Director of Soft Services - Facilities

Aramark•Burlington, MA

1d•$120,000 - $140,000•Hybrid

About The Position

The Director of Soft Services will lead and oversee the delivery of integrated facility services across the client portfolio. This role is responsible for managing soft services for a multi-site operation, ensuring high-quality service delivery, financial performance, and strong client and vendor relationships. Provide strategic leadership for non-technical service lines including custodial, waste and recycling, landscaping, pest control, and other facilities support services. This position plays a critical role in driving operations consistency, service excellence, and continuous improvement across a geographically diverse portfolio.

Requirements

Bachelor’s degree or equivalent experience
8-10 years facilities management experience
5+ years of multi-site experience
Strong financial and vendor management experience
Computer use is required. Highly proficient with MS Word, Excel, Outlook, PowerPoint, and ability to learn various software systems to support the position.
Able to wear appropriate Personal Protective Equipment (PPE) as required by the task.
Must be physically able to lift, lower, carry, push, and pull objects up to 50 pounds.
Must be able to stand, walk, and sit for extended periods of time.
Work to support the team may be necessary in any weather conditions.
Non-commercial driver’s license required

Nice To Haves

Manufacturing experience preferred
IFM experience preferred
Lean or Six Sigma certifications preferred

Responsibilities

Provide strategic leadership for non-technical service lines including custodial, waste and recycling, landscaping, pest control, and other facilities support services.
Ensure high-quality service delivery, financial performance, and strong client and vendor relationships.
Drive operations consistency, service excellence, and continuous improvement across a geographically diverse portfolio.
Model key leadership behaviors and ensure the highest levels of safety, quality and service excellence for employees and clients.
Establish and maintain effective client and customer rapport for a mutually beneficial business relationship.
Deliver client and company financial targets.
Ensure consistent application of Aramark’s operating standards and processes (Operational Excellence).
Maintain a safe and healthy environment for clients and employees.
Comply with all applicable policies, rules, and regulations, including but not limited to relating to safety, health, and wage and hour.
Meet or exceed all client security procedures and metrics.
Adhere to established procedures to provide a safe working environment including aligning with OSHA, state/local, federal, and Aramark regulations.
Maintain compliance with Aramark and Client standards, scope of work, Business Conduct Policy, and all federal, state, and local regulations.
Respond to all communication on a frequent basis and timely manner.
Establish and track service standards, KPI’s, and performance expectations.
Utilize data to drive operational excellence through standardization and process improvement.
Manage budgets, forecasts, and cost control initiatives.
Identify efficiency and cost-reduction opportunities.
Oversee third-party vendors and performance.
Serve as key point of contact for client stakeholders.
Provide regular performance reporting.
Ensure completion of disciplinary documentation and investigations in a timely manner and in alignment with the respective employees.
Coach, present, and maintain confidentiality of disciplinary notices and investigations with the support of the next level manager and human resources.
Recruit, interview, make hiring decisions, and recognize employees.
Effectively coach and train employees utilizing methods that support each individual’s learning style to develop employees to success and promotion opportunities.
Promote accountability and continuous improvement.
Train employees on proper and safe use of all equipment and chemicals.
Respond to safety concerns and escalate as needed.
Ensure safety moments and safety training are completed on a daily and/or weekly basis.
Model professional behavior and language.
Support a diverse team of employees with equity and inclusivity.
Assist in developing schedules and routes and correcting inefficiencies.
Complete assigned yearly training in a timely manner (LMS).
Maintain a high degree of integrity and confidentiality.
Effectively communicate with clients and occupants to resolve complaints, improve proactive measures, and reduce waste.
Educate stakeholders in all causes and sources of waste and inefficiency in custodial operations and promote continuous improvement initiatives to prevent failure.
Foster site-wide initiatives to upgrade lean/green methods and technologies including chemicals, tools, and equipment.
Develop recommendations for upgrading the site’s physical condition (clean-ability), with improved building products, fixtures, equipment surfaces, and finishes.
Conduct monthly compliance audits of the entire site to identify process deficiencies in relation to scope, standards, processes, methods, equipment, and individual performance.
Conduct safety walks (Safety Observation Tours), monitor mandatory and refresher safety training and records.
Oversee the investigation of safety incidents and validate Safety Incident Reports on the root causes of incidents and the site-wide implementation of permanent preventive measures.