Operations Manager, Critical Solutions

cw; Frisco (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

cw is seeking an Operations Manager for Critical Solutions to lead operational execution, governance, and continuous improvement across high-availability environments such as data centers and healthcare systems.

The role requires extensive facilities/operations experience, strong leadership, and expertise with CMMS/work order systems to optimize performance, efficiency, and service delivery across multiple accounts.

Qualifications

• Bachelor's degree or higher in a related field.
• 7+ years of progressive facilities/ops experience.
• Experience with mission-critical environments (data centers, healthcare, telecom).
• Familiarity with CMMS/work order systems and reporting tools.
• Strong leadership, problem-solving, and cross-functional collaboration.

Responsibilities

• Provide operational leadership across Critical Solutions portfolios.
• Lead governance of workflows, service delivery standards, and process improvements.
• Oversee work order management systems and data-driven performance reporting.
• Coordinate with Engineering and vendor partners on maintenance planning and improvements.
• Develop and maintain scalable processes, playbooks, and operating procedures.

Skills

Operational leadership

Process governance

Cross-functional collaboration

Vendor management

Education

Bachelor's degree in Facilities Management / related field

Tools

CMMS platforms

Work order management systems

Operational dashboards

Job description

Job Title

Operations Manager, Critical Solutions

Job Description Summary

Responsible for providing operational leadership, process governance, systems support, and technical coordination across Critical Solutions portfolios supporting mission-critical environments, including data centers, telecommunications facilities, healthcare systems, and other high-availability operations.

Job Description

• Support Regional Facilities Managers, Facilities Managers, Assistant Facilities Managers, and Facility Coordinators in operational execution, issue resolution, process compliance, and service delivery.
• Serve as a subject matter expert for operational processes, work order management, workflow governance, and service delivery standards.
• Lead the implementation, administration, optimization, reporting, and adoption of work order management systems, CMMS platforms, and other operational technologies.
• Monitor work order activity, aging, completion rates, documentation quality, financial compliance, and service delivery performance across supported portfolios.
• Review operational performance data and develop recommendations to improve efficiency, resource utilization, service levels, and operational consistency.
• Partner closely with the Engineering Director to support vendor proposal reviews, technical recommendations, maintenance planning, capital replacement initiatives, and operational improvements.
• Review vendor proposals, scopes of work, technical recommendations, and supporting documentation for accuracy, completeness, and alignment with operational requirements.
• Support the development of scopes of work, repair recommendations, capital planning initiatives, and client quotations.
• Coordinate proposal reviews and quote development to ensure operational, technical, and financial alignment.
• Support facilities teams with operational problem solving, process improvement initiatives, vendor performance management, and work execution challenges.
• Develop, document, maintain, and continuously improve operational processes, workflows, standards, and best practices across Critical Solutions.
• Lead the creation, maintenance, and governance of digital playbooks, process documentation, training materials, workflow guides, and standard operating procedures.
• Establish governance and accountability around operational standards to ensure consistent adoption and execution across all supported accounts.
• Identify operational gaps, inefficiencies, risks, and process breakdowns and implement scalable solutions that improve performance and consistency.
• Collaborate with Operations, Finance, Procurement, Engineering, Account Leadership, and vendor partners to support business objectives and operational initiatives.
• Support onboarding, training, and ongoing development related to systems, operational processes, work order management, vendor management, and service delivery expectations.
• Communicate and enforce company policies, operational procedures, financial controls, safety requirements, and client-specific processes.
• Promote a culture of accountability, operational excellence, collaboration, continuous improvement, and customer service throughout Critical Solutions.

Background and Experience

• Bachelor's degree in Facilities Management, Business Administration, Construction Management, Engineering Technology, Operations Management, or a related field preferred.
• Minimum 7 years of progressive experience in facilities management, operations management, mission-critical environments, technical services, or operational support functions.
• Experience supporting mission-critical environments including data centers, telecommunications facilities, healthcare systems, or other high-availability operations strongly preferred.
• Demonstrated understanding of facility maintenance programs, asset management, vendor management, and operational service delivery.
• Experience utilizing CMMS platforms, work order management systems, reporting tools, and operational dashboards.
• Experience implementin