Operations Manager

· Maintain exceptional service quality across key customer accounts.

· Conduct regular inspections and quality assurance visits.

· Partner with Facility Solutions Managers and Night Managers to resolve service issues and improve client satisfaction.

· Ensure corrective actions are completed and verified.

· Deliver a consistent "WOW Experience" to customers.

· Assist in selecting Independent Contractors (ICs) for new and reactivated accounts.

· Conduct customer walkthroughs and support successful account transitions.

· Work closely with contractors during account startups to ensure service expectations are met from day one.

· Lead, coach, and develop Night Managers and operational team members.

· Create accountability through training, inspections, communication, and follow-up.

· Evaluate and develop the Senior Night Manager with the goal of expanding leadership responsibilities.

· Support implementation of company policies, procedures, and continuous improvement initiatives.

· Oversee commercial floor care equipment across the territory.

· Troubleshoot and coordinate repairs for scrubbers and other cleaning equipment.

· Ensure proper maintenance schedules and preventative care are followed.

· Support Night Managers and contractors with equipment-related issues to minimize service disruptions.

· Conduct planning meetings regarding new starts, staffing needs, contractor coverage, and scheduling.

· Address operational challenges including:

o Customer complaints

o Contractor issues

o Equipment repairs

o Missed services

o Emergency service needs

· Monitor inspection performance and account coverage metrics.

· Track operational reports, account visits, and service quality measures.

· Maintain accurate account information, schedules, alarm codes, and after-hours contact records.

· Coordinate inventory management and product deliveries.