Senior Operations Manager – National Accounts

About the role

The Senior Operations Manager for National Accounts leads the operations of assigned national facilities management accounts, ensuring timely, cost‑effective maintenance and service delivery. Reporting to the Vice President of Facilities Management, this role drives service excellence and supports career growth within a family‑owned real estate firm.

Key responsibilities

• Lead workflow and performance of operations teams supporting 7‑10 national accounts, meeting service‑level KPIs.
• Manage $10M‑$40M in account revenue, targeting $15M‑$20M, while achieving sales growth and profitability.
• Build and maintain strong client and vendor relationships, oversee escalations, review subcontractor bids, and authorize work orders up to $100,000.
• Monitor account workflows, identify service gaps, and provide recommendations to improve facility management processes and expenditures.
• Train, coach, and support team members, lead regular meetings, and oversee operational projects from initiation to completion.

Required profile

• 7–9 years of related experience with a Bachelor’s degree in Business Administration preferred, or 9–11 years without a degree.
• At least 7 years of experience in commercial facilities or property management, resolving client issues.
• Proven leadership of telephone‑based customer service operations.
• Strong problem‑solving ability to analyze complex, large‑scope issues and implement effective solutions.

Required skills

• Proficient with CRM software, data entry, scheduling, and reporting tools.
• Working knowledge of commercial construction and general trades.

What we offer

• Exceptional culture and positive work environment.
• Competitive earnings and comprehensive benefits.
• Personal recognition and individual development opportunities.
• Clear path for career advancement.