Senior Director of Operations

Encompass Onsite LLC - Senior Director of Operations - Fort Lauderdale, Florida

The Senior Director of Operations is responsible for the growth, profitability, and service continuity of the company’s business across its assigned territories in the US and Caribbean. This position’s purpose is to achieve the strategic objectives of the organization and take ownership of the Company’s service operations in a specific territory or location. The Senior Director of Operations reports to the Vice President of Service Delivery and Chief Operating Officer, participates in Company Committees, and directly supervises, coaches, and mentors the Operations Management team.

Additionally, the Senior Director of Operations collaborates with finance, human resources, quality, safety, sales, and other functional staff to help achieve cohesive alignment of all departments toward service delivery. This position will be responsible for the organizational structure and performance of all customer accounts related to service delivery, including staffing, training and professional development of the workforce, performance metrics, financial results, resource planning, and optimization. The Senior Director of Operations will be responsible for the retention, optimization, and growth of client service relationships, and for the integration of new technologies as they may arise, driving a high-level consultative approach to customer service.

Key Responsibilities:

1. Supervises and coordinates the work of subordinate directors, managers, supervisors, and other staff, including reviewing work and production performance, motivating team members to work more effectively, identifying problems with performance, and developing solutions to those problems.
2. Proactively provides mentoring and coaching for the development of direct reports and promotes training and development through all service delivery layers.
3. Leads the development and implementation of policies within the field, and operational changes to support growth.
4. Ensures downflow of communication on an ongoing basis, in unforeseen circumstances, when unusual work situations arise or when new procedures are instituted.
5. Ensures consistent and informative upstream communication to the Vice President of Service Delivery and other leadership team members.
6. Performs personnel administrative tasks, including coordinating and participating in the hiring and promotion process, succession planning, supervising the training of new employees and the ongoing training of other employees.
7. Implements new employee management and customer relationship initiatives that are aligned with the company’s strategic goals.
8. Regularly meets with subordinate staff to exchange information and to discuss issues affecting the success of field operations.
9. Regularly meets with Clients to ensure ongoing client satisfaction and service quality expectations.
10. Calls and conducts formal staff meetings to exchange information and to discuss ways to make each team function more efficiently.
11. Regularly monitors the accuracy, completeness, and timeliness of project costs, revenues, and overall financial performance.
12. Provides periodic performance reports to executive management, including recommendations for improvements and organization-wide program changes.
13. Ensures the use of automated systems and contributes to meetings to ensure the organization is leveraging its technological capabilities.
14. Collaboratively sets, administers, and holds responsible parties accountable to budgets of each respective account within the organization.
15. Provides recommendations on the structuring of new account opportunities to the sales department.
16. Works with Service Managers to expand the value of each account and each territory through new service offerings, operating efficiencies, renewals, and expansions.
17. Travels within and out of state for client meetings, service integrations, launching new territories, or building team relationships.

Knowledge, Skills:

1. Considerable knowledge of building services, including but not limited to janitorial, engineering, grounds maintenance, and regulatory compliance.
2. Demonstrated proficiency in creating and working with documents in Microsoft Word and Excel.
3. Proven history of analytical decision-making and the utilization of KPIs and metrics to achieve operational goals.
4. Exceptional ability to express ideas concisely and clearly, orally and in writing.
5. Four (4) year BA degree in business, engineering, architecture, or hospitality, or equivalent in education, training, and experience.
6. Minimum 5 years’ experience in a complex industrial or commercial environment, at least 3 years of which must be in a director or equivalent role.
7. Strong customer relations skills.
8. Bi-lingual in English and Spanish is a must.
9. Pass a Level 2 background and national law enforcement security check.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Requires working under stressful conditions or working irregular hours.

This Position Is onsite, with travel of 15%.

Salary: Base Upon Experience: 150K - 175K

Encompass is an Equal Opportunity Employer committed to diversity in the workplace.