Area Manager

Job Overview:

The Quality Assurance Manager is responsible for supervising the nightly cleaning activities of subcontractor cleaning teams across stores in a designated region, ensuring that the quality of work aligns with company and customer standards. This role occasionally involves overnight and weekend shifts.

Key Responsibilities:

• Develop and maintain a monthly visit schedule for assigned locations, ensuring customer satisfaction through regular phone and email communication with store managers.
• Conduct weekly Quality Assurance inspections of a designated number of stores, based on account size, provide reports to subcontractors and clients, and use Salesforce Field Service for inspections.
• Provide direction to cleaning crews, follow up to ensure tasks are completed, and monitor their performance.
• Foster effective communication with service partners, conducting weekly location inspections during both day and overnight shifts.
• Address field issues across multiple locations and monitor the IVR reports as required.
• Develop backup staffing plans for call-offs and address performance issues in collaboration with HR and the Account Director.
• Step in as a cleaner when necessary to address store needs.
• Submit daily and weekly reports on visits, inspections, and completed tasks to the Account Director.
• Replace batteries and triage floorcare equipment as needed.
• Be available for emergency services 7 days a week and conduct weekend visits to oversee operations.
• Coordinate and supervise wet work with Store Managers and service partners, ensuring customer sign-off within a specified time period.
• Maintain a customer satisfaction level of 90% or higher within the assigned portfolio.
• Perform other duties as assigned by the Account Director and Tec management.
• Report key issues to the Account Director or Assistant Account Director promptly.

• Availability: Available and willing to work overnight hours with flexible scheduling.
• Valid driver’s license required.
• Previous Experience:
  • 1-3 years of relevant experience, including at least 2 years in floorcare or janitorial management.
  • Experience in facility services or commercial cleaning.
• Skills:
  • Proficient in MS Office (Word, Excel, Outlook, Teams).
  • Proficiency with mobile applications.
  • Knowledge of floor and carpet care and related cleaning equipment.
  • Ability to follow contract guidelines for floor maintenance.
  • Strong multitasking, independent work, and teamwork skills.
  • Detail-oriented, organized, and able to work in a fast-paced environment.
  • Supervisory experience, including auditing subcontractor work and addressing complaints.
• Physical Demands and Work Environment:
  • Frequent standing, walking, bending, stooping, and kneeling.
  • Ability to lift 50 pounds, preferred but not required.
  • Regular communication via mobile phone and email.
  • Normal hearing and vision required for communication and document inspection.
  • 90% travel, primarily by car, requiring long periods of sitting.
• Education/Certification:
  • High school diploma or GED.

Personal Attributes:

• Detail-Oriented: Ability to notice and address inconsistencies or areas needing improvement in cleaning standards.
• Strong Communication Skills: Capable of effectively interacting with clients, staff, and subcontractors, ensuring clear instructions and feedback.
• Leadership: Proven ability to lead and motivate cleaning teams to maintain high standards.
• Problem-Solving: Quick and effective in addressing issues that arise in the field and resolving them efficiently.
• Adaptability: Flexible to changing schedules, demands, and the needs of clients or team members.
• Time Management: Skilled at prioritizing tasks, managing multiple locations, and meeting deadlines.
• Customer-Focused: Committed to ensuring high levels of customer satisfaction and addressing concerns proactively.
• Self-Motivated: Works independently, taking initiative without requiring constant supervision.
• Dependable: Consistently reliable, with a strong sense of responsibility in overseeing operations and ensuring quality.