- Professional
- Bureau à Fort Wayne
Job Description: Operations Manager, Evening- Cleaning Services
Position Title: Operations Manager, Evening
Department: Operations
Reports To: Director of Operations
Location: Various Customer Sites / Company Office in Fort Wayne/Northeast Indiana
Position Summary
The Operations Manager is responsible for the overall leadership and performance of all Cleaning Services operations. This position ensures successful execution of evening cleaning activities, directs Sr. Cleaning Techs and Site Supervisors, maintains strong communication with the Day Operations Manager, and ensures all staff are equipped with the tools, equipment, chemicals, and guidance needed to perform at the highest level. The Operations Manager serves as the primary auditor of service quality and customer satisfaction.
Core Value Expectations ( I•A•C•T)
INTEGRITY: Reliably do the right thing.
ACCOUNTABILITY: Take responsibility for your actions and outcomes.
CANDOR: Communicate openly, honestly, and sincerely.
TEAMWORK: Collaborate as a unified team to achieve shared goals.
Essential Functions
1. Manage Customer Relationships
Conduct regular audits of customer accounts per the established schedule.
Build and maintain strong relationships with all customer points of contact.
Develop and execute action plans to resolve account issues.
Create and manage transition plans for newly awarded accounts.
Ensure successful renewal of contracts through high-quality service and communication.
2. Manage & Direct Area Supervisors and Daytime Technicians
Lead weekly technician meetings and weekly Sr. Cleaning Tech meetings.
Hold daily huddles with Sr. Cleaning Techs to review nighttime operations.
Provide ongoing training, coaching, and development for all team members.
Communicate scheduling updates and operational changes in a timely manner.
Provide clear instruction, audit performance, and deliver actionable feedback to all staff.
Oversee the weekly cleaning of all company locations.
3. Manage Stock Inventory, Equipment, and Vehicles
Ensure adequate chemical and supply levels are maintained across accounts.
Submit timely purchasing requests to the Operations Coordinator.
Ensure all vans are maintained, serviced, and in proper working condition.
Ensure equipment and tools are functioning properly; schedule repairs as needed.
Submit requests for new vehicles, tools, and equipment to the Director of Operations.
Required Competencies
Strong people management and leadership skills
High attention to detail
Reliable attendance and punctuality
Excellent customer service orientation
Strong verbal and written communication skills
Ability to direct teams and hold them accountable
Effective problem-solving and critical thinking skills
Strong decision-making ability
Capable of managing conflict professionally
Highly process-oriented and organized
Minimum Education / Experience Requirements
Minimum of 3 years of related experience required
High school diploma required; additional education preferred
Valid driver's license with a clean driving record and ability to drive company vehicles
Commercial cleaning or janitorial management experience strongly preferred
Work Environment
Company office
Indoor commercial client sites
Fast-paced, high-activity field environment
Physical Demands
Sitting, standing, bending, and walking
Lifting, pushing, and pulling while demonstrating or training on equipment
Must be able to lift moderate weights related to equipment and supplies
Position Type / Expected Hours of Work
Full-time, salaried position
Hours vary based on customer needs and operational demands
Evening and occasional weekend work may be required
Travel Requirements
Local travel between client sites and company facilities
Other Duties
This job description is not designed to cover every activity or responsibility required of the role. Duties may change at any time with or without notice to meet business needs.
Key Performance Indicators (KPIs)
Operational Excellence
Ensure daily quality and productivity across all staff
Manage daily and weekly scheduling to ensure every shift is staffed and completed
Conduct regular account audits to ensure quality service delivery
Host weekly supervisor meetings and maintain consistent communication
Employee Engagement & Performance
Maintain employee turnover at or below 150% annually
Financial Performance
Maintain gross margin at or above budget
Customer Satisfaction & Retention
Maintain NPS score above 45 (minimum 70% participation)
Achieve 85% contract renewal rate
Achieve zero contract cancellations
Personal performance expectations: 85% renewal / 0 cancellations
