[Hiring] Facility Services Operations Manager @Bedrock Facility Solutions

Role Description

We are hiring a Facility Services Operations Manager to lead the daily operation behind our services. This person is responsible for how client requests move from intake through completion. You will lead the Facility Services Coordinators, monitor open work, improve processes, and step in when an urgent or complicated situation needs experienced judgment. The right person will stay close enough to the daily work to see where problems are happening, then improve the process so those problems do not keep repeating. You will work closely with customer success, billing, the service provider network, and Bedrock leadership. You will also use information from Pebble to measure performance and make better operational decisions.

What You Will Do

• Lead, train, schedule, and support the Facility Services Coordinator team
• Set clear expectations for communication, documentation, urgency, and follow through
• Monitor incoming requests, open work orders, response times, estimated arrival times, and completion progress
• Build procedures for standard requests, emergencies, after hours service, estimates, approvals, and escalations
• Make sure approved service providers are assigned based on trade, location, availability, and client requirements
• Step in when a service provider is unresponsive, a client is frustrated, or a job is falling behind
• Review work orders for accurate notes, photos, estimates, approvals, completion details, and invoices
• Make sure coordinators provide clients with useful and timely updates
• Track recurring facility problems and recommend preventive maintenance or a different service approach
• Support the launch of new clients and locations
• Coordinate with Customer Success Managers when a service problem affects the larger client relationship
• Work with billing to resolve estimate, invoice, approval, and documentation issues
• Review service provider performance and report recurring quality or communication problems
• Monitor operational measures such as response time, dispatch time, completion time, work order age, repeat service, and client escalations
• Help improve workflows and reporting inside Pebble
• Prepare regular operational reports for Bedrock leadership
• Participate in an escalation schedule for urgent issues outside normal business hours
• Travel to client locations or meet with service providers in Florida when needed

Qualifications

• At least five years of experience in facility services, maintenance operations, service dispatch, property operations, construction services, or a related field
• At least two years of experience leading or supervising employees
• Experience managing a high volume of work orders or service requests
• Experience coordinating work across several client locations
• Working knowledge of commercial HVAC, plumbing, electrical, locksmith, janitorial, landscaping, and general maintenance services
• Experience reviewing estimates, invoices, service documentation, and approval requirements
• Strong judgment when prioritizing emergencies and competing client needs
• The ability to lead calmly when a client or service situation becomes difficult
• Experience using a CMMS, work order platform, dispatch system, or similar software
• Comfort using performance data to find problems and improve results
• Strong written communication, organization, and follow through
• Ability to work remotely and travel within Florida when needed

Requirements

• A college degree is not required
• An FMP, CFM, or similar facility management credential is helpful but not required

Benefits

• This is a full time W2 position with a base salary and performance based bonus

Company Description

Bedrock Facility Solutions helps companies with multiple locations manage repairs, maintenance, service providers, assets, and facility activity across their properties. Pebble, our facility management platform, keeps work orders, communication, estimates, invoices, response times, and location history organized.

Bedrock Facility Solutions is an equal opportunity employer. Employment decisions are based on qualifications, performance, and business needs without regard to any characteristic protected by applicable law.