Director Of Operations

Broadway National Group•Hauppauge, NY

60d•$100,000 - $165,000

About The Position

Broadway National provides property management and facility services to national and international clients across industries including technology, restaurants, supermarkets, facility maintenance, retail, and specialty businesses. The Director of Operations leads operations management and frontline staff, overseeing approximately 10–30 employees and ensuring that client expectations, contractual requirements, and service delivery standards are met. The role serves as the senior Operations contact for client leadership and partners with Operations Managers, Sales, Account Executives, Finance, and Operations leadership. It oversees account performance and financials, develops forecasts and operational plans, addresses escalations, and improves policies and processes to support growth, efficiency, and client satisfaction. Travel is required as needed for client meetings and operational needs. Broadway National describes its workplace as family-oriented and offers employees tools and opportunities to grow within the company. It welcomes experienced industry professionals and people interested in developing their knowledge of facility maintenance. The company is an equal opportunity employer and values diversity.

Requirements

7+ years of experience in service operations, with progressive leadership responsibility.
Experience managing both frontline employees and management-level staff.
Strong understanding of operational and financial performance, including gross profit, forecasting, volume trends, and account performance.
Strong leadership skills, including the ability to coach, motivate, develop, and hold teams accountable.
Excellent client relationship and customer service skills.
Strong problem-solving and decision-making abilities.
Excellent verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced, high-volume environment.
Proactive, organized, and detail-oriented.

Nice To Haves

Bachelor’s degree preferred.
National retail and/or facility maintenance experience strongly preferred.
Experience working with and managing subcontractors preferred.

Responsibilities

Oversee and lead Operations management and frontline staff, with responsibility for approximately 10–30 employees.
Maintain a strong understanding of client expectations, contractual requirements, and service delivery standards.
Partner with Operations Managers to develop strategies that exceed client expectations and improve overall account performance.
Serve as the primary escalation point and senior Operations contact for client leadership.
Partner with Sales and Account Executives on client presentations, business reviews, RFPs, and growth opportunities.
Monitor gross profit, account performance, and volume trends, identifying concerns and implementing corrective action plans.
Develop account forecasts, projections, and operational plans in partnership with Finance and Operations leadership.
Lead and resolve high-level client, vendor, and operational escalations.
Make staffing and organizational decisions based on business needs, including team structure, employee development, performance management, and terminations.
Identify SLA performance gaps, determine root causes, and implement solutions to improve service delivery.
Develop and improve operational policies, procedures, and processes to support company growth, efficiency, and client satisfaction.
Maintain accountability across Operations teams for performance, service levels, productivity, and overall execution.
Be prepared to report on account performance, financials, staffing, and operational challenges during leadership meetings.
Travel as needed for client meetings and operational needs.
Participate in interviewing and selecting Operations employees as needed.