Director of Janitorial Operations

Job Overview:

The Account Director oversees the execution of contract deliverables, client satisfaction, and financial performance for assigned accounts.

Primary Responsibilities:

• Serve as the main point of contact for all client-related issues.
• Manage the P&L for contracts, reviewing monthly financial reports for accuracy and continuous improvement.
• Participate in weekly/monthly KPI, P&L, operations, and maintenance calls.
• Adhere to, track and analyze data to support performance management (KPI’s and SLA’s).
• Lead weekly one-on-one meetings with direct reports.
• Develop and execute strategies to deliver quality services across all client locations, including creating a monthly visit calendar for routine client contact and account supervision.
• Plan, execute, and bill for wet work projects using Salesforce Field Service and work order management systems.
• Conduct weekly store visits based on account size and provide reports to clients and direct reports.
• Drive add-on sales and project work for new and existing customers, training QA Managers on the process.
• Respond to all requests within a timely manner and provide action plans within 24 hours.
• Acknowledge customer emails and/or phone calls within 3 hours.
• Update Account Manager with IVR changes if applicable.
• Approve expense reports in Paycom.
• Review daily IVR reports.
• Handle confidential and sensitive information with discretion.
• Recommend and implement new or modified systems and programs in collaboration with clients.
• Meet with clients and contractors to plan, organize, and adjust services as needed.
• Monitor workflow and quality to ensure timely completion and adherence to company standards.
• Submit equipment repair requests same day as needed and follow up for status updates.
• Assign tasks to staff and assume Quality Assurance Manager responsibilities when needed.
• Prepare and review performance evaluations for direct reports.
• Interview independent contractors for bids and services, with VP of Operations approval.
• Conduct in-person visits or ride-alongs with direct reports monthly.
• Perform other duties as assigned by management.

Knowledge, Skills, and Abilities:

• Strong written and verbal communication skills.
• Ability to interpret and convey detailed instructions effectively.
• Excellent multitasking, prioritization, and organizational skills.
• Demonstrates initiative, responsibility, and leadership.
• In-depth knowledge of contract administration and office procedures.
• Ability to use environmental knowledge to achieve goals.
• Willingness to travel extensively.
• Minimum 5 years in a director-level role or 7 years in facility services management.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• At least 2 years of experience in floorcare or janitorial management.
• Education/Certification:
• Bachelor’s degree from an accredited university.

Physical Demands and Work Environment:

• Frequent standing, walking, bending, stooping, and kneeling.
• Ability to lift 50+ pounds.
• Regular use of mobile devices and email for communication.
• Normal hearing and vision required for communication and document inspection.
• 90% travel, primarily by car, with extended sitting.

Personal Attributes:

• Leadership: Capable of guiding teams and managing relationships to deliver high-quality services.
• Communication: Effectively interacts with clients, vendors, and teams, both written and verbally.
• Problem-Solving: Quick to identify issues and resolve conflicts efficiently.
• Attention to Detail: Ensures consistency, quality, and adherence to customer standards.
• Organization: Manages multiple tasks and accounts efficiently.
• Customer-Focused: Prioritizes customer satisfaction and retention.
• Adaptability: Comfortable with changes in client needs and schedules.
• Time Management: Effectively balances multiple projects and meets deadlines.
• Financial Acumen: Skilled in budget management, P&L oversight, and financial reporting.
• Integrity: Maintains professionalism and confidentiality in client relations.

Reporting Relationships: Reports to Regional VP of Operations.

Directly supervises: Assistant Account Director (if applicable) and Quality Assurance Managers.