Regional Field Operations Manager

Mai Placement•New York, NY

1d•Onsite

About The Position

This role exists to strengthen operational consistency, elevate client experience, and improve accountability across a large multi-site service operation throughout the NYC region. The company is seeking a polished, customer-centered operations leader who can build strong client relationships, lead with professionalism and respect, and drive performance across multiple active sites without losing focus under pressure. This is not a desk role. This person will spend the majority of their time in the field leading managers, solving problems in real time, strengthening team accountability, and ensuring clients consistently receive an exceptional service experience. The right leader knows how to stay calm in challenging situations, proactively prevent operational issues before they escalate, and create practical solutions that keep teams and customers aligned. You will oversee approximately 5 direct reports and multiple field teams across a fast-paced regional operation.

Requirements

Experience leading multi-site field operations or service-based operations environments
Proven experience managing managers and field leadership teams
Strong customer relationship and client-facing experience
Experience driving accountability and KPI-focused performance management
Ability to operate effectively in high-pressure, fast-moving environments
Strong communication, leadership, and organizational skills
Comfortable spending significant time in the field across multiple locations
Ability to solve operational problems quickly and professionally
Experience overseeing multiple active sites simultaneously
Experience directly managing leadership-level employees
Strong customer-facing communication skills
Proven ability to train, coach, and hold teams accountable
High ownership mentality with strong follow-through
Ability to stay composed and solution-oriented under pressure
Willingness to travel extensively throughout the NYC region

Responsibilities

Own operational execution across multiple active client sites throughout the NYC region
Lead, coach, and develop approximately 5 direct reports and supporting field teams
Drive accountability, follow-through, and performance standards across all locations
Ensure field leadership remains aligned on service expectations, responsiveness, and professionalism
Maintain visibility across operations and quickly resolve site-level issues before escalation
Build strong long-term relationships with key clients and stakeholders
Serve as a senior operational presence for escalations, problem resolution, and ongoing communication
Ensure clients consistently experience responsive, high-quality service
Strengthen retention through operational consistency and proactive relationship management
Create solutions that improve customer experience and operational efficiency simultaneously
Train managers and field leaders on expectations, communication, accountability, and execution
Establish and track KPIs tied to operational performance and customer satisfaction
Hold teams accountable while maintaining a respectful, professional culture
Identify gaps in performance early and implement corrective action plans quickly
Build a culture of ownership, urgency, and proactive execution
Anticipate operational risks and proactively prevent disruptions
Resolve daily field challenges quickly without losing focus on larger priorities
Improve communication flow between field operations, leadership, and clients
Ensure operational standards remain consistent across all locations
Support scalable systems and processes that improve regional execution