Protocols and Process Manager

ABM (NYSE:ABM), which operates through its subsidiaries (collectively "ABM"), is a leading provider of integrated facility services. With over 100,000 employees, ABM provides commercial cleaning and maintenance, facility engineering, energy efficiency, parking and security services for thousands of commercial, industrial, government and retail clients across the United States and various international locations. Learn more at www.abm.com.

Position Summary 

This person is responsible for successfully developing all plans, protocols, and procedures that outline how ABM supports the client.  They will coordinate and direct all janitorial training activities within the assigned area of the campus through their Employees to ensure the highest client and customer satisfaction levels as well as account retention with strong employee relations. A key focus of this role is the development of step by step processes, providing hands on training and experiential learning in order to meet client expectations and high quality standards. This person will also be responsible for staying engaged with the client and writing changes to plans, protocols and procedures based on the clients needs. Specific tasks are not guaranteed, therefore, must be flexible in performing assigned duties as outlined below:  

Essential Job Functions and Qualifications

• Structure agenda for daily standup meetings with entire staff. 
• Gain a deep understanding of ABM Industries' technical processes, services, and systems.
• Translate complex technical information into user-friendly and easily understandable documentation.
• Work closely with various teams, including engineering, product development, and customer support, to gather information and ensure alignment in documentation.
• Outline each job function by SOW with clear and concise plans and procedures.
• Provide training in a manner that allows all learning styles the ability to comprehend and apply the training materials. 
• Work closely with Foreman to ensures established SOPs are followed. 
• Perform audits with team members and coaching to explain the WHY. 
• Draft changes as needed on SOPs due to new guidelines or client needs. 
• Establish training plans for team members and supervision. 
• Coordinate training materials with UIS for approval prior to implementation. 
• Work with ABM Safety to ensure all SOPs are acceptable and look at risk to determine if additional materials are needed for training. 
• Lead a team of admin assistants who will be preparing documentation and keeping the archived records on ABM systems. 

*Job duties may be modified at any time. 

Qualifications: Experience & Skills

• Strong commitment to service and quality standards as well as client satisfaction. Ability to take the lead in client communication regarding our programs and services as well as performance under the contract. Provide feedback to management as needed on unique client requirements and opportunities to expand the client relationship.
• Proven experience in technical writing, preferably in a technology or facility management industry.
• Familiarity with industry-standard documentation tools and software.
• Demonstrated experience in coaching, motivating, developing and leading a team. Knowledge of human resource policies and practices, and safety policies. 
• Knowledge of CleanRoom classifications

Minimum Requirements

• Must be able to perform all aspects of the above job duties.
• Must have ability to communicate at a high level and deliver training methodologies to a large group.
• Must be flexible w/ schedule & assigned duties.
• Must be knowledgeable of and able to comply with all Safety standards.
• Adhere to strict safety, quality & production standards. 
• Must be able to utilize MS Office Suite and provide presentations to ABM and Client Senior Leaders. 
• Must be able to lift 25lbs.
• Ability to walk, stand, reach, bend, crouch, kneel and lift for 8 to 12 hours per day.
• Ability to work with other crew members and be able to take direction from Supervisors.