Director of Operations

Location: New England or South West (excluding California)

Salary: Around $100k base

Our client is a well-established, family-owned facilities management and janitorial services business that has achieved significant growth organically rather than through acquisition. They have built an outstanding reputation in the market by putting their people first, creating a culture where employees genuinely enjoy working, evidenced by many team members having remained with the business for decades.

This is an opportunity for an experienced operations leader to join a growing company where culture, employee development, and service excellence are at the heart of everything they do.

• Lead janitorial and facilities management operations across a multi-site portfolio.
• Drive service delivery excellence, ensuring client expectations and contractual SLAs are consistently achieved.
• Develop and mentor Operations Managers, Site Supervisors, and future leaders within the business.
• Establish clear performance expectations, accountability measures, and operational standards.
• Improve service quality, client satisfaction, employee retention, and operational efficiency.
• Manage vendor and subcontractor relationships to ensure quality and cost control.
• Develop and implement operational standards, quality standards, and best practices across all locations.
• Create inspection programs, audit processes, and quality assurance initiatives.
• Implement operational scorecards, KPIs, and reporting metrics.
• Drive continuous improvement initiatives focused on productivity, profitability, and service consistency.
• Ensure compliance with health & safety regulations, labor requirements, and client-specific standards.

• Build onboarding, training, and development programs for frontline teams and supervisors.
• Establish career progression pathways to improve employee engagement and retention.
• Foster a culture of ownership, accountability, professionalism, and continuous improvement.
• Support recruitment, succession planning, and workforce scaling as the company continues to grow.

• Partner with clients to maintain strong relationships and deliver exceptional service.
• Support retention and growth of key accounts through operational excellence.
• Identify opportunities to improve service delivery and enhance client value.
• Work closely with senior leadership on strategic growth initiatives.

• Design and oversee sustainable on-call and after-hours support programs.
• Develop emergency response protocols and escalation procedures.
• Ensure operational readiness and rapid issue resolution across all locations.
• Maintain accountability and consistency in after-hours service delivery.

• Experience leading multi-site janitorial, facilities management, commercial cleaning, building services, or property services operations.
• Strong leadership experience managing large frontline work forces.
• Demonstrated success improving operational performance, service quality, and employee engagement.
• Experience implementing KPIs, SOPs, quality programs, and operational best practices.
• Strong client-facing abilities with a focus on customer retention and service excellence.
• Comfortable operating within a people-first, entrepreneurial, growth-oriented environment.

Director of Operations, Regional Operations Director, Area Vice President, Regional Director, Senior Operations Manager, District Manager, or General Manager backgrounds from janitorial, commercial cleaning, facilities management, property services, or building maintenance organizations.