NFM & J LP

Compensation

Full Description

Position Summary The Maintenance Operations Manager is responsible for leading and overseeing the day-to-day national operations of Master Maintenance National, a nationwide provider of routine, preventive, and emergency maintenance services. This role directs the office-based operations team responsible for coordinating and dispatching a network of skilled tradespeople and technicians across multiple markets. The Operations Manager drives operational performance, service quality, financial results, and process discipline while ensuring alignment with company strategy, growth objectives, and client service expectations. This position reports to the Senior Vice President of Operations.   This is an in-office position located in Ypsilanti, MI.   Maintenance Operations Manager Duties & Responsibilities Operational Leadership * Direct and manage daily operational activities, including scheduling, dispatching, and service coordination across national accounts. * Ensure timely, accurate, and efficient dispatch of technicians and vendors to meet service level agreements (SLAs) and client expectations. * Provide hands-on leadership, coaching, and performance management to operations staff. * Establish clear performance standards, workflows, and accountability measures across the team. * Serve as the primary escalation point for operational challenges, service disruptions, and high-priority client needs. Process & Performance Management * Develop, implement, and continuously improve operational processes, procedures, and controls to increase efficiency, response time, and service quality. * Establish and monitor key performance indicators (KPIs) related to service delivery, response time, cost control, and productivity. * Use data and reporting to identify performance gaps and implement corrective actions. * Ensure operational alignment with company initiatives, growth strategies, and client service commitments. Team Leadership & Development * Recruit, train, mentor, and develop operations personnel to build a high-performing team. * Conduct regular performance evaluations and provide ongoing coaching and feedback. * Promote a culture of accountability, urgency, collaboration, and continuous improvement. * Oversee after-hours emergency work order coordination as required to maintain service continuity. Required Education & Experience * Bachelor’s degree in business administration, Operations Management, Facilities Management, Construction Management, or a related field required. * Equivalent combination of education and relevant work experience may be considered in lieu of a degree. * 5 years of progressive operations experience in facilities management, construction services, field services, maintenance operations, or a related service-based industry. * 3 years of leadership/management experience supervising teams, preferably in a dispatch, service coordination, or multi-location operations environment. * Experience working in fast-paced, service-driven environments with high work order volume and tight response time expectations.   Maintenance Operations Manager Skills & Qualifications * Strong working knowledge of general construction, facilities maintenance, or skilled trades environments. * Proven leadership capability with experience building, coaching, and developing high-performing teams. * Strong business acumen with the ability to manage multiple priorities while maintaining focus on operational and financial performance. * Excellent communication, problem-solving, and decision-making skills. * Ability to analyze operational data and use metrics to drive performance improvements and accountability. * Proficiency with Microsoft Office Suite (Word, Excel, Outlook, SharePoint, Teams).   Preferred Qualifications * 10+ years of experience in operations within facilities services, national maintenance providers, or field service organizations. * Experience managing national or multi-site service operations. * Familiarity with ServiceChannel, UtilizeCore, or similar service management platforms. * Prior experience supporting growth, scaling operations, or integrating new clients into a service model. * Experience working with subcontractor/vendor networks across multiple geographic regions.   Physical & Work Requirements * Ability to work in a fast-paced office environment with frequent interruptions and changing priorities. * Ability to sit, stand, and use a computer for extended periods. * Availability to support urgent operational needs, including occasional after-hours coordination.   Drug-Free Workplace Master Maintenance National maintains a drug-free workplace in compliance with applicable laws and company policy. Employment may be contingent upon successfully passing a pre-employment drug screening were permitted by law.   Servis Group is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it’s about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.      Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of Servis Group to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Servis Group also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruitment Team 813-425-1985.   Monday - Friday 8:30AM - 4:30PM