Soft Services Continuous Improvement Manager

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

📋 Description

• Recognize and enhance operational efficiency and service delivery improvements across soft services accounts and at the enterprise level.

• Evaluate service execution, KPI trends, labor utilization, financial performance, and client relationships to pinpoint the root causes of under-performing accounts.

• Identify and eliminate excessive operating expenses at client locations.

• Develop business cases and financial models to prioritize improvement initiatives based on P&L impact and feasibility.

• Create solutions with Client Services and business support teams to enhance account performance.

• Initiate and lead margin recovery projects, defining scope, timelines, deliverables, and success metrics.

• Monitor and report project progress and financial impact to enterprise leadership, raising alerts regarding risks and resource requirements.

• Establish governance and accountability frameworks to maintain performance gains.

• Standardize best practices through playbook development and generate case studies and proposal content.

• Assess staffing models, scheduling practices, and resource allocation to uncover labor efficiency opportunities.

• Minimize overtime and premium labor through enhanced scheduling and workforce planning.

• Collaborate with account and site leadership to optimize crew sizes and align labor expenses with contracted scope.

• Identify skill gaps and training requirements that hinder productivity and service quality.

• Decrease reliance on external vendors through insourcing, process development, and training.

• Promote the adoption and expansion of C&W Services’ AI-enabled tools and platforms.

• Discover automation opportunities for labor-intensive or manual processes.

• Collaborate with TechOps and Business Optimization to pilot, deploy, and scale AI-driven solutions.

• Partner with Finance, Business Development, Commercial Operations, and Human Resources.

• Aid in new business development, account growth, and client transitions utilizing CI insights and best practices.

⛳️ Requirements

• Bachelor’s degree in facilities management, business, or a related field, or equivalent professional experience.

• 7+ years of experience in soft services operations or facilities management, including exposure to multi-site or portfolio-level account management.

• Proven track record of delivering measurable P&L impact through operational improvement initiatives.

• Strong analytical abilities using financial and operational data, including labor utilization, KPI performance, and budget adherence.

• Comprehensive understanding of P&L management, budgeting, and financial statements.

• Capability to translate operational decisions into financial outcomes.

• Experience leading cross-functional projects from scoping and chartering through to completion with quantifiable results.

• Familiarity with quality inspection systems, work order platforms, or other soft services management platforms.

• Willingness to travel to client sites as necessary; 50% travel required.

• Must reside within the Midwest or East Coast.

• Lean Six Sigma certification is preferred.

• Experience in deploying or scaling AI-enabled tools within janitorial, office and mailroom, or groundskeeping services is preferred.

• Prior experience in continuous improvement, operational excellence, or process improvement within soft services or a related services industry is preferred.

• Experience in optimizing workforce structure and labor expenses is preferred.

🏝️ Benefits

• Health insurance

• Vision insurance

• Dental insurance

• Flexible spending accounts

• Health savings accounts

• Retirement savings plans

• Life insurance

• Disability insurance

• Paid and unpaid time away from work

• Competitive pay