Operations & Quality Lead

ServiceMaster Clean of St John's; San Juan de Terranova; On-site; CAD 30,000 - 47,000; Full time

Job summary

ServiceMaster Clean of St John's is seeking an Operations & Quality Lead to oversee the day-to-day delivery of our commercial janitorial services. You will be in the field, visiting client locations, inspecting work, directing cleaning teams, and ensuring we meet our service standards.

This hands-on role requires ownership, attention to detail, clear communication, and the ability to balance multiple accounts.

Qualifications

• Dependable with proven ownership and accountability.
• Strong attention to detail and ability to enforce cleaning standards.
• Excellent communication with staff, managers, and clients.

Responsibilities

• Conduct regular inspections at client locations to ensure cleaning standards and scopes of work are being met.
• Document deficiencies, photos, corrective actions, and inspection results.
• Communicate issues to cleaning staff and ensure corrective work is completed.
• Follow up and re-inspect when necessary.
• Identify recurring quality issues and work with the Manager and cleaning teams to resolve them.
• Proactively address service concerns before they become client complaints.
• Assist with client walkthroughs, follow-ups, and new account start-ups.
• Maintain a regular presence across assigned client accounts.
• Provide direction, coaching, and support to cleaning staff.
• Assist with onboarding, site orientation, and training of new employees.
• Help coordinate coverage for call-ins and employee absences.
• Communicate schedule changes and operational priorities to staff.
• Address routine service and performance issues, escalating larger concerns to the Manager when appropriate.
• Step in with hands-on operational support when needed to ensure service commitments are met.
• Monitor cleaning supplies and inventory at client locations.
• Coordinate and complete supply deliveries as required.
• Identify equipment issues and help coordinate repairs or replacements.
• Ensure cleaning teams have the supplies and equipment needed to perform their work effectively.

Skills

Dependable

Attention to detail

Communication

Organizational skills

Problem solving

Field operations

Travel readiness

Job description

We are looking for a dependable, organized, and proactive Operations & Quality Lead to play a key role in the day-to-day delivery of our commercial janitorial services.

Working closely with our Manager, you will be our eyes and ears in the field — visiting client locations, inspecting work, supporting cleaning teams, addressing service issues, and helping ensure the standards we promise our clients are consistently delivered.

This is a hands-on, field-focused role for someone who takes ownership, notices the details, communicates well, and follows through.

What You’ll Do

Quality & Account Support

• Conduct regular inspections at client locations to ensure cleaning standards and scopes of work are being met
• Document deficiencies, photos, corrective actions, and inspection results
• Communicate issues to cleaning staff and ensure corrective work is completed
• Follow up and re-inspect when necessary
• Identify recurring quality issues and work with the Manager and cleaning teams to resolve them
• Proactively address service concerns before they become client complaints
• Assist with client walkthroughs, follow-ups, and new account start-ups

Field Operations & Staff Support

• Maintain a regular presence across assigned client accounts
• Provide direction, coaching, and support to cleaning staff
• Assist with onboarding, site orientation, and training of new employees
• Help coordinate coverage for call-ins and employee absences
• Communicate schedule changes and operational priorities to staff
• Address routine service and performance issues, escalating larger concerns to the Manager when appropriate
• Step in with hands-on operational support when needed to ensure service commitments are met

Supplies & Equipment

• Monitor cleaning supplies and inventory at client locations
• Coordinate and complete supply deliveries as required
• Identify equipment issues and help coordinate repairs or replacements
• Ensure cleaning teams have the supplies and equipment needed to perform their work effectively

What We’re Looking For

• Is dependable, accountable, and takes ownership of their responsibilities
• Has excellent attention to detail and a strong eye for cleaning quality
• Is confident providing direction, coaching, and constructive feedback
• Communicates professionally with employees, management, and clients
• Is organized and capable of managing multiple accounts and priorities
• Can work independently, use good judgment, and solve problems in the field
• Takes initiative and addresses issues rather than waiting for them to be reported
• Is adaptable and willing to support the operation where needed

Experience in commercial cleaning, janitorial services, facilities, hospitality, property services, quality assurance, or field operations is considered an asset.

Requirements

• Valid driver’s licence
• Reliable vehicle and ability to travel regularly between client locations
• Ability to successfully pass a criminal record check
• Comfortable using a smartphone, email, and basic scheduling or inspection applications
• Availability to work a flexible schedule, including some evenings and additional hours when operational needs require

Hours & Schedule

Our commercial cleaning operations take place at different times throughout the day and evening, so flexibility is an important part of this role.

Some inspections, training, and employee support need to take place while cleaning teams are on-site, which may require evening hours. Additional hours may also occasionally be needed for employee absences, new account start-ups, client needs, or other operational requirements.

We’re looking for someone who can adjust their schedule when needed while taking ownership of the responsibilities of the role.

What We Offer

• Competitive hourly compensation based on experience
• Company gas card for approved work-related travel
• Opportunity for additional hours based on operational needs
• Opportunity for increased responsibility as the company grows
• A varied, hands-on role with meaningful independence in the field
• Support from an established Manager while having a direct impact on employees, clients, and service quality

Why This Role Matters

The Operations & Quality Lead is an important connection between our Manager, cleaning teams, and clients.

You’ll help make sure our teams have the direction and support they need, our accounts are regularly inspected, problems are addressed promptly, and our clients receive the consistent, dependable service they expect.

We’re looking for someone who can become a trusted part of our operation — someone who takes ownership, follows through, and helps keep things running smoothly in the field.

If you’re organized, dependable, comfortable working with people, and take pride in making sure things are done properly, we’d like to hear from you.