VP of Operations & Client Success

Excel Facility Services•Nutley, NJ

3h•Hybrid

About The Position

The Vice President of Operations & Client Success is a strategic executive leader responsible for leading all operational functions and client relationship management across the organization. This role ensures high-quality janitorial and facility services, strong client satisfaction and retention, and scalable operational growth. The VP bridges service execution with customer experience, ensuring contracts are delivered efficiently, profitably, and in alignment with client expectations, drives profitability through process optimization and leads a culture of accountability across all regional and site teams.

Requirements

Strategic executive leadership experience
Experience in operations and client relationship management
Knowledge of janitorial and facility services
Proven ability to ensure client satisfaction and retention
Experience in driving scalable operational growth
Ability to bridge service execution with customer experience
Experience ensuring contracts are delivered efficiently and profitably
Experience driving profitability through process optimization
Experience leading a culture of accountability
Experience managing regional and site teams
Experience managing client lifecycles
Experience building and maintaining strong client relationships
Experience conducting regular business reviews and site audits
Experience ensuring service level agreements (SLAs) and KPIs are met
Experience resolving escalations
Experience identifying upsell/cross-sell opportunities
Experience monitoring labor costs, supply expenses, and contract profitability
Experience partnering with finance on budgeting, forecasting, and pricing strategies
Experience improving margins through process improvement and contract optimization
Experience hiring, training, developing, and managing field operation managers
Experience fostering a culture of accountability, responsiveness, and service excellence
Experience implementing performance metrics tied to KPIs and client satisfaction
Experience driving employee engagement and retention
Experience implementing quality control programs
Experience maintaining high standards for cleaning procedures, chemical handling, and equipment use
Experience partnering with sales/business development for client onboarding
Experience improving client retention rates and contract renewals
Experience supporting RFPs, proposals, and operational planning
Experience developing scalable systems for company growth

Responsibilities

Oversee all janitorial and facilities operations across the company portfolio
Ensure consistent service delivery, quality control, and adherence to scope of work
Develop standardized operating procedures (SOPs) for cleaning, maintenance, and external staffing
Collaborate with Management to optimize labor, scheduling, and supply chain to improve efficiency and margins
Lead regional managers, supervisors, and site teams
Own client lifecycle from the time of onboarding through renewal and expansion
Build and maintain strong relationships with key accounts
Conduct regular business reviews (QBRs) and site audits with clients and other Operational leaders
Ensure service level agreements (SLAs) and KPIs are consistently met
Resolve escalations quickly and effectively
Identify upsell/cross-sell opportunities (e.g., floor care, specialty cleaning, disinfection services)
Monitor labor costs, supply expenses, and contract profitability
Partner with Ops leaders and finance on budgeting, forecasting, and pricing strategies
Improve margins through process improvement and contract optimization
Hire, train, develop, and manage field operation managers
Foster a culture of accountability, responsiveness, and service excellence
Partner with other Executive Level Management to implement performance metrics tied to KPIs and client satisfaction
Drive employee engagement and retention in high-turnover markets
Implement quality control programs (inspections, scorecards, audits)
Maintain high standards for cleaning procedures, chemical handling, and equipment use
Partner with sales/business development to onboard new clients smoothly
Improve client retention rates and contract renewals
Support RFPs, proposals, and operational planning for new business
Develop scalable systems to support company growth