Confidential Facilities Maintenance CompanyDirector of Operations
Location: Remote – United States
Position Level: Senior Leadership
Travel: Occasional travel may be required
Position Summary
A confidential, nationwide facilities maintenance company is seeking an experienced and results-driven Director of Operations to lead multi-site service operations throughout the United States.
This senior leadership position is responsible for overseeing daily operational performance, developing and training high-performing teams, strengthening client service, managing vendor and technician performance, and ensuring consistent service delivery across multiple accounts and locations.
The ideal candidate will have extensive experience in facilities maintenance, national account management, work order management, team leadership, and operational process improvement. Candidates must be comfortable working within multiple facilities management platforms and using operational data, KPIs, and reporting tools to improve performance, accountability, profitability, and customer satisfaction.
Key ResponsibilitiesOperational Leadership
- Lead and oversee nationwide facilities maintenance operations across multiple client portfolios and service locations.
- Establish operational priorities, service standards, performance expectations, and accountability measures.
- Ensure work orders are properly assigned, monitored, completed, invoiced, and closed within client requirements.
- Manage daily service delivery, escalations, emergency requests, recurring maintenance programs, and special projects.
- Ensure consistent execution of company procedures, client specifications, service-level agreements, and contractual obligations.
- Identify operational risks, service gaps, and performance concerns before they affect client relationships.
- Partner with executive leadership to develop operational strategies that support company growth and profitability.
Team Leadership and Development
- Lead, coach, mentor, and develop operations managers, account managers, coordinators, dispatchers, and support personnel.
- Create structured onboarding and training programs for new and existing employees.
- Train teams on facilities management platforms, client requirements, work order procedures, communication standards, and escalation protocols.
- Establish clear roles, responsibilities, workflows, and performance expectations for operational teams.
- Conduct regular team meetings, coaching sessions, performance reviews, and development planning.
- Build a culture of accountability, communication, teamwork, urgency, and continuous improvement.
- Identify staffing needs and participate in recruiting, interviewing, hiring, and workforce planning.
Facilities Management Platforms and Technology
- Oversee operational activity within multiple facilities management and work order platforms.
- Maintain strong working knowledge of systems such as ServiceChannel, Corrigo, Fexa, Facil-IT, Salesforce, and similar platforms.
- Ensure teams accurately update work order statuses, notes, estimates, proposals, invoices, completion documentation, and client communications.
- Train employees on platform navigation, client-specific workflows, reporting requirements, and quality standards.
- Monitor data accuracy and ensure operational records are complete, timely, and properly documented.
- Work with leadership and technology partners to improve system utilization, reporting, integrations, automation, and operational visibility.
Client and Account Management
- Build and maintain strong relationships with clients, facility managers, property managers, and national account stakeholders.
- Participate in client meetings, performance reviews, business reviews, and service improvement discussions.
- Ensure client concerns and escalations are resolved promptly, professionally, and thoroughly.
- Monitor customer satisfaction and develop corrective action plans when performance expectations are not met.
- Collaborate with clients to understand their operational priorities, service requirements, and long-term goals.
- Support client retention, account growth, renewals, and expansion opportunities through exceptional service delivery.
Vendor and Technician Performance
- Collaborate with Vendor Relations, Compliance, Procurement, and Field Operations teams to maintain a qualified service network.
- Monitor vendor and technician performance, responsiveness, quality, pricing, communication, and work order completion.
- Ensure vendors and subcontractors follow client requirements, company policies, safety standards, and documentation procedures.
- Address recurring service failures, missed appointments, delayed work orders, excessive costs, and quality concerns.
- Support corrective action plans, vendor coaching, performance improvement, and replacement decisions when necessary.
- Assist with identifying service coverage gaps and developing reliable vendor resources in underserved markets.
Performance Management and Reporting
- Develop, monitor, and report on operational KPIs, including:
- Work order response and completion times
- First-time completion rates
- Open and aging work orders
- Client escalations
- Technician and vendor performance
- Estimate and proposal turnaround
- Invoice accuracy and processing
- Customer satisfaction
- Gross margin and account profitability
- Service-level agreement compliance
- Prepare weekly, monthly, and quarterly operational reports for executive leadership and clients.
- Use operational data to identify trends, improve decision-making, and implement measurable improvements.
- Create scorecards and accountability systems for teams, accounts, vendors, and service regions.
Financial and Business Management
- Monitor labor, vendor costs, pricing, margins, budgets, and account profitability.
- Review estimates, proposals, change orders, invoices, and service costs for accuracy and alignment with client requirements.
- Partner with Finance, Accounting, Sales, and Business Development teams to improve operational and financial performance.
- Identify cost-saving opportunities without compromising service quality or client satisfaction.
- Support annual budgeting, forecasting, staffing plans, and operational resource allocation.
- Ensure operational decisions support sustainable growth and company profitability.
Compliance and Risk Management
- Ensure operational compliance with client contracts, company policies, safety standards, licensing requirements, and applicable regulations.
- Collaborate with Compliance and Vendor Relations teams to confirm that vendors maintain appropriate insurance, credentials, and documentation.
- Ensure employees and service partners follow required safety procedures and client-specific protocols.
- Maintain accurate records related to work orders, incidents, escalations, vendor activity, and service performance.
- Support incident investigations, corrective actions, and risk-reduction initiatives.
Required Qualifications
- Minimum of 10 years of progressive experience in facilities maintenance, facilities management, field services, construction services, property services, or a related industry.
- Minimum of 5 years in a senior operations leadership role overseeing teams, accounts, or multi-site service delivery.
- Demonstrated experience managing national or regional facilities maintenance programs.
- Proven ability to lead, train, mentor, and develop operational teams.
- Ability to manage competing priorities and make sound decisions in a fast-paced environment.
- Strong proficiency with Microsoft Office, including Excel, Outlook, PowerPoint, and Teams.
- Ability to work independently and successfully lead teams in a remote environment.
Pay: $90,000.00 - $140,000.00 per year
Benefits:
- Health insurance
- Paid time off
Work Location: Remote
