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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong operational leadership and customer-focused decision-making in managing Facility Services teams. Proven ability to drive process improvement, enhance customer satisfaction, and develop team members in a high-growth environment.
Highest-signal resume keywords
Operational LeadershipCustomer Service ManagementProcess Improvement MethodologiesTeam DevelopmentStakeholder Influence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Facilities ManagementWork Order ManagementMaintenance OperationsOperational EfficiencyKPI AchievementRevenue Growth SupportPerformance FeedbackProject ManagementStrategic InitiativesCustomer Satisfaction Improvement
Soft Skills
CoachingProblem-SolvingAnalytical SkillsCommunication SkillsAdaptability
Tools & Technologies
ServiceChannel
Certifications & Qualifications
Bachelor's DegreeMBA Preferred
Industry Keywords
Customer-Centric EnvironmentEnterprise SaaSMulti-Site ManagementJoint Account PlansOperational Risks
About the role
Key responsibilities & impact- Lead the day-to-day operations of the Facility Services team, ensuring KPIs, goals, and service levels are achieved
- Implement daily management practices to support and scale end-to-end work order management processes within ServiceChannel
- Drive operational efficiency through standardized processes, resource management, and continuous improvement
- Manage organizational complexity and competing priorities
- Champion exceptional customer experience while balancing operational objectives and business needs
- Support revenue growth through high-quality, proactive service
- Identify and resolve operational challenges affecting customer satisfaction or service delivery
- Maintain understanding of customer accounts, business risks, and mitigation strategies
- Lead, coach, and develop Facility Services team members and leaders
- Establish professional development plans and deliver performance feedback through audits, coaching, and reviews
- Ensure training on systems, products, business processes, and best practices
- Partner with Sales, Operations, Client Success, and other internal stakeholders
- Communicate process, procedure, and priority changes for adoption and execution
- Support special projects and strategic initiatives, including knowledge management, integrations, and process optimization
- Guide Facility Coordinators in developing and maintaining Joint Account Plans
- Foster customer and internal partner relationships, monitor account health, and address operational risks
Requirements
What you’ll need- Bachelor's degree or equivalent professional experience; MBA preferred
- Minimum 5 years of customer service, operational leadership, or facilities management experience
- Minimum 3 years of management experience leading customer-facing teams, including coaching leaders and managing escalated customer issues
- Experience working within a high-growth, customer-centric environment
- Proven ability to improve operational performance, customer satisfaction, and team engagement
- Experience within an Enterprise SaaS organization preferred
- Knowledge of facilities management, work order management, maintenance operations, or contractor services preferred
- Experience supporting multi-site or geographically distributed teams preferred
- Strategic and operational leadership
- Customer-focused decision making
- Process improvement and continuous improvement methodologies
- Team development and employee engagement
- Strong problem-solving and analytical skills
- Excellent verbal, written, and presentation communication skills
- Ability to influence stakeholders across all organizational levels
- Adaptability and effectiveness in dynamic environments
- Strong ownership mentality with a results-driven approach
- Ability to support a 24/7/365 operational environment as business needs require
- Comfortable managing multiple projects, priorities, and deadlines simultaneously
Benefits
Comp & perks- Medical, dental, vision, life and LTD insurance
- HSA
- 401(k) retirement plan
- Equal opportunity employer
- Reasonable accommodations for applicants with disabilities