Operations Account Manager - Facility Services

Operations Manager | Facility Services

Region: Kingston/Port Hope/Trenton/Belleville/Gananoque/Prince Edward Countyand Surrounding Areasl and Surrounding Areas

Permanent, Full-Time Position

Join United Services Group

Are you a hands-on manager recognized for your leadership, strong customer service skills, and ability to effectively manage multiple sites and priorities?

United Services Group is looking for an Operations Manager to oversee a portfolio of clients and ensure operational excellence within an assigned territory.

In this key role, you will be responsible for client satisfaction and retention, service quality, operational performance, and site profitability. You will work closely with our clients, subcontractors, and internal teams to ensure reliable, efficient, and high-quality service.

This opportunity is ideal for someone who enjoys being in the field, building strong relationships, finding solutions, and having a direct impact on operational success.

Key Responsibilities

Operations and Client Relationship Management

• Manage the day-to-day operations of multiple sites within the assigned territory.
• Serve as the primary point of contact for clients and build strong, long-lasting relationships.
• Conduct regular site visits, client meetings, and performance reviews.
• Anticipate client needs and promptly resolve operational issues.
• Manage client concerns and escalations and coordinate the necessary service recovery actions.
• Evaluate service quality and implement improvement plans when required.
• Promote client satisfaction, retention, and continued relationship development.

Leadership and Service Quality

• Work closely with subcontractors to ensure compliance with quality standards and contractual requirements.
• Ensure effective communication between clients, subcontractors, and various internal departments.
• Support initiatives focused on the development and continuous improvement of subcontractor service quality.
• Promote a culture focused on accountability, health and safety, continuous improvement, and customer service excellence.

Financial Management and Business Development

• Manage the operational performance and profitability of assigned sites.
• Monitor budgets, labour costs, materials, inventory, and company assets.
• Identify opportunities to grow revenue with existing clients, including contract expansion and special projects.
• Support pricing, bidding, and business development initiatives.
• Actively contribute to contract retention and the growth of the client portfolio.

Workforce Planning

• Collaborate with the Talent Acquisition and Subcontractor Relations teams to ensure adequate site coverage.
• Anticipate workforce requirements and contribute to recruitment, onboarding, and retention initiatives.
• Ensure available resources meet operational requirements and client expectations.

What We're Looking For

• Relevant experience in operations management, multi-site management, facility services, commercial cleaning, territory management, or a similar service-based environment.
• Demonstrated experience in client relationship management and problem-solving.
• Ability to manage multiple sites, clients, and priorities simultaneously.
• Strong leadership, communication, organizational, and decision-making skills.
• Business acumen with a solid understanding of budgets, cost control, and profitability.
• Ability to work independently in a dynamic and constantly evolving environment.
• A proactive, solutions- and results-oriented approach.
• Valid driver's licence and the ability to travel frequently throughout the assigned territory.
• Proficiency in French and English [if required for the responsibilities of the position].

What We Offer

• Permanent, full-time position.
• Salary: 75,000 to $85,000 per year].
• Bonus program
• Company vehicle provided for business travel.
• Comprehensive benefits program.
• A position offering autonomy and responsibility in managing your territory.
• The opportunity to have a direct impact on client satisfaction and operational success.
• A dynamic work environment focused on collaboration and continuous improvement.
• Professional development and advancement opportunities within the organization.

Travel and Availability

This is primarily a field-based operational role and requires frequent travel to client locations throughout the assigned territory. A company vehicle will be provided for business travel.

Some flexibility is also required to occasionally respond to urgent operational needs or client issues that may arise outside regular business hours.