Operations Manager

All American Facility Maintenance Inc; Florida; Hybrid; USD 70,000 - 105,000; Full time

Job summary

All American Facility Maintenance Inc. seeks an Operations Manager to execute facilities services for multi-service deals and to provide exceptional customer service across teams and key accounts.

The role involves ensuring quality, resolving issues, and driving profitable order delivery while coordinating with finance and support teams. Responsibilities include building trusted advisor relationships with accounts, leading solution development, and reporting on account activity and key metrics.

Qualifications

• Bachelor's degree or 7+ years in FacilityMaintenance account management or client services.
• Strong account management skills to create, maintain, and expand customer relationships.
• Excellent written and verbal communication skills; ability to influence at all levels.

Responsibilities

• Manage customer communications, resolve conflicts, and ensure compliance on deliverables and revenues.
• Review major deliverables to ensure quality and customer satisfaction.
• Inform CEO of potential problems and proactively address customer needs.
• Build and maintain long-lasting relationships with key accounts and stakeholders.
• Lead solution development with cross-functional involvement of company personnel.
• Coordinate with Accounting/Billing to ensure accounts are in good standing.
• Forecast, track, and report on key account metrics.
• Provide regular two-way communication between customer and team and escalate high-severity issues as needed.

Skills

Account management

Customer communication

Negotiation

Relationship building

Problem solving

Teamwork

Time management

Education

Bachelor's degree

Tools

MS Outlook

MS Word

MS Excel

MS PowerPoint

Job description

The Operations Manager is responsible for the execution of facilities services for multi-servicedeals. The Operations Manager must consistently provide excellent customer service to severalteams, oversee key accounts, as well as represent the customer needs and goals within theorganization to ensure quality by being their voice. In addition, the Operations Team Managerwill build relationships with internal and external customers to encourage new and repeats ofbusiness opportunities.Key Responsibilities:• Responsible for all customer communications, conflict resolutions, and compliances oncustomer deliverables and revenues (i.e., invoice issues).• Reviews all major deliverables to ensure quality standards and customer expectationsare fulfilled.• Ensures that customer issues are addressed in an efficient manner, informing the ChiefExecutive Officer of any problems that may arise.• Proactively assesses, clarifies, and validates customer needs on an ongoing basis.• Builds and maintains strong, long-lasting customer relationships.• Develops a trusted advisor relationship with key accounts, customer stakeholders, andsales colleagues.• Leads solution development efforts that best address customer needs, whilecoordinating the involvement of all necessary company personnel.• Works closely with the Accounting/Billing Department ensuring that customer’saccounts are in good standing.• Organizes meetings as necessary to respond to customer’s needs.• Works closely with external support Account Coordinators and Account Managers tomaintain a continuous knowledge of order status to identify potential issues and oropportunities within or related to the order.• Ensures that all processes and procedures are completed, quality standards are met, andthat orders are profitable.• Identifies opportunities for account growth and new business, involving the sales teams.• Clearly communicates the progress of monthly, quarterly initiatives to internal andexternal stakeholders.• Forecasts, tracks, and reports on key account metrics.• Communicates the customer’s goals and represents the customer’s interests to theCustomer Support Team.• Provides regular two-way communication between the customer and team, to providededicated team representation and set proper customer expectations.• Reports to Director, providing regular input on all account activity, including status andcall reports on a weekly basis.• Assists with high severity requests or issue escalations as needed.• Work from remotely as needed.Requirements:• A minimum education level of a bachelor’s degree OR minimum of 7 years in FacilityMaintenance account management, client services, or other relevant experiencepreferred.• Proven Account Management skills required to create, maintain, and enhance customerrelationships.• Self-motivated, goal-oriented, persistent, and skilled negotiator.• Experience in delivering client focused solutions based on customer needs.• Motivated, goal-oriented, persistent, and a skilled negotiator.• Prominent level of initiative and work well in team environment.• Excellent written and oral communication skills with a demonstrated ability tocommunicate, present and influence credibly and effectively at all levels of theorganization.• Manage stressful situations and deadline pressures well.• Plans and fulfills responsibilities with minimal direction.Advanced Technical Skills: MS Outlook, MS Word, MS Excel, and MS PowerPoint.