The Facility Services Operations Supervisor leads and mentors a team of Account Managers supporting multiple clients, ensuring high-quality delivery of repair and maintenance services. The role is highly client-facing, focused on relationship management, operational excellence, and service growth across accounts.You will act as an escalation point for client concerns, oversee service delivery and vendor performance, support account growth opportunities, and represent the company in virtual client meetings. This role also collaborates closely with Sales, Accounting, Operations, and Executive Leadership to ensure strong service execution and financial performance.Key ResponsibilitiesTeam Leadership & DevelopmentManage, coach, and develop Account Managers to ensure performance and client satisfactionConduct training, performance reviews, and regular feedback sessionsOversee onboarding of new clients and system training (ServiceSync WOM)Support recruitment and interviews for the teamEnsure professionalism and strong client communication standards across the teamClient Management & Service DeliveryOversee repair and maintenance service delivery for multiple clientsAct as escalation point for client issues and ensure timely resolutionLead monthly client meetings and ongoing client check-insReview feedback and identify service improvement opportunitiesCollaborate with Sales (solutions, pricing) and Accounting (billing accuracy, escalations)Strengthen client relationships and identify upsell/growth opportunitiesRepresent the company in Microsoft Teams and other client meetingsAccount & Operational SupportSupport execution of work orders and account management needsManage vendor performance, expectations, and coordinationParticipate in after-hours on-call rotationEnsure quality assurance and service provider complianceSupport onboarding, vetting, and development of vendor networkProcess, Projects & Continuous ImprovementLead or support operational improvement and business growth projectsImprove workflows, processes, and service delivery standardsAddress operational issues with practical solutionsOperational Oversight & ReportingMonitor account manager performance and SLA complianceConduct weekly team performance meetingsPrepare monthly reports on operations and performanceSupport budgeting, cost control, and profitability targets (15% margin goal)Maintain software/system oversight and participate in UAT testingExecutive CollaborationProvide performance, client, and financial updates to leadershipSupport strategic planning and process improvement initiativesIdentify service gaps and recommend business growth opportunitiesCoordinate closely with Accounting for accurate billing and reportingAdditional RequirementsRotating on-call availability for after-hours supportMay handle additional projects or accounts as assigned by leadershipRequirementsExcellent English communication (written and verbal)Experience in Facility Management, Repair & Maintenance, or similar service industry preferredBackground in Account Management, Client Success, or service delivery strongly preferredStrong leadership and people management skillsExperience working with vendors, contractors, or service providersStrong computer literacy (MS Office, service platforms, virtual tools)Comfortable leading Microsoft Teams client meetingsAbility to manage multiple accounts in a fast-paced environmentSales or upselling experiencePreferred ExperienceFacility management / repair & maintenance operationsSupervising or mentoring account managersService/work order management systemsClient relationship growth / upsellingVirtual client-facing rolesBenefitsHMO with 1 free dependent upon hireLife Insurance20 PTO credits annuallyVL and SL cash conversionAnnual Performance-Based Merit Increases and Employee RecognitionGreat Company CultureCareer Growth and LearningWFH, Night Shift
4 months ago