Senior Account Operations Manager – Planned Maintenance

Company Description

National Facility Contractors is a facilities management and maintenance services provider supporting commercial and industrial clients across diverse sectors. The organization focuses on reliable planned maintenance solutions that help clients reduce downtime, extend asset life, and improve safety. National Facility Contractors emphasizes clear communication, responsive service, and long-term partnerships with its customers. Team members work in a collaborative, operations-driven environment with opportunities to contribute to process improvement and customer satisfaction.

The company values professionalism, accountability, and continuous learning for all employees.

The Senior Account Operations Manager – Planned Maintenance is a full-time, on-site role based in Monroe, WA. This role oversees day-to-day operations for planned maintenance accounts, including scheduling services, coordinating field teams, and ensuring work orders are completed accurately and on time. The individual will manage client relationships, serve as the primary point of contact, respond to service inquiries, and proactively address issues impacting customer satisfaction.

Daily responsibilities include tracking performance metrics, analyzing service data, optimizing workflows, and supporting budgeting and forecasting for assigned accounts. The Senior Account Operations Manager will also collaborate with internal departments on process improvements, train and mentor operations staff, and ensure compliance with company standards, safety protocols, and contractual requirements.

As the Account Operations Manager, you will:

• Manage the day-to-day operational performance of assigned planned maintenance accounts.
• Build and maintain strong relationships with facility managers, property managers, and key client stakeholders.
• Ensure contractual service commitments are consistently delivered.
• Monitor work orders, subcontractor performance, service quality, and operational KPIs.
• Lead operational issue resolution while coordinating with Operations, Dispatch, Vendor Management, Compliance, Finance, and Field Leadership.
• Drive continuous improvement initiatives that increase efficiency, client satisfaction, and profitability.
• Monitor account budgets, costs, gross margins, and financial performance.
• Support contract renewals, service expansions, and implementation of new client locations.
• Review operational reports, client scorecards, and performance metrics.
• Identify operational risks before they become client issues.
• Participate in client meetings, business reviews, and site visits as needed.

• 5+ years of account management, operations management, facilities management, or service operations experience.
• Experience managing multiple client accounts simultaneously.
• Strong background in customer relationship management.
• Demonstrated ability to manage operational performance and subcontractor accountability.
• Financial acumen with experience managing budgets, profitability, and performance metrics.
• Excellent communication, organization, and problem-solving skills.
• Ability to prioritize multiple projects in a fast-paced environment.
• Proficiency with Microsoft Office and CRM/work order management systems.

Experience with in one or more of the following industries:

• Commercial Facilities Maintenance
• Planned Maintenance Programs
• Commercial Landscaping
• Snow & Ice Management
• Exterior Maintenance
• Building Services
• National Service Providers
• Multi-site Facility Management

Experience with platforms such as:

• Service Channel
• Corrigo
• Service Now

Successful candidates will consistently:

• Deliver exceptional client satisfaction.
• Improve operational efficiency across assigned accounts.
• Maintain high contract compliance.
• Increase account profitability.
• Resolve service issues quickly and professionally.
• Build strong partnerships with clients and subcontractor networks.
• Collaborate effectively across departments.

At National Facility Contractors, we’re building one of the nation's premier facility maintenance organizations by combining outstanding people with operational excellence.

Our Core Values:

• Have Grit
• Speedy Fast Payments
• See It Through
• Help First
• Be Engaged

We believe in empowering our employees, rewarding results, investing in technology, and building lasting partnerships with both our clients and our subcontractors.

If you're looking for an opportunity where you can make an immediate impact while helping shape the future of a growing national organization, we’d love to meet you.

National Facility Contractors is proud to be an Equal Opportunity Employer.