National Operations Manager

2 weeks ago

Remote, Canada UNITED CLEANING SERVICES LIMITED Full time

**Department Purpose/ Function**

The purpose of Senior Customer Service Lead is to focus on existing Customer relationships & implementation of Customer Scope of Work. This is to be achieved by listening to Customer needs and acting proactively to meet and exceed Customer Scope of Works and providing additional products or services to meet and exceed their everyday needs in real time.

**Key Focus**: Customer Experience & Retention, Store Operations, Quality Standards, Cost Management, Increasing Revenue per Store and Customer Banners.

**Job Summary**

This national fully bilingual English/French role will support the Head of Retention Fashion, General Retail & Hospitality in all operations and customer requirements and support the lead of Customer Success Managers and partners to provide Janitorial Services across multiple customer banners in the regions.

Implement operationally effective processes regionally to create consistent customer experiences across multiple customer banners. This role is responsible for ensuring profitability as outlined within United’s policies and strategies, by running an efficient and effective operational environment to exceed productivity and manage cost controls. This role is also responsible for increasing of revenue from the existing customers as specified in the United budget and managing a mobile workforce regionally. In addition, this role will align with communication strategies across customer banners regionally to create a continuous line of communication between customers and United in real time. This role will also act as support for Area & Account managers as required.

**Duties** **and** **Responsibilities**

**Customer Relationships & Communication**:

- Build strong relationships with customers and business partners at store level.
- Address store level customer concerns and provide timely and effective solutions to problems that have escalated above the level of direct reports.
- Support Regional Leader on all face-to-face meetings or touchpoints with key customer stakeholders (e.g., Customer District Managers (DM's) & Customer V.P level).
- Lead
- Daily/Weekly/Monthly meetings with Retention team and key customer stakeholders at store level from customer banners on e.g., Store Audits, Issues & Escalations, Action Plans, Access Issues, No-shows.
- Weekly reporting on Issues & Escalations, Action Plans to customer district managers.
- Weekly or as required, store calibration walks with customers.

**Internal Communication**:

- Lead and support cross-functional weekly & monthly meetings with Regional & Support Teams (e.g., Partner Effectiveness, Equipment/Service, Operational Effectiveness Teams, and other support areas).
- Daily/Weekly Process Meetings (e.g., PCO/Invoicing Meeting).
- Lead daily/weekly mentoring and coaching of AMs on performance and objectives.

**Auditing Stores & Case Management**:

- Create and implement Audit Schedules with AM’s and Partners.
- Manage Case management in SF: Follow up with AMs for timely closure of cases.
- Analyze case trends and case types: Provide feedback, coaching and support to AM on a regular basis on solutions, training, and action plans.
- Assist and support in Store operations training.
- Lead Audit process training to develop AMs capacity in conducting audits.

**Materials Management**:

- Collaborate with internal procurement team and Bunzl to manage materials budgets to ensure inventory levels are optimized specifically during peak use time.
- Proactively analyze trends on material report (i.e., partners/locations not purchasing United material) to ensure compliancy and consistency.
- Identify Partners not using authorized United materials and implement action plans to ensure compliancy.

**Equipment Repair Cost Management**:

- Collaborate with Partnership and Equipment Services team to manage and reduce service and invoice disputes.
- Proactively analyze trends on Equipment report (i.e., Partners with high repair costs) to ensure compliancy and consistency.

**Planning & Budgeting**:

- Participate in developing and implementing Retention team Annual Plans, Performance Goals & Store Budgets.
- Implement Store level budgets and Scope of Works.
- Create and develop short and long-term strategies at store level to secure sustainability and profitability of all operations.

**Process Compliances**:

- Lead all process initiatives/implementation at store level; Work with Sr. management on identifying store level trends and process gaps.
- Lead regional customer store/calibration walks.
- Lead process adoption in Salesforce.
- Lead daily and weekly review and manage key United operational processes and KPI’s: As per Retention Priority Framework.
- Partner Change Overs (PCO)
- Material Ordering
- S.I.N Process (Specials, In & Outs, Non-Billable)
- Quality Control & Store Audits.
- Periodic (Waxing/Stripping) Schedule.
- A.R.I (fleet management) and Health & Safety Compliance.
- Case Management
- issues an

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