Assistant Operations Manager

The Assistant Operations Account Manager will oversee the day-to-day operations of facilities management services for our clients, ensuring efficient and seamless delivery of services. This role combines operational management with client relationship management to ensure the successful execution of contracted services, client satisfaction, and the profitability of accounts.

Key Responsibilities:

Operations Management:

• Oversee the execution of facilities management services, ensuring compliance with contract specifications and client expectations.
• Develop and implement operational procedures, strategies, and service protocols to maximize efficiency.
• Process payroll and ensure compliance with local, state, federal and company policies.
• Monitor service delivery through regular site visits, audits, and performance reviews.
• Manage scheduling and resource allocation to ensure adequate staffing and service coverage.
• Analyze operational data and performance metrics to identify areas for improvement and implement corrective actions.
• Liaise with internal departments (e.g., HR, finance, procurement) to coordinate resources and support service delivery.
• Ensure all work is performed in compliance with safety regulations and industry standards.

Client Account Management:

• Serve as the primary point of contact for assigned client accounts, building strong relationships and ensuring client satisfaction.
• Maintain a deep understanding of client needs, contract terms, and expectations.
• Conduct regular meetings with clients to review service performance, address concerns, and identify opportunities for upselling or expanding services.
• Prepare and present regular reports to clients, highlighting service performance, incident resolutions, and key performance indicators (KPIs).
• Address and resolve any service issues, client complaints, or operational challenges in a timely manner.
• Produce and develop monthly, quarterly, and annual reports as required.
• Support contract renewals, amendments, and proposals, working with sales and senior management to ensure client retention and growth.
• Monitor, track, and update contractual changes accordingly.

Financial and Budget Management:

• Coordinate and communicate with the estimating and billing teams to ensure timely and accurate invoices are consistently generated.
• Monitor and control costs associated with service delivery, including labor, materials, and supplies.
• Review and analyze financial reports, including cost tracking, P&L statements, and forecasting, for internal stakeholders and clients.
• Maintain consistent and accurate profit margins per the contract/s.
• Communicate and coordinate with our estimating team to ensure updated rosters, staffing levels, are accurate and transferred to our billing team.
• Review and track down accounts receivable (Net 30 days)
• Identify opportunities for cost savings without compromising service quality or client satisfaction.

Team Leadership and Development:

• Lead, motivate, and manage a team of facility staff, technicians, and subcontractors to ensure high service standards.
• Conduct training and development sessions to improve team skills and performance.
• Manage performance evaluations, coaching, and disciplinary actions for direct reports.
• Foster a positive work environment focused on teamwork, accountability, and continuous improvement.

Compliance and Reporting:

• Ensure compliance with all health, safety, and environmental regulations in service delivery.
• Maintain accurate records of service activities, incidents, and audits.
• Prepare and submit regular reports to senior management regarding account status, operational challenges, and performance improvements.

Qualifications:

Education & Experience:

• Bachelor’s degree in Facilities Management, Business Administration, Operations Management, or a related field (preferred).
• Minimum of 3-5 years of experience in operations management or account management