Director of Store Operations

7 days ago

Halifax, Nova Scotia, Canada United Services Group Full time

We are an established Canadian facility maintenance company. We provide a variety of services to large retail and commercial businesses nationally.

At United Services Group, we offer a competitive compensation & benefits plan including health, dental and vision, and a pension plan after 1 year.

This role is responsible for leading, managing, coordinating, and implementing daily the Janitorial Services scope of works at all store or site locations within the designated area or territory, across multiple customer banners.

The key focus areas of this role are in managing:

  • Customer Experience & Retention
  • Performance of our Partners & Cleaners
  • Overall Store Operations (Including store budgets, profitability & KPI's)
  • Quality Standards & Audits
  • Training
  • Cost Management
  • Increasing Revenue & Profits per Store and Customer Banners
  • United & Customer Processes, Policies & Guidelines
  • Support to other Area Managers as required

Planning & Budgeting:

  • Responsible for participation in the development and implementation of annual plans by customer banners (annual waxing schedules, budgets, potential add-on sales opportunities).
  • Implement store level budgets.
  • Create and develop short and long-term strategies at store level to secure sustainability and profitability of all operations.

Customer Relationships & Communication:

  • Build strong relationships with customers and business partners at store level (cross-selling, building trust, deliver good service, consistency, follow through, be a United brand ambassador and represent the brand positively).
  • Single point of contact at store level with customer for the communication between United and the customer for all services (nights, day porters, outside services, etc.).
  • Address store level customer concerns and provide timely and effective solutions to problems.
  • Support Regional Management on all face-to-face meetings or touchpoints with key customer stakeholders.
  • Daily/Weekly/Monthly meetings with customers banners on store audits, case management & action plans, periodic schedules, scope of works.
  • Weekly or as required, store compliancy walks with customers.
  • Lead or participate in store transition meetings with new customer and partner together about expectations around scope of works and set expectations.

Internal Communication:

  • Lead and coordinate all store level communication with United Partners daily on issues and actions.
  • Set expectations with Partners, provide training, coaching & mentoring.

Process Compliances:

  • Lead all process initiatives/implementation at store level; Work with Sr. management on identifying store level trends and process gaps.
  • Lead store level customer store/calibration walks.
  • Lead process adoption in Salesforce.
  • Responsible for managing business using United technologies provided (e.g., Salesforce/Outlook).
  • In-Store Specials.
  • Conduct Visitation Audits & manage Case management for issues and escalations.
  • In Store Partner Training and support Partner Effectiveness in Partner training Program.
  • Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes.

Cost Management & Controls:

  • Responsible at store level for Revenue + Cost per Store;
  • Responsible for the store level financial activities related to billing, invoicing, store budgets, customers, suppliers and sub-contractors' expenses, employee hours, material costs over budget, equipment repair costs.
  • Monitor asset inventory, including but not limited to, equipment and supplies at store level.

Workforce & Performance Management:

  • Co-Lead Performance Management for Partners with Partner Effectiveness team as per United reports (Monthly inspections, escalation reports, attendance reports, visitation reports).

Recruitment, Training & Development:

  • Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners and Partner management (e.g., Insurance, Contract signing, ID Badging for all staff and Partners).
  • Lead In-Store Partner Training (Scope + Equipment + Material Ordering) and support Partner Effectiveness & L & D in overall Partner training program.
  • Lead daily/weekly mentoring and coaching of Partners on store performance and customer scope of works.
  • Monitoring performance of reporting Partners and apply performance improvement plans to improve Partner engagement and productivity in conjunction with Partner Effectiveness team.
  • Responsible for managing business using United technologies provided (e.g., Salesforce & Microsoft Programs). Responsible for asset management.
  • Work in compliance with all United, legal & health & safety policies and protocols.
  • Protect company assets from damage and misuse.
  • Ability to work flexible shifts on a rotation basis.

Estimated Salary: $75,000 - $100,000 per annum, depending on experience and qualifications.

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