Director of Operations

Job Title: Director of Operations

Status: Full Time, permanent

Location: Lower Mainland, BC

Salary:  $90,000 - $120,000

Company Overview

Alpine has grown to become one of Canada’s leading janitorial and building maintenance service providers to over 2000 distinct facilities across Canada. Our commitment to excellence and passion to serve sets us apart. With a history spanning over 40 years, Alpine has been at the forefront of various innovative industry approaches and concepts. Alpine’s brand of “Reflecting Excellence” distinguishes it from others. We aspire to always be the best, by delivering on our promises, exceeding our clients and employee’s expectations.

Job Overview

Reporting to the Vice President, Western Canada, the Director of Operations is directly responsible for all aspects of managing the operations and people at a multi building, 1,000,000 sq ft site in the Lower Mainland. In this critical role, you will be the face of our company for the client and will provide excellent customer service by building meaningful relationships and maintaining client satisfaction by coordinating between our internal team and the client to provide exceptional service. The successful candidate will oversee and supervise the service delivery by Site Managers, Site Supervisors, and a team of over 100 cleaners, and support the business by providing a roadmap and business strategy to ensure both profitability and performance. This position requires a talented and experienced individual who can communicate with our client on a daily basis and can also manage the staffing and service levels of our operations team at the site. The successful candidate must be comfortable taking on both strategic and tactical work, they will have a proven track record of building teams and be the type of leader who is willing to pitch in wherever needed in order to succeed.

Duties and Responsibilities

• Lead a team of Site Managers and Site Supervisors to maintain the highest

standard of safety, service and performance of employees

• Build and maintain positive working relationships with clients and deal with

escalated concerns and complaints

• Liaise with clients on a daily and weekly basis to provide updates on KPI’s

• Establish effective communication channel to ensure seamless flow of

communication between clients, management and respective supervisors and team

members

• Conduct business reviews to ensure clients are satisfied with our service delivery

• Developing and/or implementing work processes

• Tour sites to evaluate and direct appropriate corrective measures to address any deficiencies

• Conduct research and analysis to determine operational effectiveness, capacity utilization, and operating cost containment

• Develop effective coaching strategies to increase productivity and performance

• Manage budget, supplies and assets for the assigned areas

• Ensure quality assurance requirements are being followed and implements

innovative ideas for process improvement

Qualifications and Skills

• A minimum of 5 years of hands-on business operations and account management leadership experience in a challenging and demanding work environment

• A Bachelor's Degree in a related field is considered an asset

• Must possess operational knowledge of related industry (Prefer previous operations management experience within the building maintenance industry)

• A full understanding of budgeting and costing in relation to the account, ability to implement change where areas are underperforming and take best practices from performing areas

• Professional approach to the client and the diverse work force in the industry

• Ability to raise concerns with the client on a professional level as well to foresee potential issues that may arise based on conditions and unforeseen events

• Confidence to speak up and push back diplomatically and respectfully

• Effective leadership skills are essential in this role

• Ability to grow sales by identifying adjacent or growth opportunities

• Experience conducting quality assurance audits

• Friendly, outgoing personality with excellent communication and relationship management skills

• Proven presentation skills and experience in public speaking

• Must be self-motivated, outgoing and energetic with a high level of commitment