Operations Manager

The Operations Manager is responsible for leading, managing, and directing all operations for UG2, overseeing a diverse portfolio of accounts across the commercial, life science, corporate, and public venue sectors. This leadership role demands exceptional strategic vision, high energy, and proven expertise in driving operational excellence across multiple locations. The Manager will build and lead high-performing teams, fostering long-lasting client relationships, and consistently achieve operational goals while maintaining the highest service standards.

The Operations Manager will oversee financial management, contract compliance, and ensure the efficient and cost-effective delivery of services. This position requires close collaboration with both internal teams and external contractors, as well as the ability to manage and cultivate senior-level relationships with clients and UG2 leadership.

As a strategic partner to the corporate leadership team, the Operations Manager will ensure that service-level agreements (SLAs) and key performance indicators (KPIs) are consistently met. This role will be managing diverse teams, driving operational improvements, and capitalizing on business expansion opportunities.

Job Responsibilities:

• Oversee a large portfolio of accounts, including commercial, public venues, corporate, and life sciences sectors, with annual revenues ranging from $5M to $20M.
• Act as the subject matter expert and trusted advisor on janitorial operations, project management, and client relationship management.
• Lead periodic business reviews, KPI meetings, and monthly manager meetings to ensure operational efficiency and service excellence.
• Drive account growth and expansion, managing vendor relationships, contract renewals, and pricing adjustments.
• Lead recruitment, training, and onboarding of new employees within the service teams.
• Lead a high-performing team of managers, supervisors, skilled tradespeople, and laborers, ensuring optimal service delivery.
• Oversee day-to-day operations to ensure smooth execution and the highest standards of service by directing internal teams and external contractors.
• Develop and implement detailed Standard Operating Procedures (SOPs) to ensure operational compliance and efficiency.
• Provide regular, transparent customer-facing reports, including weekly updates, project schedules, and quarterly business reviews.
• Monitor and manage the financial performance of assigned accounts, ensuring effective resource utilization and the achievement of performance targets.
• Ensure that all services are delivered on time, within budget, and in compliance with applicable codes and regulations.
• Maintain continuous compliance with contract scope and assist in bid evaluations and proposal presentations.
• Manage the transition of newly awarded accounts, providing strategic support to clients in cost-saving initiatives, budgeting, and long-term planning.
• Ensure that services are performed safely and in compliance with Federal, State, and Local laws while upholding the highest environmental and safety standards.
• Manage ad-hoc projects as required by leadership or clients, ensuring that all deliverables are met on time and within scope.
• Represent UG2 leadership at industry events, client meetings, and company functions, promoting business growth and strengthening key relationships.
• Travel as needed to troubleshoot problem accounts, assist with new account startups, and provide support to management teams across the country when needed and/or requested

Key Interactions:

• Engage with all leaders and stakeholders.
• Engage with all employees.
• Engage with client and vendors.

Supervisory Responsibilities:

• Lead the operations team with a strategic focus on accuracy, compliance and excellence of service.
• Mentor and develop staff, emphasizing skills in management and customer service.

Requirements (Knowledge, Abilities, Skills, and Education and/or Experience:

• Operations Management: Proven track record in managing complex janitorial commercial and life sciences service operations, including team development, vendor oversight, and consistently meeting high operational standards.
• Business Acumen: Strong understanding of financial models, costing, P&L management, and demonstrated success in customer satisfaction and retention.
• Leadership Skills: Exceptional ability to lead, inspire, and develop diverse teams. Proven success in building strong relationships and effectively managing large, multi-location operations.
• Financial Management: Expertise in budget management, labor scheduling, cost controls, and managing the RFP process.
• Safety & Training: Extensive experience in implementing safety protocols and developing technical training programs to maintain compliance with all relevant regulations.
• Language Proficiency: Bilingual in English and either Spanish, Portuguese, or both is highly preferred.
• Education and Experience:
  • Bachelor's degree or equivalent required.
  • Minimum 5 years of managerial experience in operations, particularly in janitorial or facilities management.
  • Proven ability to manage both union and non-union environments.
  • Flexibility to work nights, weekends, and holidays as required.
  • Ability to travel 50% or more within the Metropolitan Boston Area and occasionally outside the region.
  • Clean driving record and reliable transportation.

Working Conditions and/or Physical Requirements

• Operational site-based role.
• Ability to lift up to 45 pounds.
• Attention to detail, organization skills, and the ability to work in various physical positions, including standing, sitting, and walking.

About UG2:

Founded in 2012, UG2 is privately held and headquartered in Boston, Massachusetts. At UG2, we set the standard in facility services through our relentless pursuit of innovation and excellence. We take pride in exceeding client expectations and fostering a culture of continuous improvement.

Every team member is integral to shaping our strategy and driving our mission. By embodying our commitment to service excellence, they directly contribute to UG2's growth and our reputation for delivering unparalleled results in a client-focused industry.