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Director of Janitorial Operations

10 hours ago

Rochester, New York, United States TEC Services LLC Full time

We are seeking a results-driven Account Director to lead the execution and performance of a key self-perform contract with a well-known grocery chain. This position is responsible for ensuring operational excellence across multiple retail sites, managing labor and service quality, and maintaining strong client relationships. The Account Director oversees day-to-day contract delivery and partners with cross-functional teams—including HR, Quality, and Site Leads—to drive continuous improvement and compliance.

Key Responsibilities

Contract & Client Management

  • Oversee full execution and performance of the contract, ensuring service-level agreements (SLAs) are met or exceeded.
  • Act as the primary liaison between the company and the customer team, ensuring open communication and a strong partnership.
  • Conduct multiple weekly site inspections at various store locations to evaluate service quality, labor effectiveness and client satisfaction (number of visits TBD by Regional Vice President).
  • Report contract KPIs to the Regional Vice President, and lead preparation and presentation of insights for Quarterly Business Reviews (QBRs).

Operational Oversight

  • Manage and optimize labor planning, shift coverage, and workforce allocation in collaboration with site supervisors and HR.
  • Monitor and improve quality and performance metrics to ensure consistent service delivery across all locations.
  • Support proactive problem-solving and rapid issue resolution through coordination with field teams and internal stakeholders.

Cross-Functional Collaboration

  • Work closely with the internal HR team, including the HR Generalist and HR Manager, to support recruitment, onboarding, employee relations, and compliance.
  • Collaborate with the Quality Lead to align on service standards, inspection outcomes, and performance trends.
  • Partner with finance, payroll, and scheduling teams to ensure accuracy in labor tracking, time approval, and cost reporting.

Employee Relations & Compliance

  • Support a positive work environment by promoting employee engagement, development, and accountability across all site teams.
  • Help ensure proper documentation and resolution of employee concerns in partnership with HR.
  • Uphold all company and client compliance standards, including health and safety protocols, labor law adherence, and site-specific policies.

Financial Management

  • Track and manage account-level budgets, labor costs, and operational spending to ensure profitability.
  • Identify opportunities for cost control and efficiency without compromising service quality or client satisfaction.

Work Environment

  • Field-based role with travel to multiple grocery store locations each week.
  • Occasional evening, overnight or weekend availability may be required.

  • Overnight travel may be required as needed

  • Bachelor's degree in Operations Management, Business, or a related field preferred.

  • 5+ years of experience in multi-site operations or account management, preferably within self-perform, facilities, or retail environments. Must have experience in the janitorial industry.
  • Demonstrated leadership skills in managing teams, clients, and cross-functional partnerships.
  • Strong data analysis, reporting, and business review capabilities.
  • Excellent interpersonal, communication, and organizational skills.
  • Experience with workforce management and scheduling systems (e.g., Kronos, Paycom) and Microsoft Office Suite.

Key Competencies

  • Client relationship management
  • Operational leadership and field execution
  • HR collaboration and employee development
  • Labor planning and workforce optimization
  • Quality control and performance tracking
  • Strategic communication and reporting