On-Site Manager
Position Summary
The On-Site Manager is responsible for client retention, contract compliance, operational oversight, quality assurance, and team leadership within an assigned territory. This role serves as the primary point of contact for clients and ensures all services are delivered beyond expectations. The On-Site Manager is expected to take ownership of their territory as if it were their own business while maintaining City Wide's commitment to service excellence.
This is a highly active and physical position requiring frequent travel between client locations. Professional attire is required in accordance with City Wide standards.
Essential Duties & Responsibilities
Client Relations & Retention
- Serve as the primary client representative and maintain strong client relationships.
- Conduct regular client visits and quality inspections.
- Ensure all contractual obligations are fulfilled and services exceed client expectations.
- Respond to client calls and emails within one hour whenever possible.
- Address client concerns, complaints, and service deficiencies promptly.
- Implement client retention strategies and resolve accounts at risk of cancellation.
- Build relationships with decision-makers and key client contacts.
- Promote additional City Wide services, special projects, and supply programs.
Quality Control & Service Excellence
- Perform routine quality control inspections and document findings in CRM.
- Obtain client satisfaction ratings during site visits.
- Verify completion and quality of extra work, floor care projects, and special services within 24 hours.
- Maintain current Building Information Sheets (BIS), route sheets, alarm/key lists, and operational documentation.
- Ensure SDS sheets are current and properly maintained at client locations.
- Monitor equipment inventories and preventive maintenance schedules.
Operations Management
- Ensure proper staffing levels for all accounts.
- Interview, onboard, evaluate, and replace Independent Contractors as needed.
- Coordinate daily operations with Night Managers.
- Manage service schedules, non-routine work, and special projects.
- Verify payroll approvals, employee hours, punch corrections, and timesheet accuracy.
- Ensure overtime is approved and controlled according to company policy.
- Plan coverage for employee vacations and absences.
Financial & Administrative Responsibilities
- Submit event billing documentation within required deadlines.
- Process extra charge tickets and ensure timely billing.
- Monitor account changes impacting labor, pricing, or billing.
- Maintain awareness of collection issues and assist Accounting as needed.
- Support implementation of payment arrangements and service adjustments when necessary.
- Complete required reports, scorecards, and monthly operational documentation.
Leadership & Communication
- Provide leadership, coaching, and performance feedback to Night Managers and staff.
- Communicate company goals, expectations, and service standards.
- Participate in operations meetings and monthly performance reviews.
- Provide daily operational updates to the Director of Operations.
- Collaborate with Sales Executives by identifying potential business opportunities within assigned territories.
Requirements
- Bachelor's Degree in Business Administration, Accounting, or a related field (preferred).
- Minimum 1 year of customer service experience.
- Minimum 1 year of management or supervisory experience.
- Valid driver's license and reliable transportation.
- Strong communication, organizational, and problem-solving skills.
- Proficiency with CRM systems and Microsoft Office applications.
Preferred
- Experience in janitorial, facility services, property management, or service operations.
- Account management and client retention experience.
- Experience managing contractors and field-based teams.
Benefits
Job Type: Full-time
Salary: $55,000 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Unlimited PTO
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed
COMPENSATION
On-Site Managers receive a guaranteed salary which is determined at the time of hire. This salary is intended to compensate each On-Site Manager for all time spent and all duties performed in connection with his/her employment. OSMs are expected to work 50 hours a week and the position is overtime ineligible.