Job Title

Senior Manager, Frontline Capability

Job Description Summary

The Senior Manager, Frontline Capability leads the design, development, and scaling of capability programs that elevate frontline operational performance across the organization. This role ensures maintenance, engineering, and janitorial capability building is standardized, scalable, and aligned with enterprise expectations—centralizing best practices, reducing variation, and strengthening execution across accounts.



This individual serves as a key connector between Centers of Excellence (COEs), Account Teams, and field operations to translate technical standards, compliance requirements, and best practices into practical, field-ready capability programs. The role also owns governance of standard operating procedures (SOPs), service delivery playbooks, and knowledge management to ensure consistency, accessibility, and ongoing relevance.

Job Description

Key Responsibilities

1. Capability Strategy & Program Design

• Lead the design and continuous evolution of frontline capability programs, with primary focus on maintenance and engineering (M&E) competency development
• Translate COE standards, regulatory requirements, and technical best practices into structured, scalable learning journeys and field-ready programs
• Build comprehensive capability pathways that integrate:
  • Technical M&E skills
  • Preventive maintenance practices
  • Asset reliability fundamentals
  • Work order and CMMS execution excellence
  • Safety and regulatory compliance expectations
• Partner with Learning Design & Experience to ensure content is instructionally sound, scalable, and aligned to enterprise learning standards
• Collaborate with Safety, Engineering, and Client COEs to align programs with enterprise standards and job architecture
• Maintain and refresh janitorial capability programs to ensure alignment, while prioritizing expansion of M&E capabilities

2. Field Deployment & Operational Enablement

• Own the enterprise rollout strategy for frontline capability programs, including deployment planning, readiness assessments, communication, and reinforcement models
• Partner closely with the Manager, Field Enablement & Delivery to ensure effective field adoption, facilitation, and reinforcement
• Ensure programs are practical, accessible, and drive measurable improvements in asset care, maintenance execution, and operational decision-making
• Equip leaders with toolkits, job aids, and coaching frameworks that reinforce consistent behaviors and performance expectations
• Establish mechanisms for peer learning, cross-site knowledge sharing, and community-based reinforcement (e.g., user groups, cohorts, communities of practice)

3. Partnership & Best Practice Centralization

• Serve as a strategic partner to COEs and Account Teams to ensure capability programs reflect real-world conditions and operational priorities
• Support COEs in translating technical standards into scalable processes, tools, and training assets
• Partner with Account Teams to assess site conditions, engineering maturity, and workforce capability needs
• Identify, capture, and institutionalize best practices from high-performing accounts into enterprise capability programs

4. Program Management, Governance & Measurement

• Establish and manage program governance, including roadmaps, implementation plans, and adoption tracking
• Define success metrics and monitor program effectiveness using data from Learning Operations, COEs, CMMS insights, audits, and field feedback
• Partner with Learning Operations & Effectiveness to build dashboards and reporting that measure adoption, capability growth, and operational impact
• Ensure SOPs, playbooks, and capability programs remain current, compliant, and consistently executed across all regions and accounts

5. Continuous Improvement & Field Insight Integration

• Conduct post-implementation reviews, capability assessments, and site visits to evaluate program effectiveness and identify improvement opportunities
• Continuously enhance programs based on evolving enterprise standards, technology changes (e.g., CMMS, mobile tools), and performance data