[Hiring] Manager, Facility Services @Fortive

Role Description

The Manager will report to the Senior Director of Facility Services and lead a team of Facility Services professionals across multiple locations. This role is responsible for driving operational excellence, enhancing customer experience, managing team performance, and supporting continued business growth through effective service delivery and process improvement.

Key Responsibilities

• Operational Leadership
  • Lead the day-to-day operations of the Facility Services team, ensuring key performance indicators (KPIs), goals, and service levels are consistently achieved.
  • Implement daily management practices to support and scale end-to-end work order management processes within ServiceChannel.
  • Drive operational efficiency through standardized processes, effective resource management, and continuous improvement initiatives.
  • Manage organizational complexity and competing priorities in a fast-paced, customer-focused environment.
• Customer Experience & Business Growth
  • Champion an exceptional customer experience while balancing operational objectives and business needs.
  • Support revenue growth by ensuring customers receive high-quality, proactive service.
  • Identify and resolve operational challenges impacting customer satisfaction or service delivery.
  • Maintain a thorough understanding of customer accounts, business risks, and mitigation strategies.
• Team Development & Performance Management
  • Lead, coach, and develop Facility Services team members and leaders.
  • Establish and maintain professional development plans that support employee growth and continuous learning.
  • Deliver regular, balanced, and timely performance feedback through audits, coaching sessions, and performance reviews.
  • Ensure team members receive comprehensive training on systems, products, business processes, and best practices.
• Cross-Functional Collaboration
  • Develop strong partnerships with Sales, Operations, Client Success, and other internal stakeholders.
  • Communicate changes in processes, procedures, and business priorities effectively to ensure successful adoption and execution.
  • Support special projects and strategic initiatives, including knowledge management, integrations, and process optimization efforts.
• Account & Relationship Management
  • Guide Facility Coordinators in developing and maintaining Joint Account Plans.
  • Foster strong relationships with customers and internal partners to promote collaboration, issue prevention, and effective problem resolution.
  • Monitor account health and proactively address operational risks.

Qualifications

• Required
  • Bachelor's degree or equivalent professional experience; MBA preferred.
  • Minimum 5 years of customer service, operational leadership, or facilities management experience.
  • Minimum 3 years of management experience leading customer-facing teams, including coaching leaders and managing escalated customer issues.
  • Experience working within a high-growth, customer-centric environment.
  • Proven ability to improve operational performance, customer satisfaction, and team engagement.
• Preferred
  • Experience within an Enterprise SaaS organization.
  • Knowledge of facilities management, work order management, maintenance operations, or contractor services.
  • Experience supporting multi-site or geographically distributed teams.

Requirements

• Strategic and operational leadership
• Customer-focused decision making
• Process improvement and continuous improvement methodologies
• Team development and employee engagement
• Strong problem-solving and analytical skills
• Excellent verbal, written, and presentation communication skills
• Ability to influence stakeholders across all organizational levels
• Adaptability and effectiveness in dynamic environments
• Strong ownership mentality with a results-driven approach

Benefits

• Excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

Company Description

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience.