Director of Operations

About This Role

The Director of Operations will oversee regional operations, lead the management team, and ensure exceptional customer care and service excellence within the Columbus market for Marsden Services. This role is crucial for driving retention, growth, and fostering a high-performance work environment.

Responsibilities

• Serve as the primary operational owner for a designated book of business, ensuring service excellence, KPI attainment, customer satisfaction, retention, and growth
• Lead and support teams at customer locations to consistently meet contractual commitments, performance standards, and client expectations
• Drive the development and execution of account-level and regional growth strategies, including service expansion, process improvements, and margin optimization
• Partner with internal stakeholders to identify client needs, resolve issues, and deliver scalable solutions
• Ensure service quality, equipment standards, and performance metrics are maintained while optimizing resources and protecting fixed assets
• Own financial performance for assigned accounts and region, including budgeting, expense control, labor management, and proactive mitigation of cost or labor variances
• Advise and support stakeholders on labor-related matters including safety, scheduling, training, employee relations, and policy compliance
• Recruit, develop, and performance-manage leaders and frontline teams, addressing performance issues promptly in partnership with Human Resources
• Stay current on industry trends, client expectations, and technology to drive innovation, compliance, and continuous improvement

Requirements

• 5+ years of progressive leadership experience within facility services, janitorial, or comparable service-based operations
• Demonstrated accountability for multi-site performance and client outcomes
• Proven experience leading a decentralized, mobile workforce across multiple customer locations
• Experience managing complex projects and bids
• Ability to travel regionally up to 25%

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field preferred; equivalent senior-level operational experience considered
• Minimum of 5+ years of progressive leadership experience within facility services, janitorial, or comparable service-based operations, with demonstrated accountability for multi-site performance and client outcomes. Proven experience leading a decentralized, mobile workforce across multiple customer locations, with increasing scope of responsibility and complexity.

Nice to Have

• Bachelor’s degree in Business Administration, Operations Management, or a related field