Director of Operations

City Wide Facility Solutions; Belmont (CA); Hybrid; USD 125,000 - 155,000; Full time

Benefits offered by this job

Car allowance

Quarterly bonus

Commission opportunities

Job summary

City Wide Facility Solutions in Belmont, CA is seeking a Director of Operations to oversee building-maintenance services for multiple clients. You will lead a team of FSMs, manage client relationships, and ensure service quality while driving growth and profitability.

The role requires 5+ years of operations management, strong budgeting skills, CRM experience, and superb communication. It is a hybrid position with 50% travel within the market and performance-based bonuses.

Qualifications

• Bachelor's degree or equivalent work experience required.
• 5+ years of management experience in operations and account management.
• Ability to build effective relationships with customers and internal teams.
• Proficiency with Microsoft Office Suite and CRM systems.
• Experience developing and managing departmental budgets.

Responsibilities

• Oversee a team of Facility Service Managers supporting assigned clients.
• Achieve revenue and profit targets; manage expenses and contractor margins.
• Hire and train operational staff including FSMs and Night Managers.
• Meet or exceed annual revenue growth goals.
• Maintain client relationships and achieve >90% retention.
• Drive cross-selling and expansion into non-janitorial services.

Skills

Leadership

CRM experience

Budget management

MS Office

Communication

Education

Bachelor's degree or equivalent

Tools

CRM systems

MS Office Suite

Job description

Director of Operations - Hybrid

• $125K+ base
• Quarterly bonuses totaling about $20K annually, tied to operational and retention goals
• Expected OTE around $135K-$155k+
• Additional commission opportunity tied to larger account growth and expansion opportunities
• $650/month car allowance

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.

Requirements

• 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

Benefits

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