Senior Operations Manager, Commercial Service

Goodwill•Austin, TX

60d

About The Position

The Senior Operations Manager is responsible for leading, optimizing, and expanding Goodwill Central Texas' Commercial Services operations. This role merges field execution with strategic oversight—driving excellence in service delivery, workforce development, operational profitability, and compliance. The ideal candidate thrives in a mission-aligned, fast-paced, customer-focused environment and is passionate about transforming lives through the power of education and work. Strategic & Financial Leadership Own end-to-end responsibility for execution, customer satisfaction, and profitability across all assigned contracts (state, federal, and private). Develop and manage P&Ls, job costing, pricing models, and forecasts across all commercial services. Collaborate with VP on budget preparation, margin enhancement, and cost containment strategies. Lead strategic initiatives including equipment lifecycle planning, quality assurance systems, and safety protocols. Contract Management & Business Development Lead all operational aspects of contract start-ups, renewals, transitions, and closures. Partner with Business Development on proposals and bid responses; contribute to pricing, site evaluations, and client presentations. Serve as the point of escalation and senior representative for contract performance and customer satisfaction. Ensure all sites meet or exceed service level agreements (SLAs), quality assurance standards, and compliance metrics. Operational Excellence Design and execute SOPs and scalable work plans for field and facility operations, including custodial, landscaping, fulfillment, and mailroom services. Conduct regular field audits, site visits, and efficiency reviews to drive continuous improvement. Oversee fleet management, capital equipment procurement, vendor relationships, and procurement controls. People Leadership & Workforce Development Directly supervise Area Managers, Project Managers, and Site Supervisors; build a culture of caring, innovation, accountability, and servant leadership. Mission Engagement & Community Representation Represent Goodwill Central Texas in the community with integrity and mission fidelity. Serve as a visible advocate for workforce development, vocational rehabilitation, and second-chance employment. Attend and contribute to industry events, state agency meetings, and civic engagements aligned with contract and mission goals.

Requirements

Bachelor's degree or equivalent combination of education and experience.
Minimum 7+ years of progressive leadership in operations, preferably in commercial services, custodial, industrial, or facilities management.
Demonstrated success managing multi-site teams with 50+ employees.
Experience with contract compliance, proposal writing, budgeting, and asset management.
Fluent in Microsoft Office Suite; experience with ERP, budgeting tools, or operational software a plus.
Bilingual (English/Spanish) preferred.
Valid TX Driver's License, insurance, and reliable transportation required.
Strong interpersonal, communication, and servant leadership skills.

Nice To Haves

Bilingual (English/Spanish) preferred.
Fluent in Microsoft Office Suite; experience with ERP, budgeting tools, or operational software a plus.

Responsibilities

Own end-to-end responsibility for execution, customer satisfaction, and profitability across all assigned contracts (state, federal, and private).
Develop and manage P&Ls, job costing, pricing models, and forecasts across all commercial services.
Collaborate with VP on budget preparation, margin enhancement, and cost containment strategies.
Lead strategic initiatives including equipment lifecycle planning, quality assurance systems, and safety protocols.
Lead all operational aspects of contract start-ups, renewals, transitions, and closures.
Partner with Business Development on proposals and bid responses; contribute to pricing, site evaluations, and client presentations.
Serve as the point of escalation and senior representative for contract performance and customer satisfaction.
Ensure all sites meet or exceed service level agreements (SLAs), quality assurance standards, and compliance metrics.
Design and execute SOPs and scalable work plans for field and facility operations, including custodial, landscaping, fulfillment, and mailroom services.
Conduct regular field audits, site visits, and efficiency reviews to drive continuous improvement.
Oversee fleet management, capital equipment procurement, vendor relationships, and procurement controls.
Directly supervise Area Managers, Project Managers, and Site Supervisors; build a culture of caring, innovation, accountability, and servant leadership.
Represent Goodwill Central Texas in the community with integrity and mission fidelity.
Serve as a visible advocate for workforce development, vocational rehabilitation, and second-chance employment.
Attend and contribute to industry events, state agency meetings, and civic engagements aligned with contract and mission goals.