Director of Operations

City Wide; Belmont (CA); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k with match

PTO and paid holidays

Job summary

City Wide is seeking a Director of Operations in Belmont, California. This role requires overseeing the operations and delivery of building-maintenance solutions while leading a team of Facility Services Managers. Key responsibilities include managing client relationships, achieving annual revenue targets, and ensuring service quality. The ideal candidate will have 5+ years of management experience, proficiency in Microsoft Office and CRM systems, and a proven ability to build effective relationships. Competitive compensation and benefits package offered.

Qualifications

• 5+ years of management experience in operations and account management.
• Proficiency with Customer Relationship Management (CRM) systems.
• Ability to build effective relationships with customers and internal teams.

Responsibilities

• Oversee operations and delivery of building-maintenance solutions.
• Lead a team of Facility Services Managers (FSMs).
• Achieve annual revenue and profit targets.

Skills

Management experience

Communication skills

Relationship building

Problem-solving

Budget management

Education

Bachelor's degree or equivalent work experience

Tools

Microsoft Office Suite

CRM systems

Job description

Director of Operations

OBJECTIVE

This position is responsible for overseeing the operations and delivery of building‑maintenance solutions (both janitorial and non‑janitorial) provided to clients. The role leads a team of Facility Services Managers (FSMs), manages client relationships, ensures service quality, and drives overall client satisfaction and growth. The position is accountable for achieving annual business objectives, meeting budget expectations, and maintaining adequate workforce levels.

ESSENTIAL FUNCTIONS

• Effectively manage, develop, and lead a team of Facility Service Managers (FSMs) who support assigned clients.
• Achieve annual revenue and profit targets, manage expenses, oversee Independent Contractor (IC) margins, monitor temporary labor (if applicable), and ensure overall operational financial performance.
• Identify, hire, and train all operational employees, including FSMs and Night Managers.
• Meet or exceed annual revenue growth goals.
• Maintain positive client relationships and achieve client retention rates above 90%.
• Build and maintain strong, professional relationships with vendors and Independent Contractors.
• Ensure ICs remain compliant with all requirements and consistently meet each client’s defined scope of work.
• Promote and drive cross‑selling opportunities in partnership with the sales team, including expansion into non‑janitorial services.
• Participate in all new client launches for the full duration of the onboarding process.
• Ensure building inspections are completed, followed up on, and accurately documented within the CRM.
• Drive people development, including completion of 60‑day reviews, Level 5 meetings, and annual performance reviews for all operational employees.
• Conduct weekly field work with FSMs and serve as backfill for FSM duties as needed.
• Travel within the market up to 50%.
• Perform additional operational duties as needed.

MEASUREMENTS (ANNUAL)

This position is responsible for the following performance metrics, which should align with the scorecard:

• Maintain an employee satisfaction rate of 80% or higher.
• Achieve at least 10% year‑over‑year revenue growth across all janitorial and non‑janitorial services, aligned with annual budget targets.
• Improve Independent Contractor (IC) margin performance by at least 5% and reduce operational expenses by 3% without compromising service quality.

PHYSICAL REQUIREMENTS

This role requires frequent sitting, bending, standing, and walking. Must be able to lift up to 35 pounds.

This job description includes essential duties and responsibilities but is not an exhaustive list of all tasks or requirements. Additional duties may be assigned as necessary. This document does not constitute a contract of employment, and the organization reserves the right to adjust the job description as needed.

• Bachelor’s degree or equivalent work experience.
• 5+ years of management experience in operations and account management.
• Proficiency with Microsoft Office Suite.
• Working knowledge of Customer Relationship Management (CRM) systems.
• Experience developing and managing departmental budgets.
• Ability to build effective relationships with customers and internal teams.
• Excellent written and verbal communication skills with the ability to influence others.
• Strong problem‑solving and decision‑making abilities.
• Demonstrated ability to coach, develop, and lead others.

City Wide offers a competitive compensation and benefits package to include medical, dental, and vision benefits; 401k with match; PTO and paid holidays.