Operations Manager

ISS•New Haven, CT

5d•$98,253 - $105,000

About The Position

The Site Operations Manager leads a motivated, service-minded team to ensure a facility operates smoothly and provides a safe, engaging, and high-quality workplace experience. The role plans, organizes, and directs facility operations, including soft and hard services, vendor management, and related activities, in line with client requirements and ISS corporate quality standards. The manager takes ownership of site performance, employee engagement, and retention while collaborating with direct reports, vendors, local stakeholders, clients, and regional leadership. The position oversees operational performance across one or more properties in a metropolitan region. It drives safety, service excellence, customer experience, and cost efficiency; ensures contractual requirements and service-level agreements are met; and supports operational teams in a dynamic environment. The manager serves as a visible local point of contact, advises clients and ISS leadership on facilities decisions, and promotes innovation, cross-skilled teamwork, and continuous improvement. The role may involve local travel by car, depending on the work site or location, and schedules may include days, nights, weekends, or holidays as needed.

Requirements

At least 4 years of management experience in facility management operations or engineering, with a strong customer-service emphasis.
Experience leading or managing frontline teams to meet operational SLAs and compliance requirements.
Strong communication, decision-making, leadership, and problem-solving skills.
Professional and political aptitude.
Strong computer proficiency, including Excel, PowerPoint, Word, Outlook, CMMS systems, and BMS systems.
Experience managing operational budgets and applying general accounting principles.
Experience creating capital budgets and reporting.
Experience with CMMS software and work-order management for service execution and employee coordination.
Knowledge of basic mathematical concepts to calculate ROI, create proposals and cost-saving programs, and adhere to operating budgets.
Ability to walk or stand for prolonged periods.
Ability to lift, carry, and place up to 50 pounds at a time.
Ability to work schedules that include days, nights, weekends, and/or holidays as needed.

Responsibilities

Lead, engage, and motivate teams delivering hard, soft, and operational services, including vendor-managed work.
Plan, organize, direct, and coordinate daily facility operational activities across one or more properties.
Ensure work meets contract requirements, service specifications, applicable SLAs, and ISS quality standards; remedy performance problems, errors, or omissions promptly.
Promote safety, service excellence, customer experience, and cost efficiency throughout facility operations.
Provide oversight and operational support to teams, balancing role responsibilities and client and management deliverables.
Communicate and negotiate effectively with clients, customers, peers, colleagues, vendors, visitors, and local stakeholders.
Act as the main local point of contact for site employees, visitors, vendors, stakeholders, and ISS employees.
Advise clients and ISS regional leadership on facilities operations and performance decisions.
Ensure health and safety requirements are established and followed by onsite staff and subcontractors.
Use industry trends, business intelligence, data, and reporting to foster innovation, creative problem-solving, customer satisfaction, resilience, and operational efficiency.
Act as client liaison and work with property management, where applicable, to ensure facility services meet building service and quality expectations.
Monitor the appearance of buildings and grounds and address issues that may detract from the desired appearance.
Promote the OneISS team approach through cross-skilled training and collaborative ways of working.
Communicate across accounts and the company, participate in project groups and meetings, and support learning and development.
Promote account successes and contribute to the further development of ISS.
Comply with HSEQ policies and procedures, participate in HSEQ training, maintain environmental responsibility and quality standards, and report potential hazards or compliance concerns.