Operations Account Manager - Facilities and Maintenance

We are an established Canadian facility, maintenance company. We provide a variety of services to large retail and commercial businesses nationally.

We have a competitive compensation & benefits plan including health, dental and vision, and a pension plan after 1 year.

The Operations Account Manager is responsible for managing customer relationships, operational performance, and financial results across an assigned territory. As the primary liaison between United and its customers, this role ensures service excellence, customer retention, workforce effectiveness, and operational compliance.

Working closely with Workforce Relations and Talent Acquisition, the Operations Account Manager proactively addresses customer needs, resolves operational challenges, drives revenue growth, and supports the recruitment, development, and retention of a high-performing workforce.

Serve as the primary point of contact for customers within the territory.

Build strong customer relationships through proactive communication and service support.

Conduct regular store visits, business reviews, and stakeholder meetings.

Manage customer concerns, escalations, and service recovery efforts.

Monitor service quality and implement improvement plans to enhance customer satisfaction.

Partner with Workforce Relations to monitor performance and implement improvement initiatives.

Collaborate with Talent Acquisition on workforce planning, recruitment, onboarding, and retention.

Ensure staffing levels align with customer and operational requirements.

Manage location performance, profitability, revenue retention, budgets, and cost controls.

Identify revenue growth opportunities, including contract expansions and special projects.

Support pricing, quoting, and business development initiatives.

Monitor financial performance, labor costs, materials, inventory, and company assets.

Coach, mentor, and support frontline teams to achieve operational excellence.

Support workforce development, training, and performance management initiatives.

Promote a culture of accountability, safety, continuous improvement, and customer focus.

Ensure compliance with company policies, customer requirements, and health and safety standards.

Drive adoption and effective use of operational systems and technology platforms.

Monitor key performance indicators, audits, inspections, quality standards, and service delivery expectations.