Operations Manager

Modern Construction Services serves a variety of businesses and clients nationwide, managing and scheduling facility maintenance needs, repairs, renovations, and a wide range of construction-trade projects.

At Modern Construction Services, we’re searching for a senior leader to provide overall strategic direction and operational oversight for our Facilities Maintenance multi-client, nationwide work order management division.

In addition to the base salary, the position offers a quarterly, goal-driven, incentive bonus.

The Operations Manager will possess practical experience in providing outstanding customer service. In this role, you will supervise a team of service coordinators and relationship managers responsible for managing, processing, and fulfilling a large volume of work orders through the Fexa CMMS for our nationwide commercial facilities clients.

The ideal candidate will have an extensive background as a commercial service request provider, with a comprehensive understanding of developing and interpreting various scopes of work and repair for commercial facilities maintenance and construction trades.

The selected individual will have previously established and overseen departmental Key Performance Indicators (KPIs) and client Service Level Agreements (SLAs).

The Operations Manager will collaborate with the CEO and Senior Leadership on sales management, budgeting, and the establishment of both short-term and long-term departmental growth objectives.

Requirements

• 8+ years' customer service and high-volume work order management experience, with a proven track record of developing and executing customer service strategies that improve customer satisfaction and operational efficiency.
• 5+ years' in a management and leadership role.
• Oversee the day-to-day operations of the division, including staffing, training, performance management, and employee development.
• Optimize workflows, processes, and technologies to ensure efficiency, productivity, and cost-effectiveness.
• Track key performance indicators (KPIs), identify areas for improvement, and implement data-driven solutions.
• Ensure adherence to quality standards, compliance with regulations, and best practices in customer service.
• Work closely with other departments, such as accounting and HR, to ensure seamless collaboration and alignment.
• Develop and manage the division budget, including resource allocation and cost control.
• Identify and implement process improvements to enhance efficiency, reduce costs, and improve customer experience.
• Oversee the selection, implementation, and maintenance of call center technology, including CRM systems, call center software, and analytics tools.

Skills Required:

• Daily operational experience supervising a department of service coordinators and client relationship managers responsible for receiving, processing, and completing work orders and tickets through client portals (ServiceChannel, Corrigo, Coupa) and Fexa CMMS.
• Strong understanding and ability to write commercial subcontractor scope of work and related trade services.
• Strong Analytical skills: trend identification and reporting, data visualization and analysis.
• Previous experience supervising personnel, training and evaluating staff, and utilizing effective leadership.
• Operate accurately and effectively within a high-volume environment, working with a sense of urgency, entering data into work-order systems, accounting platforms, and databases.
• A “customer service culture” where your communication and interaction uses a positive tone, building comfortable and positive relationships with employees, subcontractors, vendors and clients.
• Strong verbal and written communication skills, including the ability to understand employee, vendor and client needs, taking “problem-solving ownership”.
• Operate in an environment of sensitive financial and client information, understanding the need for confidentiality and maintaining data-protection processes and best practices.

Education and Experience:

• At least 5 years of dynamic service-provider experience in a high-volume, multi-client, commercial properties environment.
• At least 3 years in management and supervisory capacity.
• Bachelor’s degree preferred in Business Administration or related Facilities Management field.
• Certification(s) preferred in supply chain management, project management, CMMS, IFMA, IICRC, and Facility Risk Management.

Benefits

• On-Target Bonus based on achieving performance goals.
• Annual profit sharing.
• Medical, vision, and dental.
• Flexible Spending Accou