Manager, Facility Services

Fortive•Greenville, SC

10h

About The Position

The Manager, Facility Services leads a team of Facility Services professionals across multiple locations and reports to the Senior Director of Facility Services. The role drives operational excellence, improves customer experience, manages team performance, and supports business growth through effective service delivery and process improvement. The Manager oversees day-to-day operations and work order management, ensuring service levels and performance goals are met. The role promotes consistent processes and effective resource management while addressing customer and operational challenges. It also leads team development through coaching, training, feedback, and performance reviews; builds partnerships with internal stakeholders; supports strategic initiatives; and guides account planning and proactive risk management. The position supports a 24/7/365 operational environment as business needs require and involves managing multiple projects, priorities, and deadlines in a collaborative, fast-paced, growing organization.

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.
Demonstrated ability to improve operational performance, customer satisfaction, and team engagement.
Ability to support a 24/7/365 operational environment as business needs require.
Strong strategic and operational leadership, customer-focused decision-making, problem-solving, analytical, communication, stakeholder-influence, adaptability, and results-driven skills.

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.
Familiarity with process improvement and continuous improvement methodologies.

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.
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 affecting 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 support employee growth and continuous learning.
Provide regular, balanced, and timely feedback through audits, coaching sessions, and performance reviews.
Ensure team members receive training on systems, products, business processes, and best practices.
Build partnerships with Sales, Operations, Client Success, and other internal stakeholders.
Communicate process, procedure, and business-priority changes 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 relationships that promote collaboration, issue prevention, and effective problem resolution.
Monitor account health and proactively address operational risks.