Operations – Category Manager
About The Position
The Category Manager leads a team responsible for operational oversight of key facilities service categories, including Janitorial, Landscaping, Pest Control, and soft assets. This operations-focused role monitors day-to-day service delivery, performance, and compliance; manages escalations; tracks KPIs; and leads projects to improve service quality and operational efficiency. The Category Manager works with site teams, Facility Managers, the Operational Lead, the Operation Project Manager, and Senior Leadership to ensure assigned categories consistently meet service-level expectations. The role calls for a hands-on, process-driven leader who can identify operational gaps and develop processes to address them. The role also requires a strategic mindset and the ability to manage complex, interrelated projects while driving organizational change and improvement. It is remote and based in Charlotte, North Carolina. The position does not provide visa sponsorship; candidates must be authorized to work in the United States without sponsorship.
Requirements
- Minimum of 5–7 years of experience in commercial real estate.
- Ability to communicate effectively with senior-level stakeholders, site teams, and vendors, including conflict resolution and negotiation.
- Strong analytical and critical-thinking skills, including root-cause analysis, trend identification, and translating data into actionable process improvements.
- Strong organizational and time-management skills, with the ability to prioritize competing demands.
- Demonstrated ability to define, track, and report on KPIs.
- Strong project-management skills and ability to manage multiple projects across categories and sites.
- Ability to work well in a demanding, fast-paced environment.
- Proficiency in Excel and MS Office.
- Experience with dashboard or reporting tools.
Nice To Haves
- Experience leading or managing a team.
- Corporate real estate, facility management, or engineering experience.
Responsibilities
- Monitor day-to-day operational performance of assigned categories and serve as the subject matter expert on their service scope, standards, and vendor obligations.
- Track service delivery across portfolio sites and partner with site-level Facility Managers to resolve category-specific issues.
- Own category escalation processes, triage issues, determine root causes, coordinate resolutions, track recurring trends, and document outcomes and lessons learned.
- Define and maintain category KPIs covering service quality, responsiveness, compliance, and cost efficiency.
- Build and maintain KPI dashboards and reports, conduct performance reviews with vendors and internal stakeholders, and report trends to Senior Leadership.
- Manage category-related projects such as service transitions, remediation initiatives, vendor onboarding, and site-level rollouts, from scope definition through close-out.
- Coordinate cross-functional resources and communicate project status, risks, and outcomes to stakeholders.
- Identify operational gaps and inefficiencies; design, implement, and refine processes, procedures, and tools that improve service consistency, escalation handling, and KPI tracking.
- Standardize best practices across sites and support consistent adoption.
Benefits
- 401(k) plan with matching company contributions.
- Comprehensive medical, dental, and vision care.
- Paid parental leave at 100% of salary.
- Paid time off and company holidays.
- Early access to earned wages through Daily Pay.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
