Operations Account Manager - Facilities and Maintenance

Job Summary

Key Focus

The Operations Account Manager is responsible for managing customer relationships, operational performance, and financial results across an assigned territory. As the primary liaison between United and its customers, this role ensures service excellence, customer retention, workforce effectiveness, and operational compliance.

Working closely with Workforce Relations and Talent Acquisition, the Operations Account Manager proactively addresses customer needs, resolves operational challenges, drives revenue growth, and supports the recruitment, development, and retention of a high-performing workforce.

Job Requirements & Expectations

• Frequent travel within the assigned territory.
• Ability to work in a fast-paced, high-pressure environment and effectively solve problems.
• Flexibility to work rotating schedules as required.
• Availability to support operational and customer needs in a 24/7 environment.

Customer Relationship Management

• Serve as the primary point of contact for customers within the territory.
• Build strong customer relationships through proactive communication and service support.
• Conduct regular store visits, business reviews, and stakeholder meetings.
• Manage customer concerns, escalations, and service recovery efforts.
• Monitor service quality and implement improvement plans to enhance customer satisfaction.

Workforce Relations & Talent Acquisition

• Partner with Workforce Relations to monitor performance and implement improvement initiatives.
• Collaborate with Talent Acquisition on workforce planning, recruitment, onboarding, and retention.
• Ensure staffing levels align with customer and operational requirements.

Operational & Financial Management

• Manage location performance, profitability, revenue retention, budgets, and cost controls.
• Identify revenue growth opportunities, including contract expansions and special projects.
• Support pricing, quoting, and business development initiatives.
• Monitor financial performance, labor costs, materials, inventory, and company assets.

Leadership & Performance Management

• Coach, mentor, and support frontline teams  to achieve operational excellence.
• Support workforce development, training, and performance management initiatives.
• Promote a culture of accountability, safety, continuous improvement, and customer focus.

Compliance & Process Excellence

• Ensure compliance with company policies, customer requirements, and health and safety standards.
• Drive adoption and effective use of operational systems and technology platforms.
• Monitor key performance indicators, audits, inspections, quality standards, and service delivery expectations.