Assistant Operations Manager

UG2; Boston (MA); On-site; USD 70,000 - 85,000; Full time

Job summary

An established industry player is seeking an Assistant Operations Manager to oversee the day-to-day operations of facilities management services. This role combines operational management with client relationship management, ensuring the successful execution of contracted services and client satisfaction. You'll lead a team, develop efficient operational procedures, and manage financial aspects, all while fostering strong client relationships. If you're passionate about driving operational excellence and delivering top-notch service, this opportunity could be your next step in a rewarding career.

Qualifications

• 3-5 years of experience in operations or account management.
• Proven experience in managing client accounts and operational teams.
• Familiarity with budget management and financial reporting.

Responsibilities

• Oversee facilities management services and ensure compliance.
• Develop operational procedures to maximize efficiency.
• Serve as the primary point of contact for client accounts.

Skills

Leadership

Problem-solving

Communication

Client relationship management

Budget management

Facilities management knowledge

Education

Bachelor’s degree in Facilities Management

Business Administration

Operations Management

Tools

Microsoft Office Suite

Facilities management software

Job description

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The Assistant Operations Account Manager will oversee the day-to-day operations of facilities management services for our clients, ensuring efficient and seamless delivery of services. This role combines operational management with client relationship management to ensure the successful execution of contracted services, client satisfaction, and the profitability of accounts.

Key Responsibilities

Operations Management:

• Oversee the execution of facilities management services, ensuring compliance with contract specifications and client expectations.
• Develop and implement operational procedures, strategies, and service protocols to maximize efficiency.
• Process payroll and ensure compliance with local, state, federal and company policies.
• Monitor service delivery through regular site visits, audits, and performance reviews.
• Manage scheduling and resource allocation to ensure adequate staffing and service coverage.
• Analyze operational data and performance metrics to identify areas for improvement and implement corrective actions.
• Liaise with internal departments (e.g., HR, finance, procurement) to coordinate resources and support service delivery.
• Ensure all work is performed in compliance with safety regulations and industry standards.
  
  

Client Account Management

• Serve as the primary point of contact for assigned client accounts, building strong relationships and ensuring client satisfaction.
• Maintain a deep understanding of client needs, contract terms, and expectations.
• Conduct regular meetings with clients to review service performance, address concerns, and identify opportunities for upselling or expanding services.
• Prepare and present regular reports to clients, highlighting service performance, incident resolutions, and key performance indicators (KPIs).
• Address and resolve any service issues, client complaints, or operational challenges in a timely manner.
• Produce and develop monthly, quarterly, and annual reports as required.
• Support contract renewals, amendments, and proposals, working with sales and senior management to ensure client retention and growth.
• Monitor, track, and update contractual changes accordingly.
  
  

Financial And Budget Management

• Coordinate and communicate with the estimating and billing teams to ensure timely and accurate invoices are consistently generated.
• Monitor and control costs associated with service delivery, including labor, materials, and supplies.
• Review and analyze financial reports, including cost tracking, P&L statements, and forecasting, for internal stakeholders and clients.
• Maintain consistent and accurate profit margins per the contract/s.
• Communicate and coordinate with our estimating team to ensure updated rosters, staffing levels, are accurate and transferred to our billing team.
• Review and track down accounts receivable (Net 30 days)
• Identify opportunities for cost savings without compromising service quality or client satisfaction.
  
  

Team Leadership And Development

• Lead, motivate, and manage a team of facility staff, technicians, and subcontractors to ensure high service standards.
• Conduct training and development sessions to improve team skills and performance.
• Manage performance evaluations, coaching, and disciplinary actions for direct reports.
• Foster a positive work environment focused on teamwork, accountability, and continuous improvement.
  
  

Compliance And Reporting

• Ensure compliance with all health, safety, and environmental regulations in service delivery.
• Maintain accurate records of service activities, incidents, and audits.
• Prepare and submit regular reports to senior management regarding account status, operational challenges, and performance improvements.
  
  

Qualifications

Education & Experience:

• Bachelor’s degree in Facilities Management, Business Administration, Operations Management, or a related field (preferred).
• Minimum of 3-5 years of experience in operations management or account management within facilities management, building services, or a related industry.
• Proven experience in managing client accounts and operational teams.
• Familiarity with budget management, cost control, and financial reporting.
• Knowledge of relevant industry regulations, safety standards, and best practices.
  
  

Skills & Competencies

• Strong leadership, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Outstanding interpersonal skills and ability to forge solid relationships with internal and external customers.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and facilities management software (CMMS, work order systems).
• Ability to manage multiple accounts and competing priorities in a fast-paced environment.
• Exceptional client relationship-building skills.
• Knowledge of facility management operations, including janitorial, HVAC, electrical, plumbing, and building maintenance services.
• Strong understanding of financial management and budgeting.
  
  

Physical Requirements

• Ability to conduct regular site visits and inspections.
• Ability to occasionally lift or move items up to [specific weight] lbs.
  
  

Work Environment

• This role will involve both office and fieldwork in client facilities.
• Travel may be required to client sites, vendor locations, and other company offices.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Facilities Services

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