Operations & Client Success
· Maintain exceptional service quality across key customer accounts.
· Conduct regular inspections and quality assurance visits.
· Partner with Facility Solutions Managers and Night Managers to resolve service issues and improve client satisfaction.
· Ensure corrective actions are completed and verified.
· Deliver a consistent “WOW Experience” to customers.
· Assist in selecting Independent Contractors (ICs) for new and reactivated accounts.
· Conduct customer walkthroughs and support successful account transitions.
· Work closely with contractors during account startups to ensure service expectations are met from day one.
Team Leadership & Development
· Lead, coach, and develop Night Managers and operational team members.
· Create accountability through training, inspections, communication, and follow-up.
· Evaluate and develop the Senior Night Manager with the goal of expanding leadership responsibilities.
· Support implementation of company policies, procedures, and continuous improvement initiatives.
Equipment & Facility Operations
· Oversee commercial floor care equipment across the territory.
· Troubleshoot and coordinate repairs for scrubbers and other cleaning equipment.
· Ensure proper maintenance schedules and preventative care are followed.
· Support Night Managers and contractors with equipment-related issues to minimize service disruptions.
Planning & Problem Resolution
· Conduct planning meetings regarding new starts, staffing needs, contractor coverage, and scheduling.
· Address operational challenges including:
o Emergency service needs
Reporting & Administration
· Monitor inspection performance and account coverage metrics.
· Track operational reports, account visits, and service quality measures.
· Maintain accurate account information, schedules, alarm codes, and after-hours contact records.
· Coordinate inventory management and product deliveries.