Customer Success & Field Operations Manager

Job Summary

This role is responsible for leading, managing, coordinating, and implementing daily, the Janitorial Services scope of works at all store or site locations within the designated area or territory, across multiple customer banners.

The key focus areas of this role are in managing:

• Managing Customer & Partner Experience & Retention.
• Communication between United, Customer & Partner via Customer platforms (Service Channel etc.).
• Managing training and performance of our Partners & cleaners.
• Overall Store Operations Mgmt. (Including quality audits, store budgets, profitability & KPI’s).
• Increasing Revenue & Profits per Store and Customer Banners.
• Support to other Area Managers as required.

Duties and Responsibilities

Planning & Budgeting:

• Participate in the development and implementation of annual plans by customer banners with Sales and Departmental Head.
• Implement store level budgets.
• Create and develop short and long-term strategies at store level to secure sustainability and profitability of all operations.

Customer Relationships & Communication:

• Build strong relationships with customers and business partners at store level (cross-selling, building trust, deliver good service, consistency, follow through, be a United brand ambassador and represent the brand positively).
• Single point of contact at store level with customer for the communication between United and the customer for all services (nights, day porters, outside services, etc.) & and various departments within United.
• Manage daily communication with locations and sites on customer required communication platforms (e.g., Service Channel) and as per customer prescribed communication standards.
• Support Sr. Mgmt. on all face-to-face meetings or touchpoints with key customer stakeholders.
• Participate in:

• Daily/Weekly/Monthly meetings with customer banners on store audits, case management & action plans, periodic schedules, scope of works.

• Daily/Weekly/Monthly reporting on issues & escalations, action plans, including access issues, to customer.
• Weekly or as required, store/location/site compliancy walks with customers.
• Lead or participate in new store/location/site transition meetings with customer and partner together about expectations around scope of works and set expectations.

Internal Communication:

• Lead and coordinate all store level communication with United Partners daily on issues and actions.
• Set expectations with Partners, provide training, coaching & mentoring.

• Participate in cross-functional weekly & monthly meetings with Regional & Support Teams (e.g., L & D, Partner Relations, Equipment Services).

Store Operations mgmt. & Process Compliances:

• Create and implement task & audit schedules.
• Conduct quality audits with customer and partner and communicate and implement action plans.
• Responsible for managing material inventory in accounts within budget (partner orders).
• Managing daily check in/check out of cleaners in accounts.
• Managing customer requests within prescribed service delivery timelines (e.g., special service requests, deficiencies, occasional overnight inspections 4x month).
• Lead all p rocess initiatives/implementation at store level; Work with Sr. management on identifying and resolving store level trends and process gaps.

• Lead process adoption in Salesforce & customer prescribed communication platforms (e.g., Service Channel).
• Lead and or support key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.

• Support Partner Change Overs (PCO) with Partnership team.
• Material Ordering.
• In-Store Specials.
• Conduct Visitation Audits & manage Case mgmt. for issues and escalations.
• Create and implement Periodic Schedules.
• A.R.I and H & S Compliance
• I.D Badging & uniform compliance for all Partners & cleaners
• In Store Partner Training and support Partner Effectiveness in Partner training Program
• Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners
• Collection of any other types of Inspections/reporting required by Customers for Billing purposes.

Cost Management & Controls:

• Responsible at store level for Revenue + Cost per Store; Budget Vs Actual + Gross margins.
• Responsible for the store level financial activities related to billing, invoicing, store budgets, customers, suppliers and sub-contractors’ expenses, employee hours, material costs over budget, equipment repair costs.
• Support Sr. Mgmt. for operational costing for new & existing business.
• Monitor asset inventory, including but not limited to, equipment, supplies at store level.

Revenue growth in existing business:

• Implement transitions of new business in stores in compliance with customer transition process.
• Lead g rowth of In-store business by upselling Special services.

Workforce & Performance Management:

• Co-Lead Performance Mgmt. for Partners with Partner Effectiveness team as per United reports (Monthly inspections, escalation reports, attendance reports, visitation reports)

Recruitment, Training & Development:

• Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners and Partner management (e.g., Partner Change Overs (PCO); Group Echo; Insurance, Contract signing, ID Badging for all staff and Partners; Material Ordering; Invoicing.
• Lead In-Store Partner Training (Scope + Equipment + Material Ordering) and support Partner Effectiveness & L & D in overall Partner training program.
• Lead daily/weekly mentoring and coaching of Partners on store performance and customer scope of works.
• Monitoring performance of reporting Partners and apply performance improvement plans to improve Partner engagement and productivity in conjunction with Partner Effectiveness team

Technology & Assets:

• Responsible for managing business using United technologies provided (e.g., Salesforce & Microsoft Programs). Responsible for asset management.

Additional Responsibilities:

• Perform daily functions in alignment with company mission, vision, and values.
• Work in compliance with all United, legal & health & safety policies and protocols.
• Protect company assets from damage and misuse.
• Perform other related duties as may be required from time to time.

Other Job Requirements and Expectations:

• Available 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.
• Ability to deal with high level of stress and solve problems as they arise.
• Ability to work flexible shifts on a rotation basis.

Skills:

• Business acumen.
• Planning and organization.
• Communication Skills: Active listening, verbal, and written communication skills.
• Advanced technology competency.
• Managing budgeting & costing.
• Process and compliancy driven.
• Superior time management and problem-solving skills.
• Ability to work independently.
• Bilingual English and French in the province of Quebec

Education/Experience:

• Degree in business administration or related field.
• Minimum of 5 years’ experience in the Janitorial industry or any other operational environment experience.
• 3 – 5 years’ experience in a supervisory role is an asset.