ASSISTANT DIRECTOR OF OPERATIONS

Compass Group•Groton, CT

1d•Onsite

About The Position

ESFM is the corporate facilities management (FM) division of Compass Group USA, a Gold-level Corporate Sustaining Partner of the International Facility Management Association (IFMA), and a Platinum Corporate Member of the Association of Energy Engineers (AEE). ESFM self-performs 80% of all FM services provided to clients. Our portfolio of solution categories includes Facilities Maintenance & Engineering, ESG Programming, Laboratory Support Services, Janitorial & Industrial Cleaning, Landscaping & Grounds Management, Workplace Solutions and Managed Services. This self-performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees. ESFM’s clients include many household names from the life sciences, technology, oil & gas and manufacturing markets. The Soft Services Facilities Manager oversees the non-technical aspects of facility management, including cleaning, security, waste management, catering, reception, and general support services. The role ensures consistent, high-quality service delivery through effective vendor management, strong customer service, and compliance with applicable health and safety requirements.

Requirements

Bachelor’s degree in facilities management, business administration, hospitality, or related field; or equivalent combination of education and experience.
3+ years of experience managing soft services in a commercial, industrial, healthcare, education, or corporate environment.
Experience managing third-party vendors and service contracts, including KPI/SLA tracking.
Working knowledge of health and safety practices applicable to facilities/contracted services.
Proficiency with Microsoft Office (Outlook, Excel, Word) and work order/service request systems.
Customer-focused service mindset with strong problem-solving and follow-through.
Vendor management, negotiation, and performance management skills.
Ability to define, measure, and improve service delivery using KPIs, audits, and feedback.
Strong communication skills (written and verbal) with the ability to manage escalations professionally.
Organizational skills to coordinate multiple services, priorities, and schedules.
Working knowledge of applicable safety practices (hazard awareness, safe work procedures, incident reporting).
Basic budgeting and cost control skills; comfort working with invoices and service reporting.

Nice To Haves

Experience managing hospitality services
Familiarity with sustainability and waste diversion/recycling programs.

Responsibilities

Manage day-to-day soft services operations to meet service levels, stakeholder expectations, and budget requirements.
Oversee contracted service providers (e.g., cleaning, security, catering, waste/recycling, reception) including scope, scheduling, and performance.
Conduct regular inspections and performance reviews; address deficiencies promptly and document corrective actions.
Serve as primary point of contact for soft services issues, service requests, and escalation management.
Ensure compliance with relevant health, safety, and environmental requirements; maintain required training, records, and site procedures.
Support incident reporting, investigations, and corrective/preventive actions related to soft services work.
Coordinate service schedules around business needs (meetings, events, peak occupancy, after-hours work) to minimize disruption.
Manage inventory and consumables (e.g., restroom supplies, PPE where applicable) to maintain availability and control costs.
Track and report performance metrics, budgets, and service trends; prepare monthly/quarterly updates for stakeholders.
Build strong relationships with internal customers; communicate changes, planned activities, and service expectations.