Director Operations - Facilities

My client is seeking an experienced, operationally driven Account Director to lead a high-performing client services portfolio within one of Canada’s fastest-growing facility services organizations.

This is not a traditional desk-based account management role. This position requires a leader who can confidently manage enterprise client relationships, lead and develop Account Managers, oversee multi-million-dollar portfolios, and step directly into operational challenges when needed.

The successful candidate will be equally comfortable leading executive business reviews with VP-level stakeholders and visiting client sites after hours to understand operational issues firsthand. This role demands accountability, presence, leadership, and a deep understanding of commercial facility services.

Reporting directly to the Vice President, Client Services, the Account Director will oversee the full Account Management function for a specific division.

You will lead a team of Account Managers and Quality & Service Specialists while maintaining executive-level relationships across a portfolio of enterprise accounts. You will serve as the escalation point for major operational and client matters and play a key role in driving retention, profitability, and service excellence.

This is a highly visible leadership role with direct exposure to senior leadership and significant long-term growth potential.

• Lead the full account management function, including client relationships, account health, renewals, escalations, and operational performance
• Manage, mentor, and develop a team of Account Managers and Quality & Service Specialists
• Maintain direct relationships with enterprise-level clients, including Directors, VPs, and Asset Managers
• Drive revenue retention and growth across the existing portfolio through service expansion opportunities
• Lead enterprise account renewals and proactively mitigate account risk
• Partner with Operations and Client Services teams to ensure consistent service delivery and issue resolution
• Oversee onboarding and implementation of large new accounts
• Maintain accurate account documentation and reporting within CRM and operational platforms
• Provide weekly reporting to executive leadership on portfolio performance, account risks, client satisfaction, and team effectiveness

Performance in this role will be measured against:

• Portfolio revenue retention of 95%+
• Gross profit expansion across existing accounts
• Account health and quality performance metrics
• Client satisfaction and escalation resolution
• Team development, retention, and performance outcomes

• 7–10 years of experience within commercial cleaning or facility services
• Minimum 3–5 years managing both client portfolios and operational/account management teams
• Proven success retaining and growing enterprise accounts
• Strong executive presence with experience leading QBRs/QPRs and managing senior client relationships
• Demonstrated leadership and team development capabilities
• Strong financial acumen with understanding of GP, margins, labor costing, and operational profitability
• Experience with platforms such as Bright Go, Hub Spot, Mero, or comparable systems is considered an asset
• CIMS or ISSA certifications are an asset
• Multi-client or agency-style operational experience strongly preferred

• Executive visibility and direct access to senior leadership
• Significant growth opportunity as the company expands across Canada and the US
• High-impact leadership role with real ownership and autonomy
• Competitive compensation structure including bonus and profit sharing
• Professional development and industry conference support
• Team events and company-sponsored activities

If you are a hands-on leader who thrives in fast-paced environments, values accountability, and enjoys balancing operational excellence with high-level client management, we would love to hear from you.

Candidates must be eligible to work in Canada