Director of Operations

City Wide Facility Solutions; Michigan; Hybrid; USD 125,000 - 155,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k with match

PTO

Paid holidays

Car allowance

Job summary

City Wide Facility Solutions is seeking a Director of Operations to lead a team delivering building-maintenance services with a hybrid work model in the United States. The role focuses on achieving revenue growth, managing budgets, and ensuring high client satisfaction.

You will oversee FSMs, drive operational excellence, and expand services beyond janitorial, while maintaining strong vendor relationships and ensuring timely client onboarding and CRM accuracy.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 5+ years of management experience in operations.
• Proficiency with Microsoft Office Suite.
• Working knowledge of CRM systems.
• Experience developing and managing departmental budgets.
• Ability to build effective relationships with customers and internal teams.
• Excellent written and verbal communication skills.

Responsibilities

• Effectively lead a team of Facility Service Managers (FSMs) supporting assigned clients.
• Meet or exceed annual revenue and profit targets while managing expenses and IC margins.
• Identify, hire, and train operational staff including FSMs and Night Managers.
• Meet growth targets and maintain client relationships with 90%+ retention.
• Drive cross-selling with sales and expansion into non-janitorial services.
• Oversee onboarding and ensure accurate CRM documentation and client launches.
• Travel within market up to 50% and perform additional operational duties as needed.

Skills

Leadership

Team management

CRM systems

Budgeting

Communication

Problem solving

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Microsoft Office

Job description

Director of Operations - Hybrid

• $125K+base
• Quarterlybonusestotalingabout$20Kannually,tiedtooperationalandretentiongoals
• ExpectedOTEaround$135K-$155k+
• Additionalcommissionopportunitytiedtolargeraccountgrowthandexpansionopportunities
• $650/monthcarallowance

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.