Operations Leader, Night Shift | WOW Client Experience

City-Wide-Facility-Solutions; Lexington (KY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Short-Term Disability

Long-Term Disability

SIMPLE IRA

Mileage reimbursement

Company laptop

Company phone

Professional development

Career growth

Job summary

City Wide Facility Solutions of Central Kentucky seeks an proven operations leader to oversee service delivery, develop teams, support independent contractors, and ensure exceptional facility services across our growing client portfolio.

This leadership role focuses on maintaining high service standards, developing operational talent, and driving continuous improvement across the organization in Central Kentucky.

Qualifications

• High School Diploma or equivalent.
• Minimum three years of management or leadership experience.
• Experience coaching, mentoring, and developing teams.
• Strong organizational, planning, and time-management skills.
• Excellent communication and relationship-building abilities.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Valid driver's license and reliable personal vehicle for territory travel.

Responsibilities

• Maintain exceptional service quality across key customer accounts.
• Conduct regular inspections and quality assurance visits.
• Partner with Facility Solutions Managers and Night Managers to resolve service issues and improve client satisfaction.
• Ensure corrective actions are completed and verified.
• Deliver a consistent "WOW Experience" to customers.
• Assist in selecting Independent Contractors for new and reactivated accounts.
• Conduct customer walkthroughs and support successful account transitions.
• Work closely with contractors during account startups to ensure service expectations are met from day one.
• Lead, coach, and develop Night Managers and operational team members.
• Create accountability through training, inspections, communication, and follow-up.
• Evaluate and develop the Senior Night Manager with the goal of expanding leadership responsibilities.
• Support implementation of company policies, procedures, and continuous improvement initiatives.
• Oversee commercial floor care equipment across the territory.
• Troubleshoot and coordinate repairs for scrubbers and other cleaning equipment.
• Ensure proper maintenance schedules and preventative care are followed.
• Support Night Managers and contractors with equipment-related issues to minimize service disruptions.
• Conduct planning meetings regarding new starts, staffing needs, contractor coverage, and scheduling.
• Address operational challenges including: Customer complaints, Contractor issues, Equipment repairs, Missed services, Emergency service needs.
• Monitor inspection performance and account coverage metrics.
• Track operational reports, account visits, and service quality measures.
• Maintain accurate account information, schedules, alarm codes, and after-hours contact records.
• Coordinate inventory management and product deliveries.

Skills

Leadership

Coaching

Communication

Organizational skills

Education

High School Diploma

Tools

Microsoft Office

Job description

City Wide Facility Solutions of Central Kentucky seeks an proven operations leader to oversee service delivery, develop teams, support independent contractors, and ensure exceptional facility services across our growing client portfolio.

This leadership role focuses on maintaining high service standards, developing operational talent, and driving continuous improvement across the organization in Central Kentucky.