Operations Manager

Operations Manager

Position Title : Operations Manager, Evening

Department : Operations

Reports To : Director of Operations

Location : Various Customer Sites / Company Office in Fort Wayne / Northeast Indiana

Position Summary

The Operations Manager is responsible for the overall leadership and performance of all Cleaning Services operations. This position ensures successful execution of evening cleaning activities, directs Sr. Cleaning Techs and Site Supervisors, maintains strong communication with the Day Operations Manager, and ensures all staff are equipped with the tools, equipment, chemicals, and guidance needed to perform at the highest level. The Operations Manager serves as the primary auditor of service quality and customer satisfaction.

Core Value Expectations (IACT)

Integrity : Reliably do the right thing.

Accountability : Take responsibility for your actions and outcomes.

Candor : Communicate openly, honestly, and sincerely.

Teamwork : Collaborate as a unified team to achieve shared goals.

Essential Functions

1. Manage Customer Relationships

Conduct regular audits of customer accounts per the established schedule.

Build and maintain strong relationships with all customer points of contact.

Develop and execute action plans to resolve account issues.

Create and manage transition plans for newly awarded accounts.

Ensure successful renewal of contracts through high-quality service and communication.

2. Manage & Direct Area Supervisors and Daytime Technicians

Lead weekly technician meetings and weekly Sr. Cleaning Tech meetings.

Hold daily huddles with Sr. Cleaning Techs to review nighttime operations.

Provide ongoing training, coaching, and development for all team members.

Communicate scheduling updates and operational changes in a timely manner.

Provide clear instruction, audit performance, and deliver actionable feedback to all staff.

Oversee the weekly cleaning of all company locations.

3. Manage Stock Inventory, Equipment, and Vehicles

Ensure adequate chemical and supply levels are maintained across accounts.

Submit timely purchasing requests to the Operations Coordinator.

Ensure all vans are maintained, serviced, and in proper working condition.

Ensure equipment and tools are functioning properly; schedule repairs as needed.

Submit requests for new vehicles, tools, and equipment to the Director of Operations.

Required Competencies

Strong people management and leadership skills

High attention to detail

Reliable attendance and punctuality

Excellent customer service orientation

Strong verbal and written communication skills

Ability to direct teams and hold them accountable

Effective problem-solving and critical thinking skills

Strong decision-making ability

Capable of managing conflict professionally

Highly process-oriented and organized

Minimum Education / Experience Requirements

Minimum of 3 years of related experience required

High school diploma required; additional education preferred

Valid driver's license with a clean driving record and ability to drive company vehicles

Commercial cleaning or janitorial management experience strongly preferred

Work Environment

Company office

Indoor commercial client sites

Fast-paced, high-activity field environment

Physical Demands

Sitting, standing, bending, and walking

Lifting, pushing, and pulling while demonstrating or training on equipment

Must be able to lift moderate weights related to equipment and supplies

Position Type / Expected Hours of Work

Full-time, salaried position

Hours vary based on customer needs and operational demands

Evening and occasional weekend work may be required

Travel Requirements

Local travel between client sites and company facilities

Other Duties

This job description is not designed to cover every activity or responsibility required of the role. Duties may change at any time with or without notice to meet business needs.

Key Performance Indicators (KPIs)

Operational Excellence

Ensure daily quality and productivity across all staff

Manage daily and weekly scheduling to ensure every shift is staffed and completed

Conduct regular account audits to ensure quality service delivery

Host weekly supervisor meetings and maintain consistent communication

Employee Engagement & Performance

Maintain employee turnover at or below 150% annually

Financial Performance

Maintain gross margin at or above budget

Customer Satisfaction & Retention

Maintain NPS score above 45 (minimum 70% participation)

Achieve 85% contract renewal rate

Achieve zero contract cancellations

Personal performance expectations : 85% renewal / 0 cancellations