Manager, Cleaning Operations

Impact Cleaning Services; Toronto; On-site; CAD 75,000 - 90,000; Full time

Benefits offered by this job

Car allowance

Group health benefits included

Job summary

Impact Cleaning Services is seeking a Manager, Cleaning Operations to own a portfolio of accounts, lead Cleaning Supervisors and service teams, and drive margin and client satisfaction. You will be the primary liaison with clients, coach supervisors, and manage budgets, compliance, and service delivery in this field-based role.

The position offers direct access to the VP of Cleaning Operations, a path to Account Director roles, and a compensation package including base salary, bonus tied to

Qualifications

• Proven managerial and leadership experience running teams and client portfolios in a fast-paced, service-based environment.

Responsibilities

• Serve as the lead point of contact for every account in your portfolio.
• Meet with customers routinely and build lasting relationships.
• Identify productivity gaps in accounts to improve margin and efficiency.
• Ensure health and safety and job-specific training compliance across accounts.
• Find cost savings without compromising quality.
• Walk facilities, perform inspections, and verify standards.
• Report account status clearly and on time.
• Ensure teams and any service providers are presentable and aligned with scope and budget.

Skills

Team leadership

Client portfolio management

Data analysis

Problem-solving

Interpersonal skills

Job description

Position Title: Manager, Cleaning Operations

Department: Cleaning Operations

Reports To: Vice President, Cleaning Operations & Client Services

About The Role

You're picturing a guy with a clipboard checking if the bathrooms got mopped. Fair guess. Wrong job.

This role owns a portfolio of accounts, the people who service them, and the numbers behind both. You're the lead point of contact for your customers, the person who builds and coaches your supervisors and cleaning teams, and the one accountable for margin, not just cleanliness. If a client relationship needs saving or a budget needs tightening, that's your job, not someone else's.

Why this role

A massive opportunity for your career. You get a real portfolio to run, a team to build, and a direct line to the VP of Cleaning Operations. This is a launchpad role. Run it well and there's a clear next step up.

An amazing company to work for. Impact has been in this business for over 70 years. Our employee NPS sits at +52. Our turnover runs near 30% against an industry average near 300%. We're family-owned, no outside capital, no private equity dictating how we run the business.

A people-first organization. We hire for character over credentials. We invest in developing our people, not just extracting output from them. If you build a strong team here, the company notices and rewards it.

Meet Impact

Impact Cleaning Services has spent 70+ years earning trust by doing the work right and treating clients like partners. We've grown from an 8-figure business to a 9-figure business, and we did it without losing what made us good: ownership, honesty, and people who actually care about the outcome.

This role exists because our accounts and our teams need a leader on the ground who owns both the client relationship and the numbers. Someone who can walk a facility, coach a supervisor, and read a P&L in the same day.

The opportunity

You'll own a portfolio of accounts end to end. That means the customer relationships, the service delivery, the compliance, the budgets, and the team of Cleaning Supervisors, Cleaning Leads, and Quality & Service Specialists who report to you. You'll be in the field doing inspections, in the room with clients building trust, and in the numbers finding where to save or grow.

What We Offer You

• The market. Commercial cleaning is a massive, steady industry, and portfolio management is where you build the operating skills that carry into bigger roles.
• Access. You report directly to the VP of Cleaning Operations and get real visibility into strategic decisions, not just execution.
• Comp that rewards performance. Base salary of $75,000–$90,000, a 10% bonus tied to gross profit expansion and employee retention (plus a company performance modifier), and commission of 10% of gross profit on any net-new extra services you sell within your portfolio. Car allowance and group health benefits included.
• Career growth. We build our next Account Directors and VPs from inside. This role is a proving ground, not a ceiling.
• Investment in you. Real coaching, real feedback, and a company that wants you developing, not just delivering.

What we expect from you

Manage

• Serve as the lead point of contact for every account in your portfolio.
• Meet with customers routinely. Build relationships that last, not just get you through the renewal.
• Find the productivity gaps in your accounts before they cost you.
• Keep every account compliant with health & safety and job-specific training requirements.
• Find the cost savings that don't touch quality.
• Walk the facilities. Run the inspections. Know if your teams are hitting standard, don't guess.
• Report on account status clearly and on time.
• Make sure your people and any Authorized Service Providers show up presentable and on-purpose.
• Hit scope and service standards while protecting and growing the budget.

Support

• Support the operations team with inventory, controls, and training when needed.
• Recruit, interview, and onboard new employees and Authorized Service Providers.
• Spot your strong performers and put them on a growth path.
• Coach and mentor your cleaning staff on a regular basis, not just when something's wrong.

Collaborate

• Work with leadership to shape strategic and operational goals.
• Keep communication with leadership open and proactive, no surprises.
• Partner with sales to find and grow opportunities in your territory.
• Take on what needs doing, even if it's not on this list.

Results we expect (year one)

• 95% revenue retention across your managed portfolio.
• QA scores at or above standard, consistently.
• Labour cost controlled to budget.
• eNPS and turnover for your team within target.
• Client escalations resolved within SLA, every time.

Requirements

• Experience: Proven managerial and leadership experience running teams and client portfolios in a fast-paced, service-based environment.
• Abilities: Strong problem-solving and critical-thinking skills, strategic planning ability, solid data analysis skills, and the ability to train and coach people effectively. Strong interpersonal skills, you'll be building relationships with clients and staff daily.
• Mindset: You own outcomes. You're agile when things change, a real partner to your clients and your team, progressive about finding better ways to work, persistent when it's hard, and consistent when no one's watching.

Location

Field and site-based work is part of this role. Facility tours and inspections are regular, not occasional. After-hours, weekend, and holiday availability is sometimes required when an account needs it. Expect to lift up to 50 pounds occasionally and to spend real time both on-site and in front of a screen managing reports and budgets.

Compensation

Base salary: $75,000–$90,000, based on experience. Bonus: 10%, tied to 101% GPX (gross profit expansion) and employee retention rate, plus a company performance modifier. Commission: 10% of gross profit on any net-new extra services sold within your portfolio. Gross profit is calculated as revenue minus variable labor minus overhead and consumables (20%). Car allowance included.

What Success Looks Like

A year in, your portfolio is retained and healthier on margin than when you took it over. Your team is trained, coached, and sticking around. Clients call you when they need something handled, and they trust it gets handled. You've found savings without cutting corners, and you've grown revenue inside your own accounts. You're not just running the operation. You're building the track record that gets you promoted.

Our core values

• Be Agile. Things change. We move with them, not against them.
• Be Partners. With our clients, our team, and each other.
• Be Progressive. Better ways exist. We go find them.
• Be Persistent. Hard doesn't mean no.
• Be Consistent. Show up the same way, every time.

Equal Opportunity Statement

Impact is an equal opportunity employer. All applicants will be considered for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Interview Process

Please note that only qualified candidates selected for an interview will be contacted.

Accessibility Accommodation

Impact is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you are contacted for an employment opportunity, please inform Human Resources if you require accommodation.

Disclaimer

This job description is intended to provide an accurate reflection of the current role and the general nature of work performed. It is not a comprehensive inventory of all duties, responsibilities, or qualifications required. Management reserves the right to revise the job or assign different tasks as circumstances change.