Job Title

Director, Client Services (Hard & Soft Services)

Job Description Summary

The Director, Client Services is responsible for the operations, growth, and profitability of the customer accounts for Life Sciences. The purpose of this position is to achieve the objectives of senior management with respect to market retention and growth in facility services and serve as the expert in the solutioning and pricing for Operations & Maintenance.

Job Description

Reporting Relationships

The Director, Client Services (Hard & Soft Services) reports to the Sr Director, Client Services and directly supervises Operations Managers, Area Managers, and/or Account Managers.  Additionally, the Director of Operations works with business development, finance, human resources, safety, and other functional staff to help achieve his/her objectives for business growth and retention. You will be responsible for 6 client sites located in Pleasanton, Freemont, Santa Clara, South San Francisco, Mariposa, and Carlsbad.

Outlined Responsibilities Below

Operations

• Pay: $145,000 to $175,000.
• Manages the Operations Team and Facility Managers who provide the day-to-day oversight to the customer locations.
• Establishes general and job specific performance standards and advises management/supervisory staff of standards and targeted yearly goals.
• Oversees and monitors staffing levels for all account locations, to determine optimum levels for accounts.
• Conducts site surveys/inspections with Operations Managers, Area Managers, Facility Managers, and customers, as well as unscheduled site audits to assess technical skill levels, production rates, and quality of service.
• Develops and implements quality assurance methods and procedures, overseeing and assessing quality levels achieved at individual accounts.
• Ensures the implementation of the company’s standardized work processes.
• Remains knowledgeable in new product/service delivery and communicates same to Operations Managers, Area Managers, and Facilities Managers.
• Understands and utilizes key technology applications.
• Coordinates and oversees all start-ups and transitions, providing the necessary liaison activities, planning, and control to ensure their successful completion.
• Demonstrates excellent interpersonal skills, being able to work effectively with all levels of employees, management, and clients.
• Develops effective working relationships with all clients for the delivery of contracted and new services.
• Establishes and maintains the respect and confidence of Operations Managers, Area Managers, Facility Managers, site personnel, and customers.

Business Development

• Proactively seeks new business through organic growth and new opportunities. 
• Growth may consist of new lines of service within an existing client site or a new business opportunity partner. 
• Assist in pricing, solutioning, and assisting in proposal development for all integrated services opportunities.
• Supports Business Development activity to help generate new accounts.

Finance

• Monitors/evaluates current and new account budgets, with emphasis on the management of overhead, labor, materials, and service contract expenses in order to achieve financial objectives.
• Utilizes the financial dashboard on a monthly basis.
• Ensures the Account Directors and Operations team are monitoring and reviewing payroll to ensure timely completion and processing and, working in conjunction with Account Managers, to ensure accuracy.
• Responsible for the Operations team managing the purchasing and inventory control functions for all responsible accounts.
• Closely monitors receivables, achieving the DSO target for his/her area of responsibility.
• Develops and administers cost containment/reduction activities among assigned accounts including OT and expenses.

Human Resources

• Screens, interviews, and selects Exempt personnel (Operations Managers, Area Managers, Facility Managers, and Supervisors), working in conjunction with Human Resources.
• Oversees the selection and hiring of Non-Exempt personnel (facilities staff), and ensures compliance with Federal, State, Local, and Compa