Operations Manager

Title: Operations Manager

Reports To: GTM Department Leader

Department: GTM

Location: Cincinnati, OH

Position Status: Salary Exempt

Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.

We are leading the way with our technology, creating world‑class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.”

DMG is a Certified Great Place to Work with a strong, inclusive culture and top‑notch benefits.

The Operations Manager (OM) serves as a strategic operational partner to the department leader, responsible for driving consistent execution, service excellence, and operational performance across assigned strategic accounts and teams. This role provides senior‑level operational oversight, manages high‑impact customer and ticket escalations, and ensures effective workload distribution across Account Executives (AEs) in training and Associate Operations Managers (AOMs).

The OM plays a critical leadership role in developing early‑career talent, supporting succession planning, and maintaining operational discipline s position balances hands‑on operational management with strategic planning, data‑driven decision‑making, and cross‑functional collaboration to support account growth, customer satisfaction, and KPI achievement.

• Act as a strategic operational advisor and support partner to the department leader, providing insight, recommendations, and execution support for key initiatives, staffing strategies, and account priorities.
• Provide operational leadership across assigned strategic accounts, ensuring consistent execution, adherence to client requirements, and achievement of service‑level agreements and KPIs.
• Own and manage high‑level ticket and customer escalations, serving as the primary escalation point for complex, high‑impact issues and ensuring timely resolution and stakeholder alignment.
• Oversee workload planning and load balancing across Account Executives (AEs) in training and Associate Operations Managers (AOMs) by monitoring volume, capacity, and coverage, and proactively adjusting assignments to maintain service levels and operational resilience.
• Directly manage and mentor AOMs and AEs during their training period, providing coaching, performance feedback, and development guidance to build operational readiness and leadership capability.
• Ensure consistent onboarding, training reinforcement, and performance management for early‑career and in‑training employees, with a focus on accountability, engagement, and long‑term development.
• Partner closely with AOMs and Operations peers to execute operational plans, identify performance gaps, and implement corrective actions or process improvements.
• Lead or support cross‑functional operational initiatives, collaborating with Field teams, service providers, and internal stakeholders to deliver scalable solutions and improve service delivery.
• Support strategic customer relationships by participating in executive‑level communications and Top‑to‑Top meetings with senior customer leadership as requested.
• Analyze operational productivity, quality, and financial performance data to identify trends, risks, and opportunities, and translate insights into actionable improvements.
• Drive continuous improvement by identifying inefficiencies, recommending solutions, and leading or supporting the implementation of process, technology, and workflow enhancements.
• Reinforce a customer‑focused, solutions‑oriented culture by modeling urgency, ownership, professionalism, and sound risk management in all interactions.
• Support change management initiatives and help ensure operational readiness during periods of growth, peak demand, or organizational change.
• Other duties as assigned by management.

• Bachelor’s degree preferred in Business Administration, Operations Management, Management, Supply Chain, Facilities Management, or a related field, or equivalent relevant work experience.
• 5+ years of related experience in operations management, service delivery, sales support, facilities maintenance, or…