As an Operations Manager, you will play a pivotal role in ensuring the satisfaction of our clients within your designated territory. Your primary responsibilities will encompass the retention of existing weekly service contracts, maximizing revenue within existing customer accounts, subcontractor management, and partnering with sales to onboard new clients. Additionally, you will address customer concerns as you will be the primary point of contact for clients within your territory.
Key Responsibilities
1. Client Retention:
· Establish and maintain effective communication channels with clients or facility managers to understand their cleaning requirements and address any concerns or feedback from existing services.
· Proactively identify opportunities for improvement and offer value-added services such as carpet cleaning, stripping and waxing floors, disinfecting workspaces or other specialized cleaning procedures tailored to client needs.
2. Client Satisfaction & Quality Assurance:
· Ensure that cleaning services consistently meet or exceed client expectations by conducting regular inspections of facilities to assess cleanliness levels and address any issues promptly.
· Anticipate potential issues or challenges that may arise and take proactive measures to prevent or mitigate them.
· Act as a liaison between the client and subcontractors to facilitate smooth communication and project execution.
· Maintain open and transparent communication channels with clients, keeping them informed about service updates, changes, or improvements.
· Foster a culture of continuous improvement within the janitorial team, encouraging feedback, innovation, and learning from both successes and failures.
· Stay informed about industry trends and best practices to continuously innovate and differentiate services to retain clients.
Qualifications:
· Experience: Previous experience in janitorial services or related fields is appreciated, but not required. Customer Service experience is required and a vital part of this role.
· Management Skills: Strong leadership and management skills are essential for effectively overseeing a sub-contractor janitorial crew. This includes the ability to communicate, organize, to ensure that work is completed efficiently and to a high standard.
· Communication Skills: Clear and effective communication is important for coordinating with Pro Squared staff, clients and subcontractors. This includes verbal communication as well as written communication for things like creating schedules, reports, and communicating with clients via email or other channels. Spanish language skills are a significant plus.
· Organizational Skills: Management of sub-contractor schedules and assignments, gross profit, supplies, and other resources. Strong organizational skills are necessary to keep everything running smoothly and efficiently.
· Customer Service Skills: Interact with clients to understand their needs, address any concerns or issues, and ensure satisfaction. Therefore, good customer service skills are important for building and maintaining positive relationships with clients.
· Problem-Solving Abilities: In a dynamic work environment, problems and challenges are bound to arise. A successful operations manager should be able to identify issues, develop solutions, and implement them effectively.
· Knowledge of Cleaning Techniques and Products: While not always required, familiarity with various cleaning techniques, equipment, and products can be beneficial for effectively managing janitorial staff and ensuring that work is completed to a high standard.
· Flexibility and Adaptability: The janitorial industry can be unpredictable, with changes in schedules, client needs, and other factors. A successful operations manager should be flexible and able to adapt quickly to changing circumstances.
Benefits:
· Competitive salary and commission structure.
· Comprehensive health and wellness benefits.
· Opportunities for professional development and career growth.
· A dynamic and collaborative work environment.