Manager, Facility Services

ServiceChannel is the leading cloud-based service automation platform for facilities management, providing a single solution to source, procure, manage, and pay for repair and maintenance services through a network of commercial contractors. While established, ServiceChannel continues to operate with the agility and innovation of a growing technology company.

The Manager will report to the Senior Director of Facility Services and lead a team of Facility Services professionals across multiple locations. This role is responsible for driving operational excellence, enhancing customer experience, managing team performance, and supporting continued business growth through effective service delivery and process improvement.

Key Responsibilities Operational Leadership

- Lead the day-to-day operations of the Facility Services team, ensuring key performance indicators (KPIs), goals, and service levels are consistently achieved.
- Implement daily management practices to support and scale end-to-end work order management processes within ServiceChannel.
- Drive operational efficiency through standardized processes, effective resource management, and continuous improvement initiatives.
- Manage organizational complexity and competing priorities in a fast-paced, customer-focused environment.

Customer Experience & Business Growth

- Champion an exceptional customer experience while balancing operational objectives and business needs.
- Support revenue growth by ensuring customers receive high-quality, proactive service.
- Identify and resolve operational challenges impacting customer satisfaction or service delivery.
- Maintain a thorough understanding of customer accounts, business risks, and mitigation strategies.

Team Development & Performance Management

- Lead, coach, and develop Facility Services team members and leaders.
- Establish and maintain professional development plans that support employee growth and continuous learning.
- Deliver regular, balanced, and timely performance feedback through audits, coaching sessions, and performance reviews.
- Ensure team members receive comprehensive training on systems, products, business processes, and best practices.

Cross-Functional Collaboration

- Develop strong partnerships with Sales, Operations, Client Success, and other internal stakeholders.
- Communicate changes in processes, procedures, and business priorities effectively to ensure successful adoption and execution.
- Support special projects and strategic initiatives, including knowledge management, integrations, and process optimization efforts.

Account & Relationship Management

- Guide Facility Coordinators in developing and maintaining Joint Account Plans.
- Foster strong relationships with customers and internal partners to promote collaboration, issue prevention, and effective problem resolution.
- Monitor account health and proactively address operational risks.

Qualifications & Experience Required

- Bachelor's degree or equivalent professional experience; MBA preferred.
- Minimum 5 years of customer service, operational leadership, or facilities managment experience.
- Minimum 3 years of management experience leading customer-facing teams, including coaching leaders and managing escalated customer issues.
- Experience working within a high-growth, customer-centric environment.
- Proven ability to improve operational performance, customer satisfaction, and team engagement.

Preferred

- Experience within an Enterprise SaaS organization.
- Knowledge of facilities management, work order management, maintenance operations, or contractor services.
- Experience supporting multi-site or geographically distributed teams.

Key Competencies

- Strategic and operational leadership
- Customer-focused decision making
- Process improvement and continuous improvement methodologies
- Team development and employee engagement
- Strong problem-solving and analytical skills
- Excellent verbal, written, and presentation communication skills
- Ability to influence stakeholders across all organizational levels
- Adaptability and effectiveness in dynamic environments
- Strong ownership mentality with a results-driven approach

Work Environment

- Ability to support a 24/7/365 operational environment as business needs require.
- Comfortable managing multiple projects, priorities, and deadlines simultaneously.
- Thrives in a collaborative, fast-paced, and growing organization.