Director of Operations (Multi-client Facilities Maintenance)

Modern Construction Services serves a variety of businesses and clients nationwide, managing and scheduling facility maintenance needs, repairs, renovations, upfits, and a wide range of construction-trade projects.

In addition to the $105,000/yr base salary, the position offers a quarterly, goal-driven, incentive bonus.

The position will directly oversee the Facilities Maintenance Department, and partner with Senior Leadership on sales management, budgeting, and departmental short and long-term target growth.

The preferred candidate will have operational experience as a “customer service provider”, supervising a department of service coordinators and relationship managers that receive, process, and complete a high-volume of work orders through ServiceChannel and Fexa CMMS for our nationwide commercial facilities clients.

The candidate will show a seasoned background in commercial “service request management” related to commercial facilities maintenance, construction trades, creating and interpreting scopes, and repair.

The candidate will have used Excel daily for data analysis, report generation and manipulating and managing operational system data.

The candidate will have created and managed department Key Performance Indicators for Service Level Agreements.

- Ensure work orders are processed efficiently and effectively, with a focus on minimizing delays and maximizing productivity.

- Manage and supervise the department, developing Key Performance Indicators, conducting evaluations, creating performance improvement plans, providing mentorship, guidance and support.

- Track the progress of client work orders, implementing strategies to improve pull-through rates and resolution times.

- Analyze current processes and implement strategies to deliver high standards of customer service, promoting customer satisfaction.

- Analyze internal processes and identify areas of process enhancement for the Facilities Maintenance Department.

- Collaborate with senior leadership to develop and meet company goals while supplying expertise and guidance on Facilities projects and systems, delivering clarity of tasks and duties.

- Collaborate with other divisions and departments to carry out the organization’s goals and objectives.

- Present periodic performance reports and metrics to the President and senior leadership team.

- Maintain knowledge of emerging technologies and trends in construction management.

- Identify training needs and ensure proper training is developed and provided.

Skills Required:

- Daily operational experience supervising a department of service coordinators and client relationship managers responsible for receiving, processing, and completing work orders and tickets through client portals (ServiceChannel, Corrigo, Coupa) and Fexa CMMS.

- Strong understanding and ability to write commercial subcontractor scope of work and related trade services.

- Strong Analytical skills: trend identification and reporting, data visualization and analysis.

- Previous experience supervising personnel, training and evaluating staff, and utilizing effective leadership.

- Operate accurately and effectively within a high-volume environment, working with a sense of urgency, entering data into work-order systems, accounting platforms, and databases.

- A “customer service culture” where your communication and interaction uses a positive tone, building comfortable and positive relationships with employees, subcontractors, vendors and clients.

- Strong verbal and written communication skills, including the ability to understand employee, vendor and client needs, taking “problem-solving ownership”.

- Operate in an environment of sensitive financial and client information, understanding the need for confidentiality and maintaining data-protection processes and best practices.

Education and Experience:

- At least 5 years of dynamic service-provider experience in a high-volume, multi-client, commercial properties environment.

- At least 3 years in management and supervisory capacity.

- Bachelor’s degree preferred in Business Administration or related Facilities Management field.

- Certification(s) preferred in supply chain management, project management, CMMS, IFMA, IICRC, and Facility Risk Management.

Physical Demands:

This role requires operating in a climate-controlled, office environment utilizing standard office equipment (computers, printers, copiers, filing cabinets) and the ability to pick up and move up to 25lbs of supplies and equipment.

On-Target Bonus based on achieving predefined performance goals.

Annual profit sharing.

Opportunity for professional development and growth through (company-paid) accredited certification and coursework programs.

Opportunity to participate in recurring company-wide philanthropic events and volunteer activities.

Paid time off.

Medical, vision, and dental.

Flexible Spending Account (FSA), Health Saving Account (HSA).

Employer-paid Basic Term Life Insurance, Short- and Long-term disability insurance.

Voluntary supplemental life insurance.

401(k).

Salary : $105,000