Operations Account Manager - Facilities and Maintenance

Responsibilities

The Operations Account Manager is responsible for managing customer relationships, operational performance, and financial results across an assigned territory. This role acts as the primary liaison to ensure service excellence, drive revenue growth, and oversee workforce effectiveness.

Requirements

The role requires the ability to work in a fast-paced, high-pressure environment with frequent travel and availability for a 24/7 operational schedule. Candidates must demonstrate strong leadership, financial acumen, and the ability to manage complex customer service and operational compliance needs.

Skills

• Customer relationship management
• Operational management
• Financial management
• Team leadership
• Performance management
• Workforce planning
• Service recovery
• Budgeting
• Cost control
• Compliance monitoring
• Problem solving
• Stakeholder management
• Business development
• Coaching
• Safety compliance

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Pension plan

About this role

About Us
We are an established Canadian facility, maintenance company. We provide a variety of services to large retail and commercial businesses nationally.
We have a competitive compensation & benefits plan including health, dental and vision, and a pension plan after 1 year.
Job Summary
Key Focus
The Operations Account Manager is responsible for managing customer relationships, operational performance, and financial results across an assigned territory. As the primary liaison between United and its customers, this role ensures service excellence, customer retention, workforce effectiveness, and operational compliance.
Working closely with Workforce Relations and Talent Acquisition, the Operations Account Manager proactively addresses customer needs, resolves operational challenges, drives revenue growth, and supports the recruitment, development, and retention of a high-performing workforce.
Job Requirements & Expectations
Frequent travel within the assigned territory.
Ability to work in a fast-paced, high-pressure environment and effectively solve problems.
Flexibility to work rotating schedules as required.
Availability to support operational and customer needs in a 24/7 environment.
Customer Relationship Management
Serve as the primary point of contact for customers within the territory.
Build strong customer relationships through proactive communication and service support.
Conduct regular store visits, business reviews, and stakeholder meetings.
Manage customer concerns, escalations, and service recovery efforts.
Monitor service quality and implement improvement plans to enhance customer satisfaction.
Workforce Relations & Talent Acquisition
Partner with Workforce Relations to monitor performance and implement improvement initiatives.
Collaborate with Talent Acquisition on workforce planning, recruitment, onboarding, and retention.
Ensure staffing levels align with customer and operational requirements.
Operational & Financial Management
Manage location performance, profitability, revenue retention, budgets, and cost controls.
Identify revenue growth opportunities, including contract expansions and special projects.
Support pricing, quoting, and business development initiatives.
Monitor financial performance, labor costs, materials, inventory, and company assets.
Leadership & Performance Management
Coach, mentor, and support frontline teams to achieve operational excellence.
Support workforce development, training, and performance management initiatives.
Promote a culture of accountability, safety, continuous improvement, and customer focus.
Compliance & Process Excellence
Ensure compliance with company policies, customer requirements, and health and safety standards.
Drive adoption and effective use of operational systems and technology platforms.
Monitor key performance indicators, audits, inspections, quality standards, and service delivery expectations.

About United Services Group

Specialty Trade Contractors · 501-1,000 employees · headquartered in Charlotte, North Carolina · founded 2013