Operations Supervisor – Facility Services

Role Overview

• Manage, coach, and develop Account Managers to ensure performance and client satisfaction
• Conduct training, performance reviews, and regular feedback sessions
• Oversee onboarding of new clients and system training (ServiceSync WOM)
• Support recruitment and interviews for the team
• Ensure professionalism and strong client communication standards across the team
• Oversee repair and maintenance service delivery for multiple clients
• Act as escalation point for client issues and ensure timely resolution
• Lead monthly client meetings and ongoing client check-ins
• Review feedback and identify service improvement opportunities
• Collaborate with Sales (solutions, pricing) and Accounting (billing accuracy, escalations)
• Strengthen client relationships and identify upsell/growth opportunities
• Represent the company in Microsoft Teams and other client meetings
• Support execution of work orders and account management needs
• Manage vendor performance, expectations, and coordination
• Participate in after-hours on-call rotation
• Ensure quality assurance and service provider compliance
• Support onboarding, vetting, and development of vendor network
• Lead or support operational improvement and business growth projects
• Improve workflows, processes, and service delivery standards
• Address operational issues with practical solutions
• Monitor account manager performance and SLA compliance
• Conduct weekly team performance meetings
• Prepare monthly reports on operations and performance
• Support budgeting, cost control, and profitability targets (15% margin goal)
• Maintain software/system oversight and participate in UAT testing
• Provide performance, client, and financial updates to leadership
• Support strategic planning and process improvement initiatives
• Identify service gaps and recommend business growth opportunities
• Coordinate closely with Accounting for accurate billing and reporting
• Rotating on-call availability for after-hours support
• May handle additional projects or accounts as assigned by leadership

Requirements

• Excellent English communication (written and verbal)
• Experience in Facility Management, Repair & Maintenance, or similar service industry preferred
• Background in Account Management, Client Success, or service delivery strongly preferred
• Strong leadership and people management skills
• Experience working with vendors, contractors, or service providers
• Strong computer literacy (MS Office, service platforms, virtual tools)
• Comfortable leading Microsoft Teams client meetings
• Ability to manage multiple accounts in a fast-paced environment
• Sales or upselling experience

**Preferred Experience

• Facility management / repair & maintenance operations
• Supervising or mentoring account managers
• Service/work order management systems
• Client relationship growth / upselling
• Virtual client-facing roles

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• WFH, Night Shift