Manager, Facility Services

Fortive • Greenville, NC

16d

About The Position

ServiceChannel is a cloud-based service automation platform for facilities management that supports sourcing, procuring, managing, and paying for repair and maintenance services through a network of commercial contractors. The Manager, Facility Services reports to the Senior Director of Facility Services and leads Facility Services professionals across multiple locations. The role drives operational excellence, customer experience, team performance, and business growth through effective service delivery and process improvement.

The Manager leads day-to-day team operations and work order management, builds customer relationships, addresses operational risks, and supports revenue growth. The role also develops team members and leaders, promotes consistent training and performance feedback, partners with internal stakeholders, and contributes to strategic initiatives and process optimization. The position supports a 24/7/365 operational environment as business needs require.

Requirements

• Bachelor's degree or equivalent professional experience.
• At least 5 years of customer service, operational leadership, or facilities management experience.
• At least 3 years of management experience leading customer-facing teams, including coaching leaders and managing escalated customer issues.
• Experience working in a high-growth, customer-centric environment.
• Proven ability to improve operational performance, customer satisfaction, and team engagement.
• Strategic and operational leadership.
• Customer-focused decision making.
• Process improvement and continuous improvement methodologies.
• Team development and employee engagement.
• Strong problem-solving and analytical skills.
• Excellent verbal, written, and presentation communication skills.
• Ability to influence stakeholders across all organizational levels.
• Adaptability and effectiveness in dynamic environments.
• Strong ownership mentality and a results-driven approach.
• Ability to support a 24/7/365 operational environment as business needs require.
• Comfort managing multiple projects, priorities, and deadlines simultaneously.

Nice To Haves

• MBA.
• Experience within an Enterprise SaaS organization.
• Knowledge of facilities management, work order management, maintenance operations, or contractor services.
• Experience supporting multi-site or geographically distributed teams.

Responsibilities

• Lead day-to-day Facility Services operations and ensure KPIs, goals, and service levels are achieved.
• Implement daily management practices to support and scale end-to-end work order management processes within ServiceChannel.
• Improve operational efficiency through standardized processes, resource management, and continuous improvement initiatives.
• Manage organizational complexity and competing priorities in a fast-paced, customer-focused environment.
• Champion exceptional customer experiences while balancing operational objectives and business needs.
• Support revenue growth by ensuring customers receive high-quality, proactive service.
• Identify and resolve operational challenges that affect customer satisfaction or service delivery.
• Maintain an understanding of customer accounts, business risks, and mitigation strategies.
• Lead, coach, and develop Facility Services team members and leaders.
• Establish professional development plans and deliver timely performance feedback through audits, coaching, and performance reviews.
• Ensure team members receive comprehensive training on systems, products, business processes, and best practices.
• Build partnerships with Sales, Operations, Client Success, and other internal stakeholders.
• Communicate changes to processes, procedures, and business priorities to support adoption and execution.
• Support special projects and strategic initiatives, including knowledge management, integrations, and process optimization.
• Guide Facility Coordinators in developing and maintaining Joint Account Plans.
• Foster customer and internal partner relationships to promote collaboration, issue prevention, and problem resolution.
• Monitor account health and proactively address operational risks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager