Senior Director, Facility Services

The Senior Director of Facility Services is responsible for the execution and Customer Success for our customers facility programs as well as the personnel that support our customers. ServiceChannel Managed (SCM) is a partner to our customers to oversee all facilities repair maintenance and related services. Our goal is to streamline operations improve efficiency and optimize our resources and software platform into one cohesive framework. This role involves ensuring the efficient operation and management of facilities work orders created in the ServiceChannel Platform a high level of cross functional partnership with multiple departments and leading a team to achieve the customers repair & maintenance goals.

Key Responsibilities:

Leadership and Management:

• Lead the daily operations of Facility Services team members while ensuring that supporting KPIs goals and objectives are being met.
• Demonstrated ability to manage through organizational complexity and ambiguity working with leaders and stakeholders in a fast paced/time sensitive environment while managing multiple competing priorities.
• Lead Managers efforts to create and maintain Joint Account Plans Customer Risk countermeasures and high personnel efficiency and quality.
• Prepare and deliver presentations regarding the health of the department to senior leadership and executive team.

Process Improvement and Efficiency:

• Implement Daily Management to scale the end-to-end work order management process in SCM.
• Identify and lead projects to improve operating efficiency problem resolution & customer satisfaction (Kaizen).
• Effectively communicate and manage changes in operating processes to ensure staff understanding retention and appropriate execution.

Training and Development:

• Ensure that the work order operation employees are properly trained in all facets of their job responsibilities including systems training product knowledge business process knowledge new feature knowledge and best practices.
• Develop and maintain growth development plans for team members. Foster a positive work environment and consistently supports continuous learning. Provides consistent balanced and timely performance feedback on facility service performance as related to call and case audits.

Customer Experience and Relationship Management:

• Driving revenue growth and retention through well-served and engaged customers this individual will champion the customers experience while balancing the realities of our business needs.
• Develop & maintain relationships with sales operations & clients to allow for continuous communication issue avoidance & resolution.
• Maintain thorough knowledge of customers risk mitigation measures.
• Develop relationships with key customers senior leadership serving as a point of escalation and regular Executive Business Reviews

Qualifications:

• Bachelors degree in Facility Management Business Administration or a related field.
• Minimum of 10 years of experience in facility management or a related field with at least 5 years in a senior leadership role.
• Proven track record of managing large-scale facility operations and projects.
• Strong understanding of facility management principles practices and technologies.
• Proven ability to analyze data and make best practice recommendations to the customer or internal team
• Proficiency in budget management and financial analysis.
• Excellent leadership and team management skills.
• Strong communication and interpersonal skills with the ability to collaborate effectively across departments.
• Problem-solving and decision-making abilities.
• Ability to work in a fast-paced dynamic environment and manage multiple priorities.

Preferred Qualifications:

• Post-graduate degree in Facilities Management Business Administration or related field.
• Proficiency in facilities management software (e.g. ServiceChannel) and customer relationship management (CRM) tools (Salesforce/Gainsight)
• Certification in facility management or related fields (e.g. Certified Facility Manager LEED certification).
• Experience managing enterprise-level retail-to-consumer store portfolios.
• Experience in a customer support environment or related industry.
• As a brand that is shaping the future of our industry we only succeed by recruiting and developing the best talent available. This is a team that is driven to do better emphasizes continuous improvement acts with integrity and works together to win together.

Working Conditions:

• Flexibility: Ability to handle special projects and emergencies; flexible schedule starting at 8 AM EST with occasional evening and weekend work as well as on-call availability for emergencies
• Comfort with Remote Work: This is a completely remote position that requires being comfortable with virtual meetings on camera.
• Travel: 20% travel may be necessary

#LI-CS23

#LI-REMOTE