Strategic Operations Leader for Key Accounts

Quiet Capital; Cincinnati (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, dental and vision coverage on–

401K match

Paid caregiver leave

Employee Assistance Program

Paid time off

Job summary

Divisions Maintenance Group seeks an Operations Manager in Cincinnati, OH to act as a strategic operational partner to the GTM department leader, driving service excellence and KPI achievement across accounts and teams.

The role balances hands-on management with data-driven planning, mentoring early-career talent, and leading cross-functional initiatives to support account growth and customer satisfaction.

Qualifications

• Bachelor's degree preferred in Business Administration, Operations Management, Management, Supply Chain, Facilities Management, or related field, or equivalent relevant work experience.
• 5+ years of related experience in operations management, service delivery, sales support, facilities maintenance, or service provider environments, including direct customer interaction and leadership responsibility for teams delivering services.
• Proven experience leading, coaching, and developing team members, including early-career, in-training, or first-time contributors.
• Strong operational and strategic mindset with ability to manage day-to-day execution while aligning with KPIs and business impact.
• Demonstrated ability to manage complex escalations, assess risk, and escalate appropriately while aligning with department leadership.
• Proven ability to prioritize and manage multiple workstreams, tickets, projects, and initiatives simultaneously in a fast-paced environment.
• Strong analytical skills with the ability to compile, interpret, and act on operational and performance data.
• Excellent written and verbal communication skills across diverse audiences.
• Experience with Microsoft Office suite (Excel, Word, PowerPoint, SharePoint, Teams, Outlook) and CRM experience.

Responsibilities

• Act as a strategic operational advisor and support partner to the department leader, providing insight, recommendations, and execution support for key initiatives, staffing strategies, and account priorities.
• Provide operational leadership across assigned strategic accounts, ensuring consistent execution, adherence to client requirements, and achievement of SLAs and KPIs.
• Own and manage high-level ticket and customer escalations, serving as the primary escalation point for complex, high-impact issues and ensuring timely resolution.
• Oversee workload planning and load balancing across Account Executives (AEs) in training and Associate Operations Managers (AOMs) by monitoring volume, capacity, and coverage.
• Directly manage and mentor AOMs and AEs during their training period, providing coaching, performance feedback, and development guidance.
• Ensure onboarding, training reinforcement, and performance management for early-career employees, focusing on accountability and development.
• Partner with AOMs and Operations peers to execute plans, identify gaps, and implement improvements.
• Lead or support cross-functional initiatives with Field teams, service providers, and internal stakeholders to deliver scalable solutions.
• Participate in executive communications and Top-to-Top meetings with senior customer leadership as requested.
• Analyze data to identify trends, risks, and opportunities and translate insights into improvements.
• Drive continuous improvement by identifying inefficiencies and leading process, technology, and workflow enhancements.
• Model a customer-focused culture and manage risk in all interactions.
• Support change management and operational readiness during growth or change.
• Other duties as assigned by management.

Skills

Leadership

Communication

Analytical

Project management

Problem-solving

Strategic mindset

Stakeholder management

Change management

Attention to detail

Customer focus

Education

Bachelor's degree

Tools

Excel

Word

PowerPoint

SharePoint

Teams

Outlook

CRM

Job description

Divisions Maintenance Group seeks an Operations Manager in Cincinnati, OH to act as a strategic operational partner to the GTM department leader, driving service excellence and KPI achievement across accounts and teams.

The role balances hands-on management with data-driven planning, mentoring early-career talent, and leading cross-functional initiatives to support account growth and customer satisfaction.