Operations Manager

Operations Manager

Wixom, MI

Field Operations

trilogycorporate.com

Reports To : General Manager

Who is Trilogy?

Trilogy Corporate Services is dedicated to providing top-tier cleaning and facility support services to high tech office buildings and R&D facilities.

Our mission is to maintain high standards of cleanliness and operational efficiency across all client sites. We pride ourselves on our strong client relationships and commitment to excellence in every aspect of our service.

We partner with companies who want to operate on a whole new level. Trilogy's approach is designed to enhance the workplace experience so that businesses can unlock the full potential of their physical spaces.

We help create an environment where innovation is nurtured and excellence is the norm.

We invite you to explore Trilogy and join our journey toward national expansion.

Job Summary :

The Operations Manager plays a critical role in overseeing the successful execution of Trilogy's services across multiple client sites.

This position is responsible for ensuring that all site operations run smoothly, that our clients receive exceptional service, and that financial and service level targets are consistently met.

The Operations Manager will lead a team of site supervisors and cleaning technicians, fostering a culture of accountability, quality, and continuous improvement.

Key Responsibilities :

Leadership & Management :

• Directly oversee Site Supervisors who manage daily operations at client sites.
• Provide guidance, training, and performance management to ensure supervisors and their teams meet Trilogy's high standards.
• Leads Site Supervisors specific emphasis on the client experience and total client satisfaction.
• Act as the initial HR contact for direct and indirect reports.
• Hold regular staff meetings with Site Supervisors.
• Coordinate and lead all hand meetings with direct and indirect staff to ensure Trilogy's culture and values are being taught and observed.
• Coordinate site level training.
• Facilitate skip-level meetings to maintain strong communication channels with all staff members.

Client Relations :

• Serve as the primary client representative, ensuring a positive and consistent client experience.
• Champions the overall client experience operating model to deliver Trilogy-level experiences for all clients in their care both during the new client deployment period and while our clients are actively receiving our services.
• Regularly visit client sites to meet with clients ensuring that all service expectations are being met.
• Regularly look for opportunities to expand services, improve services, or deepen our moat with clients.

Operational Excellence :

• Supports the day-to-day operations at our client's properties including brand quality and service delivery.
• Regularly visit client sites to meet supervisors, and team members. Additionally, you'll conduct audits, inspections, and hold meetings, ensuring that all service expectations are being met.
• Coordinate with Trilogy's logistics team on the provision of supplies, equipment, laundry, and tools necessary for efficient site operations.
• Collaborate with Operations Planning to design and implement effective cleaning routes, projects, and overall operational strategy.
• Ensure compliance with Trilogy's safety, quality, and operational standards.
• Coordinate site coverage as necessary.

Performance Management :

• Monitor and manage site performance through regular audits and scorecard reviews, ensuring that all sites meet or exceed service level agreements (SLAs).
• Drive financial performance at each site, maintaining budgets, managing costs, and achieving financial targets.

Client Onboarding & Contract Management :

• Lead the onboarding process for new clients and new sites from existing clients, ensuring a smooth transition and integration of services.
• Manage contract renewals, working to extend and enhance client relationships.

Other Duties :

This job description is not designed to cover or contain a comprehensive listing of every activity, duty, or responsibility that is required of the Operations Manager.

Functions, duties, responsibilities, and activities may and probably will change over time.

Qualifications :

• Proven experience in operations management, preferably in the facilities management or cleaning services industry.
• Strong leadership skills with a track record of managing teams across multiple locations.
• Excellent client relationship management abilities, with a focus on delivering high-quality service.
• Strong problem-solving skills, with the ability to manage competing priorities and make effective decisions under pressure.
• Strong organizational skills and attention to detail.
• Trustworthy, high ethical standards, ability to work autonomously, and maintain a high degree of confidentiality.
• A strong desire to deliver high levels of customer service and the attention to detail required to craft consistent bespoke service experiences.
• Competency in GSuite (Google) Productivity Apps such as Gmail, Google Docs, Google Sheets, and Google Slides and / or Microsoft Office suite.

Skills with any CRM or ERP such as Salesforce, or any inventory management software is preferred.

Ability to perform physical tasks as needed, including site visits and inspections, as well as push / pulling 50lbs.

Expected Hours & Work Environment :

• Daytime weekday hours, typically 45 hours per week
• Possible work outside of normal business hours, and occasional Saturday hours
• You will have an office at Trilogy HQ in Wixom, MI but will often spend the majority of your time in the field.

Education :

• High school diploma or equivalent.
• Bachelor's degree in one of the following areas : Operations, Hospitality Management, Industrial Design, Process Engineering, Business Administration or Management or equivalent experience.

Experience :

• 2+ years in an operations management role with multiple manager direct reports and several indirect reports.
• Experience working in a capacity that influences customer services
• Experience working in a deeply innovative environment

Operations Manager Salary & Benefits

• Salary $75,000 - $90,000
• Generous car allowance
• Substantial annual bonus opportunities if budget goals are met
• Platinum Blue Cross / Blue Shield health, dental and optical insurance; 90% of employee / 75% of dependant premium covered by Trilogy
• Generous paid time off that increases with seniority
• Paid holidays
• 401(k) plan

Interested in Advancement?

Your career begins here! We strongly believe in providing you with a path to thrive and advance within our company as we grow.

An advancement path for an Operations Manager may be :

Operations Manager >

General Manager >

VP of Operations

For more information :

Careers

iamtrilogy.com

About Trilogy

trilogycorporate.com

Facebook

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