Associate Director of National Operations

Interstate – A Premier Facility Services Provider•Wilmington, DE

About The Position

Associate Director of National Operations is responsible for creating and maintaining positive internal team and client relationships and implementing and executing client-specific facility services programs within our diverse industry segments. This position helps support critical business functions including the achievement of budget and profitability goals, site-specific project scopes, customer retention, quality assurance and consistent client experience, in addition to onboarding and training of the operational leadership. The Associate Director will be responsible for overseeing senior operations leadership and assuring success across multiple teams across the country. This role shares home office and field responsibilities to ensure client satisfaction and preservation of Interstate’s brand.

Requirements

Minimum 10-15 years of experience in janitorial and/or professional services industry operational roles with significant leadership experience.
Deep knowledge of the professional services industry.
Experience leading and coaching teams across the nation.
Proven record of leading high performing teams and achieving profitability goals.
Strong familiarity with organizations whose workforce is primarily comprised of hourly associates and experience managing and retaining hourly associates.
Ability to collect relevant data, form insights, create and implement strategies that have material impact on operations.
Experience supporting both office and field teams.
Microsoft Office Suite proficiency
Willingness to travel
Candidate must have reliable transportation, be legally authorized to work in the United States, and be willing to submit to a background check.

Responsibilities

Possess a deep knowledge of “BSCs” and the janitorial/facilities industry (i.e., building types and needs, client expectations, local market conditions/norms, industry trends, contract set ups, SOPs, traditional scopes of work, know-how to operate equipment, understanding of chemicals and suppliers).
Responsible for overseeing a team of senior Operations Managers including routine support of collective portfolio needs.
Creates and maintains strong internal team relationships with Regional Operations Managers and Operations Managers.
Drive consistency, compliance, and accountability throughout the field organization by designing, implementing, and overseeing processes.
Be a champion of policies that ensure the Company’s ability to scale and achieve margin, growth and retention targets.
Responsible for the delivery and successful execution of contracted janitorial services within portfolio.
Deep understanding of various industry segments and how staffing models and productivity rates can be affected and refined.
Work closely with Operations Managers and Regional Managers to develop their leadership skills, and management capabilities; recommend career advancements when applicable.
Make sure all operations leadership is knowledgeable on the differences between job titles and have clear understanding of job assignments, roles and responsibilities to ensure team and individualized accountability.
Ensure compliance of Company Policies and Procedures, Code of Conduct and team members exemplifying Interstate’s Values.
Build long-term, sustainable partnerships with key client personnel at each location.
Work closely with Finance Manager to implement changes as advised by facilitating measures with operations teams to drive the growth of profitable accounts and lessen the loss of non-profitable accounts through productivity and revenue growth; Ensure budgetary goals are met throughout the portfolio at large.
Consistently travel to and visit sites as required nationally; participate in various onsite meetings with the client and manager/site manager.
Participate in Client quarterly reviews and presentations.
Effectively address all client related and internal communications in real time with a sense of urgency (emails, phone calls, requests); be available around the clock as needed.
Be a steward of Company assets including travel and other routine business expenses; lead by example and assure all team members throughout portfolio are adhering to policies.
Properly escalate issues that could impact local or national perceptions of Interstate as a preferred facility services provider.
Review budget performance each pay period to ensure all buildings are operating at or below their defined budget. Provide course correcting actions when necessary (including labor and supplies expenses) to avoid budget overages escalate when needed.
Ensure cost control levers and metrics are in place to proactively monitor overall supply spend supporting their alignment with the monthly budget.
Work directly with internal team when client is failing to adhere to timely payments.
Define opportunities at client sites to expand Company’s role and service offering by up-selling and cross-selling; work closely with Executive Director, Client Delivery & Field Support in expanding growth trajectory.
Work with leadership to negotiate modifications to compensation or staffing plans based on site specific needs, market conditions and client-driven initiatives.
Prepare and develop budget, performance and operational reports each month or as required; review reporting monthly with leadership.
Review site specific performance standards and ensure portfolio-wide standards are being met; Create plan to correct locations where performance is not meeting or exceeding SOWs.
Proactively create consistent and effective operational processes and manage them through implementation and ongoing review.
Drive and promote a strong culture of safety and awareness; reinforce both Interstate’s and client’s safety programs.
Review formal quality checks and inspections for each site according to plan; request reporting when failed to receive.
Continuously monitor the overall performance of each site and make appropriate changes to improve performance.
Leverage relationships with existing local partners and national 3rd party vendors and suppliers for onsite material, supplies and equipment (ordering, repairing, testing new products where applicable).
Additional duties as defined.