Assistant Account Director

UG2•Pittsburgh, PA

25d

About The Position

The Assistant Account Director is responsible for the daily management and execution of custodial services across the Carnegie Mellon University campus. Reporting directly to the Account Director, the role supports exceptional service quality, operational efficiency, employee engagement, and client satisfaction while ensuring alignment with contract requirements and UG2 standards. As a member of the campus leadership team, the Assistant Account Director oversees frontline management, supervisors, and custodial staff across multiple shifts, and works with the Account Director to implement initiatives, manage labor resources, and maintain a high-quality custodial operation.

Responsibilities

Support the Account Director in managing and executing custodial services throughout campus.
Ensure compliance with UG2 safety policies, procedures, programs, OSHA regulations, and campus safety requirements; promote safety through enforcement, training, and oversight.
Direct and support shift managers, supervisors, and frontline teams to ensure consistent service delivery and operational excellence.
Ensure custodial activities comply with contract requirements, campus standards, and UG2 best practices.
Develop, implement, and maintain standardized operating procedures across shifts.
Monitor staffing levels and deployment strategies to use labor resources efficiently.
Assist with planning and executing event support services and special projects.
Maintain an annual periodic cleaning program and ensure scheduled work is completed.
Serve as an operational liaison with campus stakeholders, facilities management personnel, department representatives, event coordinators, and vendors.
Respond to work requests, service concerns, and operational challenges; participate in client meetings and maintain stakeholder relationships.
Support the Account Director in maintaining a visible campus presence and positive client relationships.
Partner with Quality Assurance personnel to monitor inspection programs, quality metrics, corrective action plans, and reporting systems.
Conduct inspections and audits to ensure compliance with service standards.
Use custodial management and inspection software to track performance, productivity, and quality outcomes.
Lead, coach, and develop supervisors and frontline employees; support employee engagement, recruitment, onboarding, training, performance management, and succession planning.
Promote continuous improvement, operational innovation, diversity, equity, inclusion, and affirmative action initiatives.
Assist the Account Director with labor budgets, expenses, and productivity targets; identify cost savings and efficiency improvements.
Support operational reporting, workforce analyses, and performance metrics.
Manage inventory of supplies, chemicals, and equipment.
Assist with vendor and subcontractor oversight to ensure service expectations are met.
Directly supervise custodial supervisors, area managers, and frontline team members, including responsibility for performance, coaching, scheduling, training, and development.
Foster accountability, teamwork, customer service, and continuous improvement.