Account Compliance Manager (PM Shift)

City Wide Facility Solutions•Kent, WA

5h•Onsite

About The Position

City Wide Facility Solutions of Washington is seeking a hands-on, organized, and relationship-driven Account Compliance Manager to join their Operations team. This leadership-focused evening position is responsible for overseeing service quality, supporting Independent Contractors, addressing client needs, conducting inspections, and ensuring accounts consistently meet City Wide and client expectations. The role involves maintaining high standards of quality and compliance across an assigned group of commercial accounts, serving as a key connection between clients, Independent Contractors, Facility Solutions Managers, and Operations leadership. The ideal candidate is a strong communicator and problem-solver who enjoys being in the field, coaching others, inspecting work, and ensuring commitments are met.

Requirements

High school diploma or equivalent experience in the commercial janitorial or facility services industry.
3+ years of management experience, preferably involving coaching, motivating, developing, and leading teams across multiple locations or accounts.
Strong planning, organization, and attention to detail.
Excellent communication and interpersonal skills.
Ability to build productive relationships with employees, contractors, clients, and management.
Strong problem-solving skills and the ability to make sound decisions independently.
A continuous-improvement mindset with the ability to identify opportunities to improve processes and service quality.
Comfortable working independently in the field during evening and overnight hours.
Proficiency with Microsoft Office, email, internet-based systems, and CRM platforms.
Reliable transportation and a valid driver's license required.

Nice To Haves

Experience in commercial cleaning, facilities management, quality control, or a related field is strongly preferred.

Responsibilities

Conduct regular inspections of commercial client facilities to ensure service quality and scope of work requirements are being met.
Review account scopes of work and ensure services are being performed according to client expectations.
Respond to customer complaints, service requests, and urgent account needs.
Follow up on service issues and work toward resolving complaints by the next scheduled cleaning whenever possible.
Provide additional attention to high-priority or VIP accounts when needed.
Help support new client starts and ensure accounts are launched according to City Wide standards.
Identify service deficiencies and work with the appropriate teams to develop solutions.
Build and maintain productive working relationships with Independent Contractors and in-house team members.
Communicate client priorities, expectations, and service requirements to contractors.
Coach and support contractors in maintaining City Wide's quality standards.
Make recommendations regarding contractor assignments based on performance and account needs.
Address performance issues and take appropriate action when service levels are not being met.
Help identify and refer qualified Independent Contractors to support company growth.
Ensure contractors are following client requirements and City Wide policies.
Communicate daily with Facility Solutions Managers regarding account concerns, service issues, and priorities requiring immediate attention.
Provide a nightly recap to Operations leadership through email, phone, or other designated communication methods.
Execute City Wide operational policies and procedures, including New-Start, Customer Complaint, Four Star, and other applicable policies.
Ensure compliance with client-specific policies and procedures.
Verify the proper use of approved cleaning tools, equipment, and supplies.
Document inspections, account issues, corrective actions, and other activities in City Wide's CRM.
Exercise good judgment when determining when an issue requires additional management involvement.
Perform other operational duties as needed.