Job Purpose:
The Operations Manager is responsible for daily janitorial operations, customer satisfaction, account retention, and employee relations. This role involves overseeing all operations for Day & Night shifts, supervising building supervisors, lead workers, and cleaning crews, ensuring that all mutually agreed-upon work with clients is completed fully, promptly, and efficiently, exceeding client expectations.
Duties and Responsibilities:
Essential Tasks:
- Provide consistent exceptional reaction time (under 12 hours to resolve complaints and under 2 hours to respond to voicemails/emails) for resolving customer issues and requests.
- Maintain a system of keeping track of all relevant outstanding work tickets, taking each of them to timely completion.
- Perform regular inspections of all job sites monthly and obtain monthly inspection signoffs from all subcontractors.
- Assign cleaning personnel to accounts and maintain supply and equipment needs for assigned accounts.
- Develop and maintain accurate work schedules and conduct monthly training sessions for employees and subcontractors.
- Conduct random audits of work performed and provide training as needed to ensure client expectations are met and exceeded.
- Maintain accurate and proper records like sign-off sheets, inspection reports, etc.
- Ensure that sign-off sheets and inspection reports are submitted within the designated timeframe.
- Take excellent care of company vehicles and equipment.
- Ensure that each site and work overall meets or exceeds financial ratios and targets set by the company.
- Continuously look for opportunities to offer TAG work on every visit and every inspection and expand company on every visit and every inspection.
- Recruit and hire new employees and subcontractors, ensuring redundant workforce capabilities for all locations.
- Focus and complete key priorities set by the company from time to time.
- Ensure that we have complete sets of keys for each serviced location.
- Undertake regular monthly reviews of all subs and janitors in your respective area, who report directly to you.
- Implement and maintain the GPS Utilization (Call-in/Call-out System) across your portfolio of sites.
- Attain gross margins on TAGs of over 40% and gross margins on recurring monthly janitorial work of at least 37%.
- Ensure overall customer satisfaction ratings at 95% or above.
- Maintain positive working relationship with clients. The client is "King".
- Always adopt a professional communication style with clients.
- When visiting clients, be neatly dressed and have the following: badge, clothing with company insignia or logo.
- Effectively communicate with the Director of Operations all conditions present at each site after inspections and suggest courses of action to resolve any issues and for continued improvement.
- Provide a weekly written report to the Director of Operations.
- Keep all information about important issues/requests ensuring this information is well organized and easily accessible upon request.
Qualifications:
- Previous Management experience in janitorial industry.
- Demonstrated experience in coaching, motivating, developing, and leading a team.
- Knowledge of human resource policies and practices, including development of staffing plans and job descriptions, employee relations, training, safety, benefit administration, and succession planning.
- Ability to create and forecast productivity, staffing, and budget plans.
- Highest level of commitment to client satisfaction and quality standards.
- Excellent problem-solving skills.
- Available to work between 8 am and 6 pm Monday through Friday with on-call availability every other weekend.
- Available for roughly 35% Travel.
- Strong business and marketing experience in B2B and B2C markets.
- Computer skills include Microsoft Word, Excel, Outlook, and Power Point.
- Ability to speak clearly and effectively for public speaking events, presentations, key customer meetings, and engagement with executive management.
- Both sales and marketing management experience desired.
- Bilingual in English and Spanish desired.
- Well organized and self-managed.
Requirements:
- Must be able to wear proper PPE for cleaning.
- Must be able to pass criminal background check and meet drug & alcohol policy requirements including pre-employment and random drug screen.
- Must have valid driver’s license, proof of insurance and clean driving record.
Education and Experience:
- Bachelor’s degree (B. A.) from four-year College or University preferred; or 5 years related experience and training; or equivalent combination of education and experience.
- Minimum of 5 years past supervisory experience in Janitorial industry.
- Experience in payroll, supervision, work duties, cleaning processes, cleaning equipment, and machinery.
- Experience in employee relations - hire, fire, correction, training, and placement.
Job Type: Full-time
Pay: $45,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Schedule:
- 10 hour shift
- 8 hour shift
- Monday to Friday
- On call
- Overtime
- Weekends as needed
Ability to Commute:
- Portland, OR 97221 (Required)
Ability to Relocate:
- Portland, OR 97221: Relocate before starting work (Required)
Work Location: In person