Vice President of Client Operations - Main Office - Job

Case Facilities Management Solutions; North Attleborough (MA); On-site; USD 150,000 - 230,000; Full time

Job summary

Case Facility Management Solutions seeks a strategic Vice President of Client Operations to lead the account directors responsible for day-to-day client relationships and to own account margin, risk, and delivery across multi-site operations.

The role requires a 10+ year track record in leading complex client portfolios, developing executive relationships, and driving growth within existing accounts while partnering with Finance, Sales, Procurement and regional operations to resolve issues and

Qualifications

• Bachelor’s degree in Business, Operations, or a related field (MBA or equivalent a plus).
• 10+ years of leadership experience in a multi-site service business, including responsibility for customer relationships and service delivery.
• Demonstrated success leading account leaders, managing account economics, retaining customers, and coordinating delivery across operational teams.
• Experience managing complex customer portfolios, resolving service issues, and identifying opportunities for account growth.
• Strong executive presence, commercial judgment, and ability to build trust with customers and internal partners.
• Ability to lead through change, set clear priorities, and maintain accountability in a growing organization.

Responsibilities

• Lead and develop the account directors responsible for day-to-day customer relationships, establishing clear expectations for client communication, account planning, and accountability.
• Own account margin and client retention. Partner with Finance to review account performance, forecast risks, and develop corrective plans with regional operations teams.
• Ensure account directors understand customer expectations, contractual commitments, and site needs, and translate them into coordinated delivery plans with regional operations.
• Use operational and financial reporting to track service performance, margin, retention risk, and client issues. Establish regular account reviews and follow through on corrective actions.
• Build strong executive customer relationships and lead escalations, ensuring timely communication, coordinated recovery plans, and confirmation that issues are resolved.
• Serve as the COO's principal partner for client operations, translating company priorities into account plans and escalating competing priorities or commitments that require executive decisions.
• Contribute to growth within existing accounts by identifying additional customer needs and partnering with Sales on expansion and renewal opportunities.
• Partner with Procurement, Finance, Sales, Technology, and field leadership to address delivery constraints, improve client visibility, and resolve recurring service issues.
• Implement consistent onboarding, customer communication, and account review practices so clients receive clear ownership and coordinated service across locations.

Skills

Client Relationship Leadership

Coordination Across Client andRegional

Account Margin and Retention

Data Driven Decision Making

Leadership Development andAccounta b

Executive Communication and Escalation

Executive Communication and Escalation

Education

Bachelor’s degree in Business, Operations, or a related field

MBA or equivalent a plus

Job description

Vice President of Client Operations

Case Facility Management Solutions is an industry leader in exterior facility services, focused on snow and landscape services. Case FMS services over 30,000 small and large commercial sites across 50 states and we continue to grow at a rapid pace.

Description

• Lead and develop the account directors responsible for day-to-day customer relationships, establishing clear expectations for client communication, account planning, and accountability.
• Own account margin and client retention. Partner with Finance to review account performance, forecast risks, and develop corrective plans with regional operations teams.
• Ensure account directors understand customer expectations, contractual commitments, and site needs, and translate them into coordinated delivery plans with regional operations.
• Use operational and financial reporting to track service performance, margin, retention risk, and client issues. Establish regular account reviews and follow through on corrective actions.
• Build strong executive customer relationships and lead escalations, ensuring timely communication, coordinated recovery plans, and confirmation that issues are resolved.
• Serve as the COO's principal partner for client operations, translating company priorities into account plans and escalating competing priorities or commitments that require executive decisions.
• Contribute to growth within existing accounts by identifying additional customer needs and partnering with Sales on expansion and renewal opportunities.
• Partner with Procurement, Finance, Sales, Technology, and field leadership to address delivery constraints, improve client visibility, and resolve recurring service issues.
• Implement consistent onboarding, customer communication, and account review practices so clients receive clear ownership and coordinated service across locations.

Position Requirements

• Bachelor’s degree in Business, Operations, or a related field (MBA or equivalent a plus).
• 10+ years of leadership experience in a multi-site service business, including responsibility for customer relationships and service delivery.
• Demonstrated success leading account leaders, managing account economics, retaining customers, and coordinating delivery across operational teams.
• Experience managing complex customer portfolios, resolving service issues, and identifying opportunities for account growth.
• Strong executive presence, commercial judgment, and ability to build trust with customers and internal partners.
• Ability to lead through change, set clear priorities, and maintain accountability in a growing organization.
• Client Relationship Leadership
• Coordination Across Client and Regional Operations
• Account Margin and Retention Management
• Data Driven Decision Making
• Leadership Development and Accountability
• Executive Communication and Escalation Management

Full-Time/Part-Time Full-Time

Location Main Office

Number of Openings 1

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.