Experience Inc. Jobs

Job Information

CSM SERVICES Lakeshore/Grand Rapids Area Operation Manager in Grand Rapids, United States

Operations Manager

Reports To | Regional Operations Manager

The Operations Manager (OM) is a hands-on position that will drive efficient field operations, create Operations schedules and oversee Operations processes and budgets, deployment of and operation of field assets, health and safety protocols and work with service teams to ensure customer satisfaction. It is essential for the OM to provide the information, inventory and tools necessary for Operations teams to be successful, every day. The Operations Manager position is primarily a 2nd shift position.

Location: South Grand Rapids, Holland, Muskegon (Lakeshore Area), MI


  • Holiday Pay

  • Paid Time Off

  • Medical, Dental, and Vision Benefits

  • Car Allowance

  • Fuel Card

  • Phone Stipend


  • LMA

  • Secondary Customer Contact

  • Schedule Design and Maintenance

  • Site Specific Procedures and Knowledge

  • Labor & Supply Budgets

  • Training – Operations, Human Resources, Safety

  • ERP System Expertise

Responsibilities and Duties

Financial Performance

  • Works with Account Managers (AM) to ensure jobs are estimated accurately.

  • Works with assigned Operations Team (PT) to ensure estimated labor and materials budgets are met on service contracts at assigned worksites.

  • Meet regularly with PT to remedy underperforming accounts.

  • Assist PT with physical inventories of company asset oversight.

Business Development

  • Ensure PT report enhancement service requests for Account Managers to estimate.

  • Work with Account Managers as needed to prepare estimates.

  • Works with Sales Team to ensure jobs are estimated accurately.

Customer Retention | Quality Assurance | Service Delivery

  • Work with AMs and PT to onboard new customers by hiring staff, requisitioning consumables and equipment, communicating contract requirements and developing site specific procedures to ensure quality and financial performance

  • Ensure PT understand contract and enhancement service deliverables.

  • Ensure compliance with established quality standards. 

  • Develop play books with PT to optimize cleaning operations across work sites.

  • Ensure all new team members are trained on effective site-specific procedures to achieve company and customer goals

  • Ensure proper use and care of all company assets.

  • Coordinate scheduling of enhancement projects with the AMs.

  • Review site audit scores with PT and adjust staffing and procedures to meet standards

  • Cascade information from AM's to PT to ensure:

  • Completion of action items from site walk throughs,

  • Timely resolution of customer problems or concerns,

  • All contracted and enhancement services are scheduled and executed timely.

  • Oversee all service and staff scheduling to ensure site tasks are completed timely and teams are not understaffed.

  • Review daily time and materials entry across teams to ensure clock in/out times are accurate, job times are monitored, and all materials used are properly allocated to the correct work tickets.

  • Work with PT to monitor and ensure the accuracy of consumables inventory at jobsites and in-service vehicles and issue purchase orders to replenish.

Leadership & Human Resources

  • Lead meetings with Operations Supervisors.

  • Implement and enforce policies and procedures as issued by company.

  • Maintain effective communication with internal staff.

  • Monitor and take corrective action on EHS reporting and work with HR to implement methods to improve safe workplace practices.

  • Work with HR Team to facilitate employee training, onboarding and on-going performance management.

  • Ensure proper paperwork is completed for all employee changes and hires.


Education & Experience

  • 2-4 years of prior working experience in a service industry.

  • 1-2 years prior experience in a supervisory role.

  • 2- or 4-year degree or certification by a custodial association preferred.

Skills & Abilities

  • Ability to organize and schedule multiple projects.

  • Able to operate at a high level of accountability and responsibility for all activities and activities of team.

  • Established ability to effectively communicate and build successful relationships with team members

  • Excellent interpersonal, verbal, written, and organizational skills.

  • Able to work independently and have exceptional problem-solving skills.

  • Proven ability to identify gaps and optimize processes.

  • Ability to manage jobs and achieve budgeted margins.

  • Valid driver's license with adequate driving record.

  • Fluent in technology.

  • Bilingual Spanish strongly preferred.