Manager, Facility Services

ServiceChannel is the leading cloud-based service automation platform for facilities management, providing a single solution to source, procure, manage, and pay for repair and maintenance services through a network of commercial contractors. While established, ServiceChannel continues to operate with the agility and innovation of a growing technology company.

The Manager will report to the Senior Director of Facility Services and lead a team of Facility Services professionals across multiple locations. This role is responsible for driving operational excellence, enhancing customer experience, managing team performance, and supporting continued business growth through effective service delivery and process improvement.

Key Responsibilities Operational Leadership

• Lead the day-to-day operations of the Facility Services team, ensuring key performance indicators (KPIs), goals, and service levels are consistently achieved.
• Implement daily management practices to support and scale end-to-end work order management processes within ServiceChannel.
• Drive operational efficiency through standardized processes, effective resource management, and continuous improvement initiatives.
• Manage organizational complexity and competing priorities in a fast-paced, customer-focused environment.

Customer Experience & Business Growth

• Champion an exceptional customer experience while balancing operational objectives and business needs.
• Support revenue growth by ensuring customers receive high-quality, proactive service.
• Identify and resolve operational challenges impacting customer satisfaction or service delivery.
• Maintain a thorough understanding of customer accounts, business risks, and mitigation strategies.

Team Development & Performance Management

• Lead, coach, and develop Facility Services team members and leaders.
• Establish and maintain professional development plans that support employee growth and continuous learning.
• Deliver regular, balanced, and timely performance feedback through audits, coaching sessions, and performance reviews.
• Ensure team members receive comprehensive training on systems, products, business processes, and best practices.

Cross-Functional Collaboration

• Develop strong partnerships with Sales, Operations, Client Success, and other internal stakeholders.
• Communicate changes in processes, procedures, and business priorities effectively to ensure successful adoption and execution.
• Support special projects and strategic initiatives, including knowledge management, integrations, and process optimization efforts.

Account & Relationship Management

• Guide Facility Coordinators in developing and maintaining Joint Account Plans.
• Foster strong relationships with customers and internal partners to promote collaboration, issue prevention, and effective problem resolution.
• Monitor account health and proactively address operational risks.

Qualifications & Experience Required

• Bachelor's degree or equivalent professional experience; MBA preferred.
• Minimum 5 years of customer service, operational leadership, or facilities managment experience.
• Minimum 3 years of management experience leading customer-facing teams, including coaching leaders and managing escalated customer issues.
• Experience working within a high-growth, customer-centric environment.
• Proven ability to improve operational performance, customer satisfaction, and team engagement.

Preferred

• Experience within an Enterprise SaaS organization.
• Knowledge of facilities management, work order management, maintenance operations, or contractor services.
• Experience supporting multi-site or geographically distributed teams.

Key Competencies

• Strategic and operational leadership
• Customer-focused decision making
• Process improvement and continuous improvement methodologies
• Team development and employee engagement
• Strong problem-solving and analytical skills
• Excellent verbal, written, and presentation communication skills
• Ability to influence stakeholders across all organizational levels
• Adaptability and effectiveness in dynamic environments
• Strong ownership mentality with a results-driven approach

Work Environment

• Ability to support a 24/7/365 operational environment as business needs require.
• Comfortable managing multiple projects, priorities, and deadlines simultaneously.
• Thrives in a collaborative, fast-paced, and growing organization.

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About ServiceChannel

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

Pay Range

The salary range for this position (in local currency) is 88,000.00 - 147,000.00