Operations Services Supervisor

Job SummaryKey Focus:
The Operations Services Supervisor is responsible for supporting all territories and regions in overseeing the daily operations of janitorial teams across multiple sites or facilities pertaining to Adhoc & Specialized Services delivery as a core function. This role ensures that these services are delivered efficiently, safely and to the highest quality standards, while maintaining strong customer relationships and managing staff performance.In addition, this role will support existing territories and regions with various supervisory duties including but not limited to Night supervision, adherence to Uniforms/ID badges,
Background checks, Audit & vacation coverage.Duties
and
Responsibilities:Customer Relationships & CommunicationFunction as the face of United
to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.Champion
a customer-centric culture
by aligning field team actions with customer expectations and service standards.Lead proactive outreach and store visits to discuss performance, address operational issues, and resolve cases collaboratively.Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.Conduct regular business reviews with key stakeholders (e.G., VPs, District Managers) to communicate wins, risks, and action plans.Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.LeadMeetings (Phone or In-person) with key customer stakeholdersReporting on Issues Mgmt. at Region level.
Team Supervision and LeadershipSet expectations of SOW deliverySupervise, train, and support Janitorial staff across all servicesConduct regular site visits to inspect work quality and adherence to SOW requirementsSchedule shifts and assign duties to ensure adequate coverageOperational OversightResponsible for SOW & Quality of services to be delivered;
Collaborate with Partner Relations to come up with action plans to improve quality and productivityCoordinate and monitor cleaning operations to meet customer expectationsEnsure compliance with health and safety regulations, legal, uniform/ID badges compliancesRespond promptly to services issues and emergenciesInventory & Budget ManagementMonitor and control operational budgets and costsManage inventory of cleaning supplies and equipmentOrder relevant supplies and ensure proper maintenance of cleaning equipmentReporting & DocumentationMaintain accurate records of work completion in SF, signoffs, inspections and or any other documentation as prescribed by CustomerPrepare SF reports on KPI’s related to operational performance of servicesInternal CommunicationParticipate in process improvement and internal business review meetingsUsing SF to communicate to relevant departments on status of workProcess Compliances OperationsResponsible for process adoption within the Salesforce ecosystem.Responsible for managing business using United technologies provided (e.G., Salesforce & Microsoft).Support regional and or territories on key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.Partner Change Overs (PCO).Material Consumption.Specials.Visitation Audits & Case mgmt. for issues and escalations.Lead and implement Schedules.A.R.I and H & S Compliance.I.D Badging & uniform compliance for all Partners & cleaners.Onboarding and In Store Partner TrainingPartner Performance Mgmt.Inspections/reporting required by Customers for Billing purposesCollection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposesRecruitment, Training & Development:Collaborating with Talent Acquisition to support potential Partner/Sub-contractor coverage for all services to support region and territoryCollaborating with Partner Relations to support training and performance management of Partners/Sub-contractors & janitorial staffCreate an environment that encourages learning and inspires brainstorming, creativity, and innovation.Additional Responsibilities:Perform all daily functions in alignment with company mission, vision, and valuesWork in compliance with Health & Safety policies and legislation and take every reasonable precaution to protect the health and safety of all employees and business partnersProtect company assets from damage and misusePerform other related duties as may be required from time to time to support business operations at store and or site levelJob Requirements and ExpectationBuilding strong Customer and Partner relationshipsAvailable to address Customer and Partner needs and concerns in a timely manner.Willing to travel frequently within the designated territory or outside the province as may be required from time to time to support the entire territory.Ability to deal with high levels of stress and solve problems as they arise.Ability to work flexible shifts on a rotation basis.Available to address concerns in a 24/7 environment.Skills:Business acumenTask management & Planning skillsCommunication Skills: Active listening, verbal, and written communication skillsConflict management & negotiation skillsNeeds assessment and information gatheringAdvanced technology competency.Managing budgeting & costingExpertise in floor care and cleaning procedures is an assetProcess and compliance drivenCoaching and MentoringSuperior time management and problem-solving skillsAbility to work independentlyEducation/ExperienceUniversity degree in Business Administration or related operations or field experienceMinimum of 5 years’ experience in the Janitorial industry10+ years’ experience in operational management or related roles
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