Senior Account Compliance Manager

Senior Account Compliance Manager

The Senior Account Compliance Manager (SACM) is responsible for driving operational excellence, client satisfaction, and contractor productivity within a territory. This role requires a proactive leader who can work independently and collaboratively across various facility typesincluding industrial, manufacturing, office, medical, and retail environments. The SACM must demonstrate sound judgment, strategic thinking, and effective communication to address client concerns and ensure service delivery meets or exceeds expectations.

Essential Functions

Execute individually and coach other ACMs to the below while maintaining your own book of business :

• Cultivate strong relationships with Independent Contractors (ICs) by clearly communicating client priorities and promoting collaborative problem-solving.
• Review scopes of work and uphold quality assurance standards to retain existing clients and support business growth.
• Maintain consistent communication with the Director of Operations, ACM Team Supervisor, and Facility Solutions Manager; submit nightly recaps via CRM or email.
• Recommend IC assignments, monitor performance, and take corrective action when service levels fall short.
• Manage inspections, resolve customer complaints, fulfill service requests, and oversee onboarding for new or VIP clients.
• Enforce City Wide's operational policies, including the New-Start Policy, Customer Complaint Policy, and STAR Account Policy.
• Ensure compliance with client-specific procedures and proper use of approved cleaning tools and equipment.
• Collaborate closely with the ACM Team Supervisor to align goals and performance standards.
• Provide coverage for ACM territories during PTO or absence.
• Train and onboard new ACMs, ensuring readiness and alignment with company standards.
• Deliver refresher training and performance coaching as needed.
• Conduct janitorial closet inspections to ensure compliance with company protocols.
• Standardize chemicals and equipment across all accounts within the region.
• Adhere to all City Wide policies related to customer complaints and STAR account management.