Senior Service Manager

McKinstry; Portland (OR); On-site; USD 93,000 - 148,000; Full time

Job summary

An innovative firm is seeking a Senior Service Manager to lead operational excellence and team development in Portland. This role involves managing business operations, enhancing team performance, and ensuring the delivery of exceptional customer service. The ideal candidate will possess strong problem-solving skills and a collaborative mindset, contributing to a sustainable future. With a focus on building a thriving planet, this position offers a unique opportunity to make a lasting impact in the built environment while enjoying competitive pay and comprehensive benefits. Join a company that prioritizes people and fosters a culture of growth and support.

Benefits

401(k) with employer match

Paid time off and holidays

Comprehensive medical, dental, and vision

Paid parental leave

Community service time

Learning and advancement opportunities

Onsite gyms or reimbursement for remote workers

Qualifications

• 3-5 years in a supervisory role in a support-oriented environment.
• Intermediate to advanced knowledge of Microsoft Office Suite required.

Responsibilities

• Serve as a Subject Matter Expert on business operations and processes.
• Build and manage a supportive work team to ensure superior customer service.

Skills

Team Management

Communication Skills

Problem Solving

Operational Finance

Coaching Techniques

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Salesforce

Viewpoint

SharePoint

Job description

Build the future, spark innovation and align your career with purpose.

McKinstry is innovating the waste and climate harm out of the built environment and creating lasting impact. Together, we’re building a thriving planet.

Buildings are a leading contributor to the climate crisis, generating nearly 40% of total global energy-related carbon emissions. We’re making a lasting impact on our industry and within our communities by addressing the climate, affordability and equity crises through:

• renewables and energy services
• engineering and design
• construction and facility services

To get where we’re going, we need big thinkers, problem solvers and collaborative mindsets. Does that sound like you?

The Opportunity with McKinstry

We are currently seeking a Senior Service Manager to join the team as a member of our growing Service Oregon division. Some responsibilities include:

Functional Management

• Serves as a Subject Matter Expert on business operations and processes, methods and procedures, and interdepartmental operations to include (but not limited to) technology and project management, billing, and contract management.
• Resolves operational and interdepartmental problems efficiently, working proactively to reduce underlying issues and to create improvements.
• Identifies and implements business operations strategies and processes to optimize efficiency and results.
• Defines and tracks Key Performance Indicators to set clear expectations of performance and for improvement.
• Responsible for regular reporting in the areas of operational Key Performance Indicators, staffing, and tactical operational opportunities.
• Act as a steward of McKinstry culture and all company policies and procedures.

Team Management

• Responsible for building a supportive work team to ensure superior customer service, high retention of employees, and a preferred place to work.
• Select, train, coach and manage team members to meet business needs.
• Communicates performance expectations and provides performance feedback.
• Assess Team and Individual effectiveness through the use and analysis of available reports and data.
• Responsible for actively coaching and developing team. Works collaboratively with Director of Operations and Human Resources to address assigned coaching.

Communication

• Communicates formally and informally- Company, Line of Business and Business Unit goals, policies, plans and priorities.
• Communicates relevant McKinstry and client policies and procedures to ensure employee compliance.
• Handles escalated issues with internal and external clients and takes appropriate action to resolve them appropriately.
• Works collaboratively with management team and others outside of Service Line of Business.

What You Need to Succeed at McKinstry

• Bachelor’s degree or equivalent professional experience required.
• Three (3) to five (5) years in a supervisory role in a support-oriented environment preferred.
• One (1) to two (2) years in a project management role preferred.
• Three (3) to five (5) years in managing back-office processes (i.e.: technology management, client billing, contract management, reporting and analysis) preferred.
• Intermediate to advanced working knowledge of Microsoft Office Suite - Word, Excel, PowerPoint, and Outlook required; working knowledge of SharePoint preferred.
• Intermediate working knowledge of CRM and/or ERP system(s) – Salesforce and Viewpoint preferred, but not required.
• Knowledge of:
• Operational finance, budgeting and oversight required.
• Management and coaching techniques required.
• Process/Workflow Management required.
• Project Management preferred.
• Experience in managing remote and/or multi-site teams preferred.

When it comes to the basics, we have you covered:

• Competitive pay
• 401(k) with employer match and profit-sharing plan
• Paid time off and holidays
• Comprehensive medical, prescription, dental, and vision with low or zero deductible options and low out of pocket maximums

People come first at McKinstry, and we go beyond the basic benefits with:

• Family formation benefits, including adoption and IVF assistance
• Up to 16 weeks paid parental leave
• “Building Good” paid community service time
• Learning and advancement opportunities via McKinstry University
• McKinstry Moves onsite gyms or reimbursement for remote workers

See benefit plan documents for complete details.

If you’re driven by our vision to build a thriving planet together, McKinstry is the place to build your career.

The pay range for this position is $93,600 - $147,060 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Base pay information is based on market location. A bonus may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

The McKinstry group of companies are equal opportunity employers. We are committed to providing equal employment opportunities to all employees and qualified applicants without regard to sex, gender identity, sexual orientation, age, race, color, creed, marital status, national origin, disability, veteran status, genetic information or any other basis protected by law. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training. This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.

McKinstry is a drug-free workplace. Employment is contingent upon successfully passing a pre-employment drug and alcohol test, complying with the requirements of the Immigration Reform and Control Act and a Confidentiality Agreement, in addition to successful outcomes of background and reference checks.

Applicants for this role will only be considered if they possess current US Work Authorization, and do not require employer-sponsored VISA support to begin or remain in this role.