Director Operations - Facilities

Professional Staffing; Canada; On-site; CAD 100,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation including bonus and profit sharing

Professional development support

Team events and activities

Job summary

Professional Staffing is seeking an experienced Account Director to manage a high-performing client services portfolio in Canada. This role demands a leader capable of overseeing client relationships, guiding a team of Account Managers, and addressing operational challenges directly.

The ideal candidate will have a strong executive presence, a proven track record in facility services, and the ability to drive revenue retention and service excellence. Join a growing company with significant opportunities for professional advancement and competitive compensation.

Qualifications

• 7–10 years of experience within commercial cleaning or facility services.
• 3–5 years managing client portfolios and operational/account teams.
• Proven success in retaining and growing enterprise accounts.

Responsibilities

• Lead the full account management function, including client relationships and operational performance.
• Manage and develop a team of Account Managers and Quality & Service Specialists.
• Maintain relationships with enterprise-level clients.

Skills

Leadership and team development

Client relationship management

Strong executive presence

Financial acumen

Tools

CRM platforms

BrightGo

HubSpot

Mero

Job description

My client is seeking an experienced, operationally driven Account Director to lead a high-performing client services portfolio within one of Canada’s fastest-growing facility services organizations.

This is not a traditional desk-based account management role. This position requires a leader who can confidently manage enterprise client relationships, lead and develop Account Managers, oversee multi-million-dollar portfolios, and step directly into operational challenges when needed.

The successful candidate will be equally comfortable leading executive business reviews with VP-level stakeholders and visiting client sites after hours to understand operational issues firsthand. This role demands accountability, presence, leadership, and a deep understanding of commercial facility services.

The Opportunity

Reporting directly to the Vice President, Client Services, the Account Director will oversee the full Account Management function for a specific division.

You will lead a team of Account Managers and Quality & Service Specialists while maintaining executive-level relationships across a portfolio of enterprise accounts. You will serve as the escalation point for major operational and client matters and play a key role in driving retention, profitability, and service excellence.

This is a highly visible leadership role with direct exposure to senior leadership and significant long-term growth potential.

Key Responsibilities

• Lead the full account management function, including client relationships, account health, renewals, escalations, and operational performance
• Manage, mentor, and develop a team of Account Managers and Quality & Service Specialists
• Maintain direct relationships with enterprise-level clients, including Directors, VPs, and Asset Managers
• Drive revenue retention and growth across the existing portfolio through service expansion opportunities
• Lead enterprise account renewals and proactively mitigate account risk
• Partner with Operations and Client Services teams to ensure consistent service delivery and issue resolution
• Oversee onboarding and implementation of large new accounts
• Maintain accurate account documentation and reporting within CRM and operational platforms
• Provide weekly reporting to executive leadership on portfolio performance, account risks, client satisfaction, and team effectiveness

Success Metrics

Performance in this role will be measured against:

• Portfolio revenue retention of 95%+
• Gross profit expansion across existing accounts
• Account health and quality performance metrics
• Client satisfaction and escalation resolution
• Team development, retention, and performance outcomes

What We’re Looking For

• 7–10 years of experience within commercial cleaning or facility services
• Minimum 3–5 years managing both client portfolios and operational/account management teams
• Proven success retaining and growing enterprise accounts
• Strong executive presence with experience leading QBRs/QPRs and managing senior client relationships
• Demonstrated leadership and team development capabilities
• Strong financial acumen with understanding of GP, margins, labor costing, and operational profitability
• Experience with platforms such as BrightGo, HubSpot, Mero, or comparable systems is considered an asset
• CIMS or ISSA certifications are an asset
• Multi-client or agency-style operational experience strongly preferred

Why Join Us

• Executive visibility and direct access to senior leadership
• Significant growth opportunity as the company expands across Canada and the US
• High-impact leadership role with real ownership and autonomy
• Competitive compensation structure including bonus and profit sharing
• Professional development and industry conference support
• Team events and company-sponsored activities

If you are a hands-on leader who thrives in fast-paced environments, values accountability, and enjoys balancing operational excellence with high-level client management, we would love to hear from you.

Candidates must be eligible to work in Canada