Operations Manager - Grand Rapids

Now more than ever a career with New Image Building Services in Operations Management is for you if you want autonomy, flexibility and support in those living expenses that are most affected by inflation such as transportation, gas, communications, and health care. This position covers the Grand Rapids area.

Position Summary

The Operations Manager is responsible for overseeing the daily operations of multiple commercial janitorial accounts to ensure exceptional service, employee performance, and customer satisfaction. This position manages supervisors and cleaning staff, maintains quality standards, develops client relationships, and ensures compliance with all company policies and safety regulations. The Operations Manager is accountable for staffing, employee development, budget management, and overall operational success within their assigned territory.

What We Offer:

• Company Vehicle
• Gas Card
• Laptop
• Phone
• Medical Insurance
• Life Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Sick Days
• Short Term Disability
• Long Term Disability

Essential Duties and Responsibilities

Operations Management

• Oversee the daily operations of assigned commercial cleaning accounts.
• Ensure all contract specifications and service expectations are consistently met.
• Conduct regular site inspections and quality assurance audits.
• Resolve operational issues quickly and effectively.
• Develop action plans to address deficiencies and improve service quality.
• Monitor supply inventory and equipment needs while controlling costs.
• Coordinate special projects, floor care, carpet cleaning, and emergency services as needed.

Customer Relations

• Build and maintain strong relationships with clients.
• Conduct routine customer visits and follow-up communications.
• Address client concerns promptly and professionally.
• Ensure high levels of customer satisfaction and contract retention.
• Identify opportunities to expand services within existing accounts.

Leadership & Staffing

• Hire, train, and develop supervisors and frontline employees.
• Coach employees on performance expectations and company standards.
• Conduct performance evaluations and provide ongoing feedback.
• Address employee relations issues in accordance with company policies.
• Ensure adequate staffing levels across all assigned locations.
• Assist with scheduling and workforce planning.

Financial Responsibilities

• Manage labor costs to meet budget expectations.
• Review payroll for accuracy.
• Monitor overtime and staffing efficiency.
• Control supply and equipment expenses.
• Assist in developing annual operating budgets.

Safety & Compliance

• Ensure compliance with OSHA, company safety policies, and client-specific requirements.
• Conduct safety meetings and training.
• Investigate workplace accidents and complete required documentation.
• Ensure employees are properly trained on equipment and cleaning procedures.
• Maintain compliance with all regulatory and contractual requirements.

Administrative Responsibilities

• Complete inspection reports, corrective action documentation, and operational reports.
• Maintain accurate employee records and training documentation.
• Review timekeeping records and approve payroll.
• Participate in management meetings and provide operational updates.
• Assist with implementation of new accounts and transitions.

Qualifications

Required

• High school diploma or GED.
• 3–5 years of management experience, preferably in commercial janitorial, facilities management, hospitality, or a related service industry.
• Experience supervising multiple locations and employees.
• Strong leadership and problem-solving skills.
• Excellent communication and customer service abilities.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Valid driver's license with a clean driving record.
• Ability to pass background checks required by client sites.

Preferred

• Bachelor's degree in Business Management or related field.
• Experience with commercial floor care and specialty cleaning services.
• Bilingual (English/Spanish) is a plus.
• Experience using workforce management or scheduling software.

Knowledge, Skills & Abilities

• Strong organizational and time management skills.
• Ability to prioritize multiple responsibilities.
• Excellent conflict resolution skills.
• Ability to work independently with minimal supervision.
• Strong attention to detail.
• Financial and analytical skills.
• Ability to motivate and develop employees.
• Professional demeanor with clients and staff.

Physical Requirements

• Frequently walk, stand, climb stairs, bend, kneel, and reach.
• Lift and carry up to 50 pounds.
• Travel between multiple customer locations daily.
• Ability to work evenings, nights, weekends, and respond to emergencies as needed.

Work Environment

This position requires frequent travel between customer facilities and occasional work in office settings. The Operations Manager may be exposed to cleaning chemicals, equipment, varying temperatures, and active work environments.