This is a confidential search for a growing nationwide facility services organization. We are specifically seeking candidates with experience on the service-provider side of the facility services industry… overseeing commercial maintenance and repair services delivered to external clients through internal service teams and vendor/subcontractor networks. This is not a traditional in-house Director of Facilities position.
Support the people.
Own the outcome.
Deliver an exceptional, concierge-level client experience.
We believe great leadership shows up in two places: how you take care of your people and how you take care of your clients.
We’re looking for a Director of Facility Services Operations who will make sure employees feel supported, equipped and valued while providing the direction and accountability they need to succeed. Just as importantly, this leader will take ownership of the client experience. When an issue is escalated, the Director doesn’t simply pass it along or explain what went wrong, they step in, take accountability, communicate with the client and drive the issue through resolution.
We are a well established and growing facility services organization providing maintenance and service coordination for multi-location commercial clients, with an emphasis on responsive, proactive, high-touch service.
This senior leadership role will lead the Facilities Operations team and be accountable for its people, performance, client relationships and service delivery.
What You’ll Do
- Lead, support and develop managers, team leads and service coordination professionals
- Make sure team members have the direction, resources and support they need to succeed
- Ensure clients receive responsive, proactive, high-touch service throughout the maintenance process
- Build strong client relationships by ensuring problems are owned, communication is consistent and nothing gets lost in the shuffle
- Monitor workloads and help the team navigate competing priorities, escalations and high-volume service demands
- Set clear expectations, recognize strong performance and address performance concerns directly and professionally
- Take ownership of escalated client and service issues and drive them through resolution
- Make practical staffing, compensation and operational recommendations based on performance, financial considerations and business needs
- Collaborate cross-functionally with other departments to support seamless service delivery and business operations
- Partner with senior leadership to strengthen the department and support the organization's continued growth
Who We’re Looking For
This role requires someone who brings both facilities expertise and mature, people-centered leadership. You genuinely care about the people you lead and want to see them succeed, but you also understand that supporting people means giving them clear expectations, honest feedback and accountability.
You should be comfortable making decisions, leading a busy team and taking ownership without needing constant direction.
We’re looking for:
- Significant leadership experience within the facility services industry, overseeing commercial maintenance and repair services delivered to external clients through service teams and vendor/subcontractor networks (multi-location/national account experience strongly preferred)
- Proven experience leading coordinators, account managers or service teams
- Strong working knowledge of commercial trades, work orders, SLAs, quotes, vendors and subcontractors
- Experience managing high-volume operations and competing priorities
- Strong client-facing communication and relationship-management skills
- Experience evaluating performance, coaching employees and addressing performance concerns
- Sound business and financial judgment
- The ability to make objective decisions based on performance, facts and business needs
- Professional discretion and appropriate boundaries when handling sensitive employee and company information
- Confidence to make decisions independently while recognizing when executive involvement is appropriate
- The ability to adapt quickly when priorities change without losing control of everything else that needs attention
Still With Us? For bonus points, work the word “pineapple” naturally into one of your screener answers. Don’t overthink it. We just like people who pay attention.
Remote Work Expectations
This is a full-time, work-from-home position, not a flexible work schedule. You’ll be expected to be actively working, available and responsive throughout your scheduled workday, just as you would in an office.
This is a leadership position that requires regular communication with your team, clients and company leadership by phone, email, messaging and video meetings. You’ll need a professional, distraction-free home workspace and reliable internet access.
We operate in a fast-paced facility services environment, so occasional after-hours availability may be required when business needs or urgent situations arise.
What We Offer
- Full-time remote position
- Health and dental benefits
- 401(k)
- PTO and sick time
- Continued education opportunities
- Employee referral program
Ready to Lead?
If you’ve successfully led a facility services operation and are ready to take ownership of a fast-moving department where your leadership can make a meaningful impact, we’d like to hear from you.
Pay: $120,000.00 - $130,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Referral program
Application Question(s):
- First, a deal: We promise we won't use AI to decide whether we want to meet you. In return, please answer these questions without AI. We really do want to hear from YOU. Deal?
- Tell us about your experience working on the service-provider side of the facility services industry, providing maintenance and repair services to external commercial clients. What types of clients did you support, what was the approximate scale of the operation, and what team were you personally responsible for leading?
- Okay, enough résumé stuff for a minute. You've unexpectedly been given a completely meeting-free Friday and told to spend the day doing something you genuinely enjoy. What are you doing?
- What types of commercial maintenance and repair services have you overseen?? HVAC, plumbing, electrical, roofing, doors/locks, general repairs, etc.? How involved were you personally with work orders, vendors/subcontractors, quotes, SLAs and client escalations?
- Tell us about a time you had to make a decision your team didn't like. What was the decision, and how did you handle the team's reaction?
- Every team has characters. Which one are you best at leading: the brilliant-but-disorganized one, the dependable-but-resistant-to-change one, the eager-but-inexperienced one, or the high performer who likes to challenge everything? Pick one and tell us why.
- A client escalates an issue directly to you. They're frustrated, your team made a mistake, and the client is right. Walk us through how you would handle it.
- What do you want the people who report to you to say about you when you're not in the room? And what do you hope they would never say about you?
- You're joining a team potluck. You have to bring something that earns you an invitation to the next one. What are you bringing?
- You inherit a team that has been through some change and isn't entirely sure what to expect from you. How would you approach your first 30 days as their new leader? What would you want to understand before you started making changes?
Work Location: Remote
