Senior Manager Building Solutions

Relay Resources; Portland (OR); On-site; USD 90,000 - 110,000; Full time

Job summary

Relay Resources in Portland, OR is seeking a senior Service Delivery leader to manage a portfolio of janitorial and facility accounts, ensuring quality, consistency, and customer satisfaction across sites.

You will drive process improvements, oversee budgets, and partner with cross-functional teams to deliver on contractual promises while leading a high-performing team in a hybrid office environment.

Qualifications

• Nine years of business operations or janitorial/facilities management experience.
• Bachelor's degree in Business Operations/Management or related field preferred.
• Demonstrated experience managing managers or supervisors across multiple sites.
• Knowledge of OSHA regulations, workplace safety programs, and operational compliance requirements.

Responsibilities

• Leads a portfolio of janitorial and floor care accounts, ensuring service delivery quality.
• Drives continuous improvement across service delivery, quality assurance, customer satisfaction, employee engagement, and operational efficiency.
• Provides leadership and oversight for special projects, ensuring successful execution of scope, timelines, quality standards, and financial objectives.
• Develops and implements operational processes and performance metrics that improve quality, consistency, efficiency, and customer outcomes.
• Oversees route management logistics and cross-site labor allocation across assigned accounts.

Job description

• Location 427 SE 187TH Ave,Portland, OR, 97230,United States
• Base Pay $100,450.00 / Year
• Other Compensation DOE
• Job Category Building Solutions, Full-Time, Hybrid
• Industry Standard Business Hours, At least 2 days in the office a week
• Employee Type Employee (W2 Exempt - FT)
• Manage Others Yes

Contact information

• Email [e-mail]

Description

ESSENTIAL FUNCTIONS

• Service Delivery & Operations Excellence
• Leads a portfolio of janitorial and floor care accounts, holding accountability for service delivery quality, customer satisfaction, and consistent execution of scope across all assigned sites.
• Drives continuous improvement initiatives across service delivery, quality assurance, customer satisfaction, employee engagement, and operational efficiency.
• Provides leadership and oversight for special projects, ensuring successful execution of project scope, timelines, quality standards, and financial objectives.
• Develops and implements operational processes and performance metrics that improve quality, consistency, efficiency, and customer outcomes.
• Establishes and inspects consistent quality control standards across the portfolio (inspect-what-you-expect), driving root-cause resolution rather than one-off fixes.
• Oversee route management logistics and cross-site labor allocation across assigned accounts.

Financial & Business Performance

• Creates and manages departmental operating budgets in partnership with key stakeholders, providing ongoing review and analysis of financial performance and variance drivers.
• Operates within allocated budget for the assigned portfolio and reports variance and corrective actions to the Director.
• Assesses financial risks and opportunities across assigned contracts and develops strategies to improve profitability and long-term sustainability.
• Assesses contract profitability at the account level and develops bottom-up pricing approaches for assigned projects for Director/PQAS approval.

Business Development & Customer Partnership

• Partners with cross-functional teams to develop service proposals, contract renewals, and new business opportunities.
• Collaborates in the development of customer-focused service level agreements and operational solutions that support customer needs while achieving financial objectives.
• Identifies innovative service solutions and operational improvements that strengthen customer relationships and competitive positioning.
• Serves as the primary relationship point for Contract Officer Representatives and Property Managers on assigned accounts, interfacing on renewals and extra-work opportunities.

Leadership, Talent Development & Inclusion

• Leads and develops a high-performing leadership team through coaching, mentoring, succession planning, and professional development activities for Service Delivery Team Managers and/or Area Managers.
• Ensures disability inclusion principles are integrated into operational practices, workforce planning, hiring decisions, employee development, and workplace culture.
• Designs and promote strength-based approaches that support employee engagement, performance, retention, and career growth.
• Serves as a role model for organizational values and expectations regarding collaboration, inclusion, accountability, and continuous improvement.
• Ensures supervisors and direct labor across the portfolio have their basic needs met with respect to compensation, payroll, staffing coverage, and safety.

