Manager, Facility Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the Facility Services team, ensuring that KPIs, objectives, and service standards are met.

• Implement daily management strategies to enhance and scale comprehensive work order management processes using ServiceChannel.

• Enhance operational efficiency through standardized procedures, effective resource management, and ongoing improvements.

• Navigate organizational complexities and prioritize competing demands.

• Advocate for an outstanding customer experience while balancing operational goals and business requirements.

• Contribute to revenue growth by providing high-quality, proactive services.

• Identify and address operational issues that impact customer satisfaction or service delivery.

• Maintain an understanding of customer accounts, associated business risks, and mitigation strategies.

• Lead, mentor, and develop members and leaders of the Facility Services team.

• Create professional development plans and offer performance feedback through audits, coaching, and evaluations.

• Ensure comprehensive training on systems, products, business processes, and best practices.

• Collaborate with Sales, Operations, Client Success, and other internal stakeholders.

• Communicate changes in processes, procedures, and priorities for effective adoption and implementation.

• Assist with special projects and strategic initiatives, including knowledge management, integrations, and process optimization.

• Guide Facility Coordinators in creating and maintaining Joint Account Plans.

• Cultivate relationships with customers and internal partners, monitor account health, and address operational risks.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience; MBA is preferred.

• At least 5 years of experience in customer service, operational leadership, or facilities management.

• Minimum of 3 years in a management role leading customer-facing teams, including coaching leaders and handling escalated customer issues.

• Experience in a high-growth, customer-centric environment.

• Demonstrated ability to enhance operational performance, customer satisfaction, and team engagement.

• Previous experience in an Enterprise SaaS organization is preferred.

• Familiarity with facilities management, work order management, maintenance operations, or contractor services is preferred.

• Experience in supporting multi-site or geographically distributed teams is preferred.

• Strategic and operational leadership capabilities.

• Customer-focused decision-making skills.

• Knowledge of process improvement and continuous improvement methodologies.

• Skills in team development and employee engagement.

• Strong problem-solving and analytical abilities.

• Excellent verbal, written, and presentation communication skills.

• Ability to influence stakeholders at all levels of the organization.

• Adaptability and effectiveness in fast-paced environments.

• Strong sense of ownership with a results-oriented mindset.

• Capacity to support a 24/7/365 operational environment as business needs dictate.

• Comfortable managing multiple projects, priorities, and deadlines concurrently.

🏝️ Benefits

• Medical, dental, vision, life, and long-term disability insurance.

• Health Savings Account (HSA).

• 401(k) retirement plan.

• Equal opportunity employer.

• Reasonable accommodations available for applicants with disabilities.