SENIOR OPERATIONS MANAGER

Encompass Onsite LLC - Senior Operations Manager Location : Fort Lauderdale, Florida

The Senior Operations Manager serves as the primary business contact for the client and is responsible for client satisfaction.

This position is also responsible for directly and indirectly overseeing the efficacy of field operations in assigned territories of Encompass.

The Senior Operations Manager is expected to consistently provide excellent customer service to accounts and represent client needs and goals within the organization to ensure quality.

Additionally, this role is responsible for providing industry-specific knowledge and information to the public and other individuals conducting business with Encompass, consistent with policies on confidentiality.

KEY RESPONSIBILITIES

Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.

Oversees the activities performed by Area or Site Managers within the assigned territory, including the implementation of procedures, case management and processing, records management, collection and reporting of statistics, and minor inventory-related accounting functions.

Coordinates the work of subordinate Area or Site Managers, including reviewing work and production performance, motivating subordinates, identifying performance problems, developing solutions, determining training needs, and addressing misconduct.

Assists the Director of Operations in the development and implementation of policies within the field and develops operating procedures, forms, and systems.

Advises Area or Site Managers and customers when unusual work situations arise or when new procedures are instituted.

Ensures that all processes and procedures are completed, quality standards are met, and projects are profitable.

Aware of and in pursuit of opportunities for account growth and new business, involving the Director of Operations.

Performs personnel administrative tasks, including coordinating and participating in the hiring and promotion process, overseeing training, resolving unusual employee problems, and managing employee time and attendance records.

Regularly meets with Area or Site Managers and other staff to exchange information and discuss issues affecting the success of field operations.

Prepares manuals and other materials describing procedures and standards, as well as reports as required by the Director of Operations, Associate VP of Operations, or President of Encompass.

Serves as a point of contact for information concerning field operations for both clients and superior management personnel.

Trains Area or Site Managers in the use of automated systems, introduces new versions or functions, troubleshoots problems, and attends meetings.

Assists in budget preparation and maintenance of each service area within the assigned territory or portfolio.

Assigns and delegates all floor care through work tickets and specialty projects.

Supports the opening of new business and acts as the subject matter expert at accounts not meeting client satisfaction scores or receiving multiple escalations.

KNOWLEDGE, SKILLS AND ABILITIES

Extremely detail-oriented.

Motivated, goal-oriented, persistent, and a skilled negotiator.

High level of initiative and ability to work well in a team environment.

Excellent verbal and written communication skills.

Handles stressful situations and deadline pressures effectively.

Ability to develop office and field procedures.

Plans and carries out responsibilities with minimal direction.

Demonstrated ability to organize, direct, and perform high-level supervisory duties conducive to full performance and high morale.

MINIMUM REQUIREMENTS

High school diploma and college degree or their equivalents.

A minimum of six years of experience in the facilities and building maintenance industry, including supervisory experience, or an equivalent combination of education and experience.

Considerable knowledge of effective supervisory and management techniques.

Bi-lingual in English and Spanish or Creole.

Encompass is an Equal Opportunity Employer committed to diversity, providing equal employment opportunities without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or other protected factors.

FLSA Status : Exempt

EEO Class Code : First / Mid Level Officials Manager

J-18808-Ljbffr