Safety & Compliance

• Promotes and ensures compliance with organizational safety programs, policies, procedures, and regulatory requirements across all assigned locations and teams.
• Ensure employees understand and adhere to applicable safety standards, work expectations, and organizational policies.
• Maintains accountability for fostering a safe and inclusive work environment that supports employee well-being and operational excellence.
• Monitors and maintains the 75% AbilityOne staffing requirement across the assigned portfolio and partners with the Director on corrective staffing plans where ratios are at risk.
• Knows and applies all relevant RR policies, procedures, work rules, and applicable Collective Bargaining Agreement provisions.

Communication & Stakeholder Management

• Communicates strategic goals, operational priorities, performance expectations, and organizational initiatives effectively across all levels of the organization.
• Builds and maintains strong partnerships with internal stakeholders, customers, and external partners to support business objectives.
• Responds to customer concerns and escalations with a solution-oriented approach that promotes customer satisfaction and long-term relationships.
• Deputizes for the Director on assigned accounts, meetings, and initiatives as delegated.

Other Duties as Assigned

• Collaborates with Quality Control, Training, Equipment Logistics, and Employee Relations to improve systems and support training for all personnel, including payroll, scheduling, and procurement systems.
• Performs all duties in a timely manner, consistent with internal processes and with flexibility to meet urgent or important needs.

Requirements

• Nine years of business operations or janitorial/facilities management experience, or equivalent education and experience.
• Bachelor's degree in Business Operations/Management or related field preferred.
• Demonstrated experience managing managers or supervisors across multiple sites, not a single location.
• Prior experience in pricing, budgeting, budget variance analysis, contracts, and training.
• Demonstrated experience leading process improvement initiatives and implementing operational best practices.
• Experience utilizing inventory management, scheduling, workforce management, or other operational systems and tools.
• Knowledge of OSHA regulations, workplace safety programs, and operational compliance requirements.
• Ability to develop and advise on improved business management processes.
• Demonstrated ability to work with adults with disabilities; excellent interpersonal skills.
• Computer proficiency in Microsoft Office and Microsoft Project; experience with budgeting and/or scheduling systems preferred.
• Excellent speaking and writing skills.
• Valid driver's license and reliable automobile, safe driving record, and insurance coverage acceptable to RR's insurance carrier.
• Ability to pass drug screening and criminal history background check and/or fingerprinting as appropriate at any time during employment.

Preferred Qualifications

• Experience managing large sites and portfolios exceeding 100 employees.
• Experience leading through subordinate managers across multiple accounts.
• Experience working with union-represented employees and applying a Collective Bargaining Agreement.
• Experience in a social enterprise, AbilityOne, or QRF environment.
• Graduate-level business coursework or MBA.
• Bilingual (English/Spanish).

Knowledge, Skills, and Abilities

Portfolio-level operational leadership, financial and business acumen, strong communication and time-management skills, and the ability to lead and develop managers. Structured problem-solving using root-cause tools; sound independent judgment; ability to balance customer, financial, and mission outcomes simultaneously.

Scope & Accountability

Performs duties independently with delegated authority across an assigned portfolio of accounts. Escalates final pricing approval, largest-account strategy, and end budget accountability to the Director.

Supervisory Responsibility

Directly supervises Service Delivery Team Managers and/or Area Managers, who in turn supervise site supervisors and direct labor. Operates as a business leader with independent decision-making and minimal supervision.

Work Environment & Physical Demands

• General office environment with frequent movement across multiple customer sites.
• Flexibility in work schedule, including occasional early morning, evening, or weekend coverage.
• Frequent driving between accounts.
• Frequent walking for extended periods; occasional exposure to exterior/landscaped areas.
• Using a variety of office and facility equipment; moderate noise level.
• Occasionally sitting, bending, twisting, and reaching.
• General office environment with frequent movement across multiple customer sites.
• Flexibility in work schedule, including occasional early morning, evening, or weekend coverage.
• Frequent driving between accounts.
• Frequent walking for extended periods; occasional exposure to exterior/landscaped areas.
• Using a variety of office and facility equipment; moderate noise level.
• Occasionally sitting, bending, twisting, and reaching.