Manager, Facility Services
Full Job Posting
Key Responsibilities
- Operational Leadership
- Lead the day-to-day operations of the Facility Services team, ensuring key performance indicators (KPIs), goals, and service levels are consistently achieved.
- Implement daily management practices to support and scale end-to-end work order management processes within ServiceChannel.
- Drive operational efficiency through standardized processes, effective resource management, and continuous improvement initiatives.
- Manage organizational complexity and competing priorities in a fast-paced, customer-focused environment.
- Customer Experience & Business Growth
- Champion an exceptional customer experience while balancing operational objectives and business needs.
- Support revenue growth by ensuring customers receive high-quality, proactive service.
- Identify and resolve operational challenges impacting customer satisfaction or service delivery.
- Maintain a thorough understanding of customer accounts, business risks, and mitigation strategies.
- Team Development & Performance Management
- Lead, coach, and develop Facility Services team members and leaders.
- Establish and maintain professional development plans that support employee growth and continuous learning.
- Deliver regular, balanced, and timely performance feedback through audits, coaching sessions, and performance reviews.
- Ensure team members receive comprehensive training on systems, products, business processes, and best practices.
- Cross-Functional Collaboration
- Develop strong partnerships with Sales, Operations, Client Success, and other internal stakeholders.
- Communicate changes in processes, procedures, and business priorities effectively to ensure successful adoption and execution.
- Support special projects and strategic initiatives, including knowledge management, integrations, and process optimization efforts.
- Account & Relationship Management
- Guide Facility Coordinators in developing and maintaining Joint Account Plans.
- Foster strong relationships with customers and internal partners to promote collaboration, issue prevention, and effective problem resolution.
- Monitor account health and proactively address operational risks.
- Qualifications & Experience Required
- Bachelor's degree or equivalent professional experience; MBA preferred.
- Minimum 5 years of customer service, operational leadership, or facilities managment experience.
- Minimum 3 years of management experience leading customer-facing teams, including coaching leaders and managing escalated customer issues.
- Experience working within a high-growth, customer-centric environment.
- Proven ability to improve operational performance, customer satisfaction, and team engagement.
- Preferred
- Experience within an Enterprise SaaS organization.
- Knowledge of facilities management, work order management, maintenance operations, or contractor services.
- Experience supporting multi-site or geographically distributed teams.
- Key Competencies
- Strategic and operational leadership
- Customer-focused decision making
- Process improvement and continuous improvement methodologies
- Team development and employee engagement
- Strong problem-solving and analytical skills
- Excellent verbal, written, and presentation communication skills
- Ability to influence stakeholders across all organizational levels
- Adaptability and effectiveness in dynamic environments
- Strong ownership mentality with a results-driven approach
Preferred Qualifications
- Bachelor's degree or equivalent professional experience; MBA preferred.
About Fluke - Level 3
Industrial technology company providing essential, mission-critical workflow solutions.
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