Director Operations - Facilities

About the Role

Our client, a rapidly expanding facility services company in Canada, is searching for an experienced and operationally focused Director of Operations to manage a significant client portfolio. Unlike a conventional desk-based position, this role requires a leader who can handle enterprise client relationships, lead a team of Account Managers, manage multi-million-dollar portfolios, and directly address operational challenges as they arise. The ideal individual should be comfortable conducting executive business reviews with senior VP-level stakeholders and visiting client sites for issue evaluation. This role demands leadership, accountability, commercial acumen in facility services, and a strong presence both in the boardroom and on-site.

Key Responsibilities

• Lead the entire account management process, including nurturing client relationships, monitoring account health, managing renewals, handling escalations, and overseeing operational performance.
• Manage and mentor a team composed of Account Managers and Quality & Service Specialists to achieve high performance.
• Maintain ongoing, direct communication with enterprise-level clients such as Directors, VPs, and Asset Managers.
• Drive retention of revenue and expand service offerings to grow the existing client portfolio.
• Take charge of enterprise account renewals proactively and mitigate risks associated with accounts.
• Collaborate closely with Operations and Client Services teams to ensure consistent service quality and effective resolution of issues.
• Oversee the onboarding process and implementation of major new accounts.
• Keep comprehensive account records and reports up to date using CRM and operational platforms.
• Provide weekly portfolio performance reports, highlighting account risks, client satisfaction levels, and team efficiency to executive leadership.

Performance Indicators

• Maintain portfolio revenue retention rates exceeding 95%.
• Achieve growth in gross profit margins across existing accounts.
• Ensure account health and service quality metrics meet company standards.
• Effectively resolve client escalations and maintain high satisfaction rates.
• Promote a strong team culture with good development, retention, and performance metrics.

Required Qualifications and Skills

• Seven to ten years' experience in the commercial cleaning or facility services industry.
• At least three to five years managing client portfolios and operational or account management teams.
• Proven track record in retaining and growing enterprise-level accounts.
• Comfortable with and experienced in leading quarterly business reviews and managing senior client relationships with strong executive presence.
• Demonstrated leadership capabilities including team mentoring and development.
• Solid financial understanding including gross profit, margins, labor costs, and overall operational profitability.
• Familiarity with platforms like BrightGo, HubSpot, Mero, or other similar systems is advantageous.
• Certifications such as CIMS or ISSA are considered pluses.
• Experience working in multi-client or agency-like operational environments is highly desirable.

Why Join This Organization?

• Opportunity for executive level visibility and direct interaction with senior leadership.
• Exposure to significant growth possibilities as the company expands across Canada and the United States.
• A high-impact leadership role offering genuine ownership and autonomy in operations.
• Competitive pay structure including bonuses and profit-sharing arrangements.
• Robust health benefits package.
• Support for professional growth and attendance at industry conferences.
• Engagement in team-building events and company-sponsored social activities.

Additional Information

Candidates should be eligible to work in Canada. This is a hands-on leadership opportunity for an individual who thrives in a fast-paced environment, values responsibility, and can balance operational management with senior client relationships. Selected candidates will be contacted directly. This recruitment is conducted by a third-party recruiter utilizing advanced technology and expertise.