Director of Operations

City Wide Facility Solutions; Oakland (CA); Hybrid; USD 113,000 - 138,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k match

PTO

Paid holidays

Job summary

City Wide Facility Solutions seeks a Director of Operations in Oakland for a hybrid role overseeing janitorial and non-janitorial services. You will lead a team of Facility Service Managers, manage client relationships, and drive service quality and growth.

The role requires 5+ years of management in operations, budgeting, CRM usage, and strong communication. Compensation includes a $125K+ base, about $20K in quarterly bonuses, up to $650 monthly car allowance, and up to 50% travel.

Qualifications

• 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 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.

Responsibilities

• 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 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%.

Skills

Team leadership

Operations management

Budget management

Client relationship management

Communication

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

CRM systems

Job description

• Quarterly bonuses totaling about $20K annually, tied to operational and retention goals
• Additional commission opportunity tied to larger account growth and expansion opportunities

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
• Perform additional operational duties as needed

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.