Director of Operations

Position Description –Director of Operations

Reports to CEO

Direct Reports/ Exempt - Operational Department/Exempt

Work Location -Corporate Office

Position Summary and Objectives

This position is responsible for planning, developing, implementing, optimizing, and maintaining a comprehensive and integrated program to improve productivity, reduce operational cost, and improve customer and employee retention for Ambassador Services, LLC commercial cleaning business unit.

Responsibilities include but are not limited to: daily communication with assigned clients, daily management of contractors and employees. Daily planning, scheduling, dispatching and monitoring special service request, scheduling preventive equipment maintenance, ensuring accurate and timely contractors’ payment for services performed.

This individual will participate as a member of the leadership team, working collaboratively with directors and managers from different department to improve employee and customer experience. The successful candidate will develop a roadmap to promote employees’ tenure, and customer loyalty.

Primary Responsibilities and Key Deliverables:

Administrative and Supervisory Responsibilities

· Manage and direct employees and contractors on day-to-day responsibilities, new customer requests, service issues and special projects.

· Create a department strategic plan which complies with and enhances the company-wide strategic business plan.

· Ensure adherence to key performance objectives to meet business and customer expectations.

· Identify patterns and problem areas and implement effective solutions to increase efficiency.

· Project a positive image of the organization to employees, customers, industry, and community.

· Maintain extensive knowledge of Company’s products and services.

· Attend project status meetings and participate in client Business Quarterly Reviews (QBR) with Customer Success Managers.

· Collaborate with the leadership team and other departments as a unit to promote efficient communication efforts across the business.

· Best practices research, recommendations, and implementation.

· Avoid legal challenges by complying with federal, state, and local legal requirements.

· Implement sales plans to meet business goals.

· Other job-related duties as assigned.

Customer and Financial Responsibilities

· Provide effective team and project management duties, including overseeing project completion timelines, monitoring project costs, and ensuring client needs are met.

· Execute overall management responsibility around client implementation.

· Evaluate client satisfaction based on various reports and customer feedback.

· Improve customer service and satisfaction through policy and procedural changes.

· Develop and manage relations with business lines at multiple levels in organization.

· Address client requests in a timely manner.

· Review, analyze, and evaluate business procedures.

· Responsible for maintaining an operations continuity plan and overall budget metrics system that promotes accountability from subordinates and peers.

· Responsible for job revenue and profitability.

· Identify and develop new product concepts.

· Develop and manage relations with key client stakeholders.

· Identify initial solution requirements through discovery sessions with clients.

· Collaborate with director and manager of other departments on strategies to improve customer satisfaction levels, and customer retention.

· Identify resources required for project completion.

· Lead and engage project managers capable to handle projects independently.

· Direct development of technical and operational strategy.

Employees and Performance

• Collaborate with leadership to build an environment of collective responsibility and accountability.
• Provide outstanding leadership to team members, including opportunities for coaching and development, to maximize work output and work quality.
• Work with human resources (HR) to enhance candidate and new hire experience, ensure employee satisfaction is high and productivity is continually increasing.

· Assist with the roll-out and implementation of key HR programs including performance management, learning & development, and programs to attract, retain and promote a diverse workforce for the organization.

· Implement policies and procedures that will improve day-to-day operations.

· Communicate and explain new directives, policies, or procedures to managers, meets with entire operations staff to explain changes, answer questions, and maintain morale.

· Develop long-term strategies and sponsors key initiatives to promote and achieve a culture of service excellence and employee engagement.

· Driving a listening culture and build feedback mechanisms into employee engagement activities and internal communications to enable employees to have an opportunity for dialogue.

· Drive projects which contribute to a high performing organization closely linked to our values and culture.

• Participate in the hiring and training of departmental managers and supervisors.
• Organize and oversee the work and schedules of departmental managers.

· Drive and leading performance reviews, to ensure engaged and skilled workforce.

• Handle discipline and termination of employees as needed and in accordance with company policy.
• Ensure work environments are adequate and safe.

• Develop and execute annual budgets and proposals, timelines, and creative design to increase employee engagement and to sustain the employee culture.

• Develop employee recognition strategies to include reviewing, evaluating, and making recommendations for departmental recognition programs.
• Participate in ongoing analysis of key data identifying trends. Develop, evaluate, and implement new processes to ensure employees are informed of company and initiatives, and programs.
• Collect timely data to support business initiatives through focus groups, surveys, one-on-one interviews, and other methodology; evaluates and applies the data to support decisions.
• Strategically collaborate with and build relationships across functional divisions, internal and external key stakeholders.
• Assess and analyze targeted stakeholders to enable strategic design and implementation of initiatives.
• Research, evaluate, and select vendors according to requirements aligned with the request for proposal.

Required Skills and Competencies:

· Ability to learn, apply and interpret knowledge of policies, procedures, practices, business theories and systems.

· Ability to follow up with multiple stakeholders and complete given tasks and deliverables.

· Use a need-based marketing methodology to achieve goals and position for long-term results.

· Business & Industry Knowledge: Use existing knowledge of the commercial cleaning industry and specific dynamics of the building and facilities markets, understand human capital, and use economic and financial data to understand potential clients' businesses.

· Company & Solution Knowledge: Understand the Company and its people, processes, and solutions; exemplify our vision and values, describe our services and solutions, and optimize our resources and technology as tools to drive business.

· Individual Effectiveness: Drive business results by leveraging and expanding personal capabilities and qualities, including initiative, decision making, planning, and resilience.

· Relationship Building: Build relationships both internally and externally for the purpose of fostering collaboration across several entities.

· Compliance: Adhere to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.

Minimum Education and Experience:

• 15+ years of experience in commercial cleaning and leadership role.

· Proven ability to forecast labor, materials, equipment accurately and otherwise manage budgets.

· Professional and proactive work ethic.

· High competence in project and stakeholder management.

• Ability to learn, apply and interpret knowledge of policies, procedures, practices, business theories and systems.
• Ability to demonstrate a professional demeanor and promote business culture.
• Ability to take ownership and accountability of the requirements of the job.
• High level of attention to detail, take initiative, problem-solve independently or collaboratively, depending on the situation, and display personal organizational skills.
• Proven ability to multi-task effectively in a fast-paced environment.

• Strong verbal and written communication skills.
• Previous experience of managing operational outcomes through an outsourced vendor.
• Demonstrated ability to balance services from internal and external sources.
• Strong ability to work with peers as a team.
• Strong analytical and problem-solving skills.
• Proficient at mathematics and finance statements.
• Goal-oriented with proven ability to get results.
• Setting operations targets.
• Maintaining and increasing standards of customer service.
• Competency in Microsoft applications including Word, Excel, and Outlook.
• Drive excellent self-risk performance requirements to promote a safe work environment.