Director of Operations

City Wide; Kent (WA); Hybrid; USD 155,000 - 185,000; Full time

Benefits offered by this job

On-target earnings

Uncapped commissions

Vehicle reimbursement

Company laptop

Health/Dental/Vision insurance

PTO + holidays

Job summary

City Wide in the United States is seeking a Director of Operations to oversee building-maintenance services, manage a team of Facility Services Managers, and drive client satisfaction and growth across janitorial and non-janitorial solutions.

This leadership role emphasizes revenue targets, budget adherence, vendor/IC relationships, and ongoing development of operational staff with field visits and cross-functional collaboration.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 5+ years of management experience in operations and account management.
• Excellent written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• Demonstrated ability to coach, develop, and lead others.

Responsibilities

• Oversee an assigned team of Facility Services Managers (FSMs).
• Lead collaboration with a peer Director to align on priorities and standards.
• Achieve annual revenue and profit targets; manage expenses and margins.
• Hire and train operational staff, including FSMs and ACMs.
• Maintain positive client relationships and achieve 90%+ client retention.
• Develop vendor and Independent Contractor relationships and ensure compliance.
• Drive cross-selling into non-janitorial services in collaboration with sales.
• Conduct weekly field work and participate in ride-alongs (minimum 3 days/week).

Skills

Communication skills

Problem-solving

Leadership

Collaboration

Relationship-building

Budget awareness

CRM proficiency

Microsoft Office

Account management

Cross-functional teamwork

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office Suite

CRM systems

Job description

Director of Operations

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 an assigned team of Facility Services Managers (FSMs), manages client relationships, ensures service quality, and drives overall client satisfaction and growth.

The Director of Operations will maintain direct accountability for their assigned FSM team and portfolio of clients while working collaboratively with the other Director of Operations to provide consistent leadership, direction, standards, and execution across the Operations Department. Both Directors are expected to operate as one leadership team, supporting one another and ensuring alignment across the organization while maintaining clear ownership of their respective teams.

The position is accountable for achieving annual business objectives, meeting budget expectations, and maintaining adequate workforce levels.

ESSENTIAL FUNCTIONS

• Effectively manage, develop, and lead an assigned team of Facility Services Managers (FSMs) who support assigned clients.
• Work collaboratively with the other Director of Operations to ensure alignment, consistency, and execution of company-wide operational priorities, processes, service standards, and departmental objectives.
• Maintain clear ownership and accountability for the performance, development, and results of assigned FSMs while supporting the overall success of the Operations Department.
• Partner with the other Director of Operations and company leadership to address operational challenges, allocate resources when necessary, share best practices, and support broader organizational initiatives.
• 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 operational employees, including FSMs and ACMs, in coordination with operational leadership and company hiring processes.
• 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 90-day reviews, Level 5 meetings, and annual performance reviews for assigned operational employees.
• Conduct weekly field work with all assigned FSMs and serve as backfill for FSM duties as needed.
• Support the other Director of Operations and broader Operations Department when business needs require additional leadership coverage, problem-solving, or operational support.
• Conduct ride a longs with assigned FSMs a minimum of 3 days per week.
• Perform additional operational duties as needed.

MEASUREMENTS (ANNUAL)

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

• Achieve all annualized revenue targets annually.
• Maintain client retention of 90% or higher.
• Demonstrate effective collaboration with the other Director of Operations and company leadership to ensure consistent execution of departmental priorities and operational standards.

PHYSICAL REQUIREMENTS

This role requires frequent sitting, bending, standing, and walking. Must be able to lift up to 75 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.
• Demonstrated ability to work collaboratively with peer leaders while maintaining accountability for an assigned team and area of responsibility.
• 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.

• On target earning $155,000 - $185,000
• Uncapped commissions
• Protected territory
• Expense/entertainment account
• Vehicle reimbursement
• Mentorship by company leadership
• Annual Circle of Excellence Club trips for top performers
• Company issued laptop and iPhone
• Paid time off (in addition to 8 paid holidays)
• 401k - 4% company match
• Health/Dental/Vision insurance