Director of Operations

Facility Services Manager

This position is responsible for overseeing the operations and delivery of building-maintenance solutions (both janitorial and non-janitorial) provided to clients. The role leads a team of Facility Services Managers (FSMs), manages client relationships, ensures service quality, and drives overall client satisfaction and growth. The position is accountable for achieving annual business objectives, meeting budget expectations, and maintaining adequate workforce levels.

Essential Functions

• Effectively manage, develop, and lead a team of Facility Service Managers (FSMs) who support assigned clients.
• Achieve annual revenue and profit targets, manage expenses, oversee Independent Contractor (IC) margins, monitor temporary labor (if applicable), and ensure overall operational financial performance.
• Identify, hire, and train all operational employees, including FSMs and Night Managers.
• Meet or exceed annual revenue growth goals.
• Maintain positive client relationships and achieve client retention rates above 90%.
• Build and maintain strong, professional relationships with vendors and Independent Contractors.
• Ensure ICs remain compliant with all requirements and consistently meet each client's defined scope of work.
• Promote and drive cross-selling opportunities in partnership with the sales team, including expansion into non-janitorial services.
• Participate in all new client launches for the full duration of the onboarding process.
• Ensure building inspections are completed, followed up on, and accurately documented within the CRM.
• Drive people development, including completion of 60-day reviews, Level 5 meetings, and annual performance reviews for all operational employees.
• Conduct weekly field work with FSMs and serve as backfill for FSM duties as needed.
• Travel within the market up to 50%.
• Perform additional operational duties as needed.

This position is responsible for the following performance metrics, which should align with the scorecard :

Requirements

Physical Requirements

This role requires frequent sitting, bending, standing, and walking. Must be able to lift up to 35 pounds.

Requirements

Benefits

City Wide Facility Solutions offers competitive compensation and benefits, including :

More on City Wide...

City Wide Facility Solutions is a fast-growing company with over 100 franchise locations across the United States and Canada. Founded in 1961, City Wide Facility Solutions is the largest management company in the building maintenance industry. We have over 60 years in the business and continue to experience high growth and profitability across our franchise businesses. Our culture supports the company's Mission to create a Ripple Effect by positively impacting the people and communities they serve.

City Wide is an Equal Opportunity Employer.