Operations - Sr. Customer Experience Leader - Atlantic

Job Summary

This role will support and manage key functions within a portfolio of over $30 million, 400 plus store operations and support the lead of Area Managers and partners to provide Janitorial Services across multiple customer banners in the regions.

Implement operationally effective processes regionally to create consistent customer experiences across multiple customer banners. This role is responsible for ensuring profitability as outlined within United’s policies and strategies, by running an efficient and effective operational environment to exceed productivity and manage cost controls. This role is also responsible for increasing of revenue from the existing customers as specified in the United budget and managing a mobile workforce regionally. In addition, this role will align with communication strategies across customer banners regionally to create a continuous line of communication between customers and United in real time. This role will also act as support for Area & Account managers as required.

Duties and Responsibilities

Customer Relationships & Communication:

• Build strong relationships with customers and business partners at store level.
• Address store level customer concerns and provide timely and effective solutions to problems that have escalated above the level of direct reports.
• Support Regional Leader on all face-to-face meetings or touchpoints with key customer stakeholders (e.g., Customer District Managers (DM's) & Customer V.P level). 
• Lead

• Weekly reporting on Issues & Escalations, Action Plans to customer district managers.
• Weekly or as required, store calibration walks with customers.

Internal Communication:

Lead and support cross-functional weekly & monthly meetings with Regional & Support Teams (e.g., Partner Effectiveness, Equipment/Service, Operational Effectiveness Teams, and other support areas). 

• Daily/Weekly Process Meetings (e.g., PCO/Invoicing Meeting).
• Lead daily/weekly mentoring and coaching of AMs on performance and objectives.

Auditing Stores & Case Management:

• Create and implement Audit Schedules with AM’s and Partners.
• Manage Case management in SF: Follow up with AMs for timely closure of cases.
• Analyze case trends and case types: Provide feedback, coaching and support to AM on a regular basis on solutions, training, and action plans.
• Assist and support in Store operations training.
• Lead Audit process training to develop AMs capacity in conducting audits.

Materials Management:

• Collaborate with internal procurement team and Bunzl to manage materials budgets to ensure inventory levels are optimized specifically during peak use time.
• Proactively analyze trends on material report (i.e., partners/locations not purchasing United material) to ensure compliancy and consistency.
• Identify Partners not using authorized United materials and implement action plans to ensure compliancy.

Equipment Repair Cost Management:

• Collaborate with Partnership and Equipment Services team to manage and reduce service and invoice disputes.
• Proactively analyze trends on Equipment report (i.e., Partners with high repair costs) to ensure compliancy and consistency.

Planning & Budgeting:

• Participate in developing and implementing Retention team Annual Plans, Performance Goals & Store Budgets.

Process Compliances:

• Lead all process initiatives/implementation at store level; Work with Sr. management on identifying store level trends and process gaps.
• Lead regional customer store/calibration walks.
• Lead process adoption in Salesforce.
• Lead daily and weekly review and manage key United operational processes and KPI’s: As per Retention Priority Framework. 
• Partner Change Overs (PCO)
• Material Ordering
• S.I.N Process (Specials, In & Outs, Non-Billable)
• Quality Control & Store Audits.
• Periodic (Waxing/Stripping) Schedule. 
• A.R.I (fleet management) and Health & Safety Compliance.
• Case Management- issues and escalations.
• Utilize all available resources including quality inspections, customer complaints and customer survey results to identify trends, cross-reference information and provide solutions in areas in need of improvement.
• I.D Badging for all staff and Partners.
• In Store Partner Training and support Partner Effectiveness in Partner training Program.
• Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners.
• Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes.

 Cost Management & Controls:

• Analyze and control store budgets, monitor expenses for operations and develop strategies to decrease costs and increase profitability at store level.
• Responsible at store level for Revenue + Cost per Store; Budget Vs Actual + Gross margins.
• Responsible for the analysis and review of store level financial activities related to billing, invoicing, store budgets, cash advances from interconnected departments, customers, suppliers and subcontractors, expenses, employee hours, material costs over budget, equipment repair costs.
• Support Sr. Mgmt. for operational costing for new & existing business.                                                                  
• Monitor asset inventory, including but not limited to, equipment, supplies at store level.                                

Revenue growth in existing business:

• Implement Start-Up of new business in stores.
• Lead growth of In-store Specials business as per annual goals.

Workforce & Performance Management:

 Assist and lead Performance Mgmt. for Area Managers or other reporting roles with Regional Leaders and in adherence to HR policies and guidelines.

• Assist Regional Leaders in optimization of store level structure and resources to achieve established goals.
• Innovate and implement optimum strategies to manage a mobile workforce.

Recruitment, Training & Development:

Training Partners:

• Lead and implement training for new Processes, Equipment & Material launches.
• Identify opportunities from Audits on Partner performance management and collaborate with Partnership & L&D teams to implement action plans.

Training AMs:

• Collaborate with for hiring/recruitment/retention of employees in conjunction with Regional Leaders.
• Proactively identify training opportunities with existing AMs and create specific training plan for onboarding new AMs in conjunction with L&D.

• Responsible for managing business using United technologies provided (Salesforce/Outlook).
• Responsible for asset management.

Additional Responsibilities:

Perform all daily functions in alignment with company mission, vision, and values. Work in compliance with Health & Safety policies and legislation, and take every reasonable precaution to protect the health and safety of all employees and business partners

Job Requirements and Expectation:

• Available to address customer, employee and subcontractor needs and concerns in a timely manner.
• Willing to travel frequently within the designated territory or outside the province as may be required from time to time.
• Ability to deal with high level of stress and solve problems as they arise.
• Ability to work flexible shifts on a rotation basis.

Skills:

• Business acumen.
• Active listening skills.
• Strong verbal and written communication skills.
• Technology competency.
• Managing Budgeting & Costing within Janitorial operational environments. 
• Expert in floor-care and cleaning procedures.
• Process and compliancy driven.
• Outstanding leadership skills.
• Ability to motivate a mobile national operations team.
• Superior time management and problem-solving skills.

Education/Experience:

• Post-secondary education in business administration or related field
• Minimum of 5 years’ experience in the Janitorial industry or any other dynamic operational environment
• 5+ year experience in Area manager role or related roles in an operational environment