of keeping track of all relevant outstanding work tickets, taking each of them to timely completion.
Perform regular inspections of all job sites monthly and obtain monthly inspection signoffs from all subcontractors.
Assign cleaning personnel to accounts and maintain supply and equipment needs for assigned accounts.
Develop and maintain accurate work schedules and conduct monthly training sessions for employees and subcontractors.
Conduct random audits of work performed and provide training as needed to ensure client expectations are met and exceeded.
Maintain accurate and proper records like sign-off sheets, inspection reports, etc.
Ensure that sign-off sheets and inspection reports are submitted within the designated timeframe.
Take excellent care of company vehicles and equipment.
Ensure that each site and work overall meets or exceeds financial ratios and targets set by the company.
Continuously look for opportunities to offer TAG work on every visit and every inspection and expand company on every visit and every inspection.
Recruit and hire new employees and subcontractors, ensuring redundant workforce capabilities for all locations.
Focus and complete key priorities set by the company from time to time.
Ensure that we have complete sets of keys for each serviced location.
Undertake regular monthly reviews of all subs and janitors in your respective area, who report directly to you.
Implement and maintain the GPS Utilization (Call-in/Call-out System) across your portfolio of sites.
Attain gross margins on TAGs of over 40% and gross margins on recurring monthly janitorial work of at least 37%.
Ensure overall customer satisfaction ratings at 95% or above.
Maintain positive working relationship with clients. The client is "King".
Always adopt a professional communication style with clients.
When visiting clients, be neatly dressed and have the following: badge, clothing with company insignia or logo.
Effectively communicate with the Director of Operations all conditions present at each site after inspections and suggest courses of action to resolve any issues and for continued improvement.
Provide a weekly written report to the Director of Operations.
Keep all information about important issues/requests ensuring this information is well organized and easily accessible upon request.
Qualifications:
Previous Management experience in janitorial industry.
Demonstrated experience in coaching, motivating, developing, and leading a team.
Knowledge of human resource policies and practices, including development of staffing plans and job descriptions, employee relations, training, safety, benefit administration, and succession planning.
Ability to create and forecast productivity, staffing, and budget plans.
Highest level of commitment to client satisfaction and quality standards.
Excellent problem-solving skills.
Available to work between 8 am and 6 pm Monday through Friday with on-call availability every other weekend.
Available for roughly 35% Travel.
Strong business and marketing experience in B2B and B2C markets.
Computer skills include Microsoft Word, Excel, Outlook, and Power Point.
Ability to speak clearly and effectively for public speaking events, presentations, key customer meetings, and engagement with executive management.
Both sales and marketing management experience desired.
Bilingual in English and Spanish desired.
Well organized and self-managed.
Requirements:
Must be able to wear proper PPE for cleaning.
Must be able to pass criminal background check and meet drug & alcohol policy requirements including pre-employment and random drug screen.
Must have valid driver’s license, proof of insurance and clean driving record.
Education and Experience:
Bachelor’s degree (B. A.) from four-year College or University preferred; or 5+ years related experience and training; or equivalent combination of education and experience.
Minimum of 5 years past supervisory experience in Janitorial industry.
Experience in payroll, supervision, work duties, cleaning processes, cleaning equipment, and machinery.
Experience in employee relations - hire, fire, correction, training, and placement.