Director, Solutions & Quality (Janitorial)

UG2; Boston (MA); On-site; USD 120,000 - 180,000; Full time

Job summary

UG2, a leader in facility services based in Boston, seeks a Director, Janitorial Solutions & Quality to standardize and advance janitorial programs across accounts. You will drive QA practices, custodial training, and performance improvements while partnering with operations and safety leadership.

Responsibilities include developing SOPs for cleaning and carpet care, managing recertification projects, supporting business development through case studies, and driving innovation in cleaning

Qualifications

• Must have high school diploma or GED.
• Minimum of ten years in janitorial service delivery, quality assurance, and/or custodial training leadership.
• Strong written and verbal communication skills.
• Experience developing service standards and quality management systems.
• Proficiency with Microsoft Office and collaboration tools.

Responsibilities

• Develop and maintain janitorial standards playbooks, including SOPs for general cleaning, skilled cleaning, carpet care, hard floor maintenance, and specialty services.
• Design, maintain, and deliver quality assurance tools to evaluate service delivery across accounts.
• Conduct site-level QA inspections to identify corrective actions and ensure compliance with standards.
• Act as project manager for recertification processes (e.g., CIMS-GB) on a biennial basis.
• Collaborate with account management, safety leadership, and operations to align programs and improve performance.

Skills

Leadership

Communication

Training program development

Quality assurance

Project management

Education

High school diploma or GED

Tools

Microsoft Office

Smartsheet

Teams

Excel

Job description

The Director, Janitorial Solutions & Quality, is responsible for developing, standardizing, and advancing UG2’s janitorial programs, quality assurance practices, and custodial training initiatives. This role ensures consistent service delivery across accounts, supports business development solutioning efforts, project manages major transitions, and partners with operational leaders to elevate performance, safety, and innovation within janitorial service delivery.

Core Job Functions:

Standards, Programs & Quality Assurance

• Develop and maintain janitorial standards playbooks, including SOPs for general cleaning, skilled cleaning, carpet care, hard floor maintenance, and specialty services.
• Design and administer tools to evaluate qualityâofâservice delivery across janitorial accounts.
• Conduct site level quality assurance inspections to assess compliance with established standards and identify corrective actions.
• Act as project manager for the CIMSâGB recertification process on a biennial basis.

Training & Knowledge Management

• Develop and standardize custodial training materials, curricula, and job aids.
• Design, maintain, and deliver technical training programs focused on janitorial service delivery and cleaning program management.
• Assess training needs through collaboration with account management teams and audit findings.
• Measure training effectiveness and promote adoption of training programs and tools.

Operational & Account Support

• Support new account transitions by developing and implementing janitorial programs, schedules, training plans, and operational documentation.
• Collaborate with account teams to assess daily service delivery and recommend corrective actions or resource adjustments.
• Partner with Safety leadership to align custodial programs with regulatory requirements and PPE compliance standards.

Business Development & Client Engagement

• Support proposal development by contributing janitorial program content, case studies, and service narratives.
• Develop case studies highlighting successful cleaning programs for proposals and presentations.
• Participate in pursuit teams, including client meetings and presentations, as a janitorial subject matter expert

Innovation, Partnerships & Industry Engagement

• Partner with Procurement to align janitorial equipment and supplier strategies with operational needs.
• Identify, pilot, and implement innovative cleaning technologies and solutions, including automation and robotics.
• Attend industry trade shows and conferences (e.g., ISSA, etc.) to remain current on best practices and emerging trends.

FMS Department Core Competencies:

All roles within Facility Management Solutions (FMS) are expected to demonstrate leadership, accountability, and subjectâmatter expertise across the following core competencies. These competencies define how FMS operates, partners across the organization, and delivers value to clients.

1. Strategic Project & Program Leadership

Leads complex, multiâstakeholder initiatives that advance FMS, Operations, and Business Development objectives across service lines.

• Owns planning and execution of complex programs from concept through delivery.
• Establishes clear scope, milestones, and success criteria aligned to business priorities.
• Anticipates risk, resolves issues proactively, and adapts strategy as conditions change.
• Coordinates crossâfunctional resources and influences outcomes without direct authority.
• Captures lessons learned and builds repeatable frameworks that scale across the organization.

1. Executive Communication & Professional Writing

Sets the standard for clear, concise, and effective communication across the broader organization.

• Produces executiveâquality written deliverables including SOPs, playbooks, audit reports, and proposals.
• Communicate complex operational concepts in an actionable, audienceâappropriate manner.
• Leads meetings, training sessions, and client discussions with clarity and authority.
• Ensures consistency of messaging, terminology, and documentation across regions and accounts.
• Coaches’ others on communication and documentation best practices

1. Technology, Data & Digital Enablement

Drives consistency, transparency, and ongoing improvement in FMS services through technology and data.

• Champions adoption of standardized technology applications, KPIs, dashboards, and reporting
• Uses data to assess performance, identify trends, and guide decisionâmaking.
• Partners with Operations, IT, and client stakeholders to improve workflows through technology solutions.
• Ensures training, documentation, and governance support sustained adoption.
• Evaluates and introduces new technology applications that enhance service delivery and scalability.

1. Process, Quality & Operational Excellence

Designs, governs, and continuously improves processes and quality standards.

• Establishes and maintains SOPs, standards, and quality assurance framework.
• Leads QA audits and assessments with objectivity and accountability.
• Communicates findings, risks, and recommendations clearly to all internal and external stakeholders.
• Integrates compliance, sustainability, and EH&S into all programs.
• Uses data and feedback to drive measurable improvements in quality and efficiency.

1. Leadership, Influence & Collaboration

Acts as a trusted leader who strengthens partnerships and advances departmental credibility.

• Represents FMS as a subject matter expert with Operations, Business Development, and leadership.
• Builds strong, collaborative relationships across service lines and regions.
• Mentors and supports the development of peers and team members.
• Demonstrates ownership, accountability, and sound judgment.
• Leads through change with professionalism, adaptability, and purpose.

Qualifications:

• Must possess a high school diploma or equivalency (GED)
• Minimum of ten (10) years of experience in janitorial service delivery, quality assurance, and/or custodial training leadership
• Demonstrated experience developing service standards, training programs, and quality management systems.
• Strong written and verbal communication skills
• Proficiency with Microsoft Office and collaboration tools (Word, Excel, PowerPoint, Teams, Smartsheet)
• Cleaning industry certifications preferred.
• Bilingual English/Spanish highly desirable

Working Conditions:

• Role is based in the Northeast Region (Boston area preferred)
• Up to approximately 30% of domestic travel, varying by operational and business needs.

Physical Demands:

• Ability to conduct site walks, inspections, and audits in active janitorial environments.
• Ability to travel and work flexible hours as required.

About UG2:

At UG2, a leader in facility services, we are committed to innovation, excellence, and client satisfaction. We are committed to developing the strongest customer relationships and the highest service delivery benchmarks in the marketplace.

Founded in 2012, UG2 is privately held and headquartered in Boston, Massachusetts. We also have regional offices in Chicago, Washington, D.C., New York City, West Palm Beach, Los Angeles, Sunnyvale, and Dallas.