Senior Manager of Store Facilities

Senior Manager of Store Facilities

The Senior Manager of Store Facilities reports to the Director of Facilities and is responsible for the day-to-day leadership and performance of HFG's facilities maintenance operation across all retail holdings.

This position leads the Facilities Maintenance Technician network and dispatch function with responsibility for store uptime, service-level performance, technician productivity, labor management, quality of work, and customer service. The Senior Manager ensures maintenance needs are addressed safely, efficiently, and within established budget and service expectations.

• Lead, coach, and develop HFG's Facilities Maintenance Technicians, supervisors, dispatch personnel, and other assigned team members.
• Oversee the maintenance dispatch operation to ensure work orders are properly prioritized, assigned, communicated, and completed.
• Maintain appropriate technician coverage and workload balance across HFG's retail footprint.
• Establish and manage minimum service level standards (SLAs) for response and completion based on priority and business impact.
• Maximize store and critical equipment uptime by ensuring urgent maintenance issues receive timely response and resolution.
• Manage technician hours to budget, including productive hours, travel, overtime, workload, and overall labor utilization.
• Monitor open and aged work orders and hold the team accountable for timely completion and accurate documentation.
• Establish expectations for quality workmanship and first-time resolution, reducing repeat repairs and callbacks.
• Ensure store operators receive timely, professional communication and a high level of customer service from the Facilities team.
• Manage third-party vendors when internal resources are unavailable or outside expertise is required.
• Support preventive maintenance programs and identify recurring facility or equipment issues requiring corrective action.
• Partner with the Director of Facilities on staffing, budgets, maintenance strategy, capital needs, and continuous improvement.

The Senior Manager will maintain regular reporting for the Director of Facilities and leadership, including:

• SLA compliance
• Response and completion times
• Store/critical asset uptime
• Open and aged work orders
• Technician hours vs. budget
• Overtime and travel hours
• Technician productivity
• Repeat repairs and callbacks
• Preventive maintenance completion
• Maintenance cost and vendor utilization

The expectation is to use these measures to identify issues early, improve performance, and hold the Facilities organization accountable for results.

• 3+ years of facilities maintenance, field service, construction, or related operational experience, with demonstrated leadership experience.
• Experience managing a multi-location or geographically dispersed technician workforce strongly preferred.
• Strong leadership, communication, customer service, and problem-solving skills.
• Ability to manage labor, budgets, service levels, and competing operational priorities.
• Working knowledge of building systems, facilities maintenance, and preventive maintenance.
• Experience with work order management systems and Microsoft Excel or similar reporting tools.
• Ability to travel throughout HFG's retail footprint and provide leadership during significant facilities emergencies.

Success in this role means HFG stores remain operational, technicians are productive, maintenance requests are handled quickly, work is completed correctly, labor is managed to budget, service standards are consistently achieved, and store operators receive dependable, professional support from the Facilities team.