Director of Operations: Growth & Client Success Leader

City Wide Facility Solutions; South Carolina; On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

401(k) with 4% match

Paid time off

Paid holidays

Performance-driven culture

Job summary

City Wide Facility Solutions in Greenville, SC seeks an experienced Director of Operations to lead and develop the regional operations team, drive financial performance, and strengthen client relationships. You will guide service quality, vendor/IC relations, and cross-sell opportunities while supporting new client starts.

The role requires field presence, travel up to 50%, and a focus on process improvements to ensure exceptional service delivery in the local market.

Qualifications

• 5+ years of experience in sales, account management, or operations with increasing responsibilities.
• Proven leadership, coaching, and team development experience.
• Strong financial performance tracking and revenue growth capability.
• Excellent client relationship management and retention focus.
• Excellent written and verbal communication skills.
• Willingness to work in the field and travel up to 50%.

Responsibilities

• Lead and Develop the Operations Team: Manage, coach, and develop Facility Service Managers (FSMs), Night Managers, and other operational employees to drive performance, accountability, and professional growth.
• Drive Financial Performance: Oversee operational revenue and profitability, manage expenses and IC margins, and ensure the market meets or exceeds its financial goals.
• Recruit and Develop Talent: Identify, recruit, hire, onboard, and train operational employees to build a strong, high-performing team.
• Build Client Relationships and Retention: Develop and maintain strong client relationships, proactively address service concerns, and drive client retention above 90%.
• Manage Vendor and IC Relationships: Build strong professional relationships with vendors and ICs to support service quality, reliability, and operational efficiency.
• Ensure Service Quality and Compliance: Ensure ICs meet City Wide's requirements and consistently fulfill client scopes of work.
• Drive Account Growth: Identify and promote cross-selling opportunities, expand existing accounts, and grow non-janitorial service offerings.
• Oversee New Client Starts: Participate in new client launches and provide hands‑on support throughout the transition to ensure a successful start and a strong client experience.
• Maintain Operational Standards: Ensure building inspections are completed, follow‑up actions are addressed, and client information and service activity are accurately maintained in the CRM.
• Support Employee Development: Ensure timely completion of 60‑day reviews, Level 5 meetings, annual performance reviews, and other employee development initiatives.
• Lead in the Field: Work alongside FSMs in the field each week to support client relationships, evaluate service delivery, coach team members, and provide operational coverage as needed.
• Travel Within the Market: Travel throughout the Greenville market as needed, with travel potentially reaching 50%.

Skills

Leadership

Sales experience

Account management

Client relationships

Communication

Organizational skills

Problem solving

Field travel

Job description

City Wide Facility Solutions in Greenville, SC seeks an experienced Director of Operations to lead and develop the regional operations team, drive financial performance, and strengthen client relationships. You will guide service quality, vendor/IC relations, and cross-sell opportunities while supporting new client starts.

The role requires field presence, travel up to 50%, and a focus on process improvements to ensure exceptional service delivery in the local market.