Operations Manager, Outsourcing Services in Memphis, Tennessee at Xclusive Services

About the Company

Xclusive Services shares the same values as our customers when it comes to staffing and outsourced services. Our focus on quality performance, operational excellence, and reliability has allowed us to build long-term and scalable partnerships. Operating in 19 states, our seasoned management team has a comprehensive understanding of the hospitality industry, partnering closely with local property and brand leadership to ensure a transparent and optimized approach to staffing.

We actively seek Team Members who embody our corporate values of People First, Service Obsessed, Chasing Excellence, Accountability, and Integrity to further our mission to make a positive impact in the lives of the individuals we serve. Our people thrive in a respectful, inclusive environment with many opportunities for development and advancement.

Job Summary

The Janitorial Operations Manager provides critical operational support to the janitorial Services, ensuring high-performance adherence to scope and contractual obligations. This role is responsible for maintaining client satisfaction through effective leadership, training, and development of hourly staff and supervisors. The JOM will oversee financial responsibilities, ensuring daily, weekly, and monthly financial targets are met, while ensuring all administrative duties are completed on time. A key focus will be on safety compliance, mitigating injury risks, and performing all duties in accordance with company guidelines and client expectations. This role will work collaboratively with the service division and corporate team, particularly in the hiring and recruitment of outsourcing employees. The Janitorial Operations Manager plays an integral part in the overall success of the janitorial and outsourcing division, driving performance, innovation, and teamwork, contributing to a positive and dynamic work environment.

Essential Functions

Strategic Leadership & Operational Performance - 60% of time spent

• Actively engage in the strategy and direction set for the division; contribute to company-wide goals.
• Develop business operational plan based on client structure to meet SOW for hourly and supervisors.
• Sustain high-level and positive client relationships.
• Maintain strong partnerships with Xclusive Services product lines, communicating client priorities and opportunities.
• Oversee account operations structure, cleanliness methodology standards, and service delivery.
• Responsible for the financial budget set for the outsourcing account, this role ensures that every financial line items are met. This includes closely monitoring financial performance, making strategic adjustments as needed, and ensure the account operates within its financial parameters set.
• Monitor and ensure utilization of company policies and procedures.
• Responsible for ensuring that the account is staffed appropriately to perform the required scope of work.
• Monitor on-site staff and supervisors for compliance with safety guidelines and protocols.
• Conduct mandatory monthly safety training and adhere to proper safety practices on site.
• Maintaining high standards through successfully passing quality audits ensures excellence across all accounts. Unannounced audits will be performed quarterly, and the passing score is 85% or higher.
• Provide outstanding customer service experience by ensuring a timely and accurate resolution to our client’s concerns and employees. If unable to provide timely resolution, escalate challenges to the RD of Outsourcing Services.
• Perform frequent inspections to ensure all areas meet brand, client, and regulatory standards.
• Develop cleaning schedules assigned shifts, ensure payroll is submitted timely, and monitor productivity to meet property or event-specific needs while being mindful of your financial goals and targets.
• Maintain outsourcing account par level chemical, and cleaning tools. Ensure equipment is safely used and maintained in working order. Perform a monthly inventory of supplies and equipment.
• Train on-site point of contact leads for outsourcing accounts’ concerns and emergency response situations, and escalate to Regional Director and SVP all areas of concern for further direction and guidance.
• Coordinate supervision and meet financial budgets set for outsourcing accounts.

Sales & Revenue Growth - 20% of time spent

• Support sales growth through increasing special projects and deep & wide opportunities.
• Meet or exceed financial target goals for each account leading.

Talent Management & Organizational Development - 10% of time spent

• Coordinate, guide, and ensure quality staffing and hiring with service teams.
• Report all employee-related issues with performance and violation of company policy for further direction and guidance immediately.
• Report all employee incidents and accidents following corporate protocol for injuries timely.
• Prepare and deliver proper onboarding training for new hires.
• Develop and grow direct reports.
• Provide leadership through mentoring, motivation, and training programs.
• Initiate and implement training practices for direct reports.

Risk & Compliance - 10% of time spent

• High-level risk and safety business judgment.
• Apply complex problem-solving techniques across outsourcing accounts.
• Ensure compliance with all internal policies and external regulations.

Qualifications

• High school diploma; Associate degree; business administration, economics, or finance a strong plus
• 5+ years of business-related management for national programs and large accounts, preferably in a service hospitality industry, outsourcing, or janitorial vendor
• Must be available to work outside of business hours (early/late day shifts, weekends, holidays, etc.)
• A proven and profitable track record in management and/or sales management or customer service management in a related field or industry
• Ability to guide, direct and motivate others
• Demonstrated sound business judgement
• Previous experience servicing, supporting, developing or generating major accounts
• Applicants must be legally eligible to work in the United States and must not require current or future visa sponsorship
• Proficiency in Microsoft Office (365-PC), Adobe Suite, DocuSign, and Microsoft Dynamics CRM is a plus
• Fluency in English, bilingual in Spanish is a plus

Physical Demands

• While performing the duties of this job must have the:
• Ability to stand, walk, sit, use hands to handle or feel objects, reach with hands and arms, climb stairs, balance, stoop, kneel, talk, and hear for extended periods of time (with or without reasonable accommodation)
• Occasionally lift, carry, push, or pull objects up to 20 pounds (with or without reasonable accommodation)
• Work in a sitting position for long periods of time (with or without reasonable accommodation)
• Fine and gross motor skills to operate tools, equipment, or technology as needed
• Ability to work in environments with varying temperatures, noise levels, or lighting
• Hand-eye coordination for handling small or detailed items
• Ability to work in indoor and/or outdoor settings as required by job duties
• Reasonable accommodation may be made to enable individuals with disabilities or other qualifying reasons to perform the essential functions of this position

Benefits

• Healthcare: Medical, Dental, Vision, Voluntary Life, Group Life, Voluntary AD&D, Short and Long-term Disability, Accident, Critical Illness, Hospital Indemnity insurance (effective the first day of the month following start date)
• Paid Sick Time
• Paid Holidays
• Paid Personal Time Off

An Equal Opportunity Employer

Xclusive Services is committed to a diverse and inclusive workforce and prohibits discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetics, family planning, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.