Senior Operations Manager, Facilities Management

Sr. National Account Operations Manager

Work Location

• Onsite – Akron, OH
• Division
• Facilities Management
• Team
• National Accounts
• Reports To
• Vice President, Facilities Management

Job Purpose

Responsibilities

• Account Operations: Lead the workflow and performance of operations teams supporting assigned national accounts, ensuring high-quality service, client objectives, and service-level KPIs are consistently achieved.
• Financial & Strategic Performance: Manage $10M–$40M in account revenue, with typical responsibility of $15M–$20M across seven to ten national accounts, while achieving sales growth, profitability, and strategic objectives.
• Client & Vendor Management: Build and maintain strong client and vendor relationships, oversee escalations and work orders, review subcontractor bids, resolve pricing discrepancies, and authorize work orders up to $100,000 within established guidelines.
• Service & Process Improvement: Monitor account workflows and performance metrics, identify service gaps and opportunities for improvement, and provide clients with recommendations, industry trends, and strategies to improve facility management processes and expenditures.
• Team Leadership & Development: Train, coach, and support team members; lead regular team meetings and team-building activities; and oversee operational projects and work orders from initiation through completion as needed.

Requirements

• Experience & Education: 7–9 years of related experience with a Bachelor’s degree in Business Administration preferred, or 9–11 years of related experience without a degree.
• Facilities Management: At least 7 years of experience resolving client issues within a commercial facilities management or property management environment.
• Customer Service Leadership: Demonstrated success leading a telephone-based customer service operation and managing client needs effectively.
• Technical & Computer Skills: Strong computer skills, including CRM software, data entry, scheduling, and reporting, with a strong working knowledge of commercial construction and general trades.
• Problem-Solving: Proven ability to analyze complex, large-scope problems, develop effective solutions, and implement strategies to achieve successful outcomes.

Do YOU have these qualities?