W Services Group LLC

Compensation

Full Description

SUMMARY The Area Manager is responsible for owning daily service delivery within a designated market or territory. This includes managing Contractor Partner (CP) performance, ensuring high service quality, and acting as the frontline problem-solver for field execution and escalations. The role also includes contractor training on company standards and support of field launches, including New Store Openings (NSOs), to ensure compliance and readiness from day one. Key Responsibilities: Service Execution & Oversight • Conduct routine site visits during service times to observe contractor performance. • Check that services meet company standards and address any issues on-site. • Complete regular quality surveys at client site locations, with a focus on locations where we hold service contracts, to ensure compliance, service quality, and client satisfaction. • Build and maintain positive relationships with site managers, acting as key point of contact for service-related issues. • Stay informed about NSOs in your market and attend initial NSO visits to ensure services are set up properly from the start. • Respond quickly to any service issues sites report and provide solutions. • Understand the history and service background of each site to help anticipate needs and maintain consistency. Monitoring & Escalation • Record all performance-based contractor interactions, site visits, complaint resolutions, and surveys in Waves. • Ensure your notes are clear, complete, and up to date. • Manage all site visits at least 2 weeks prior, utilizing calendar in WAVES. • Manage all open RTS records assigned to you and close accordingly when resolved. • Keep the market team updated with clear and timely communication. • Actively engage in regular market team discussion to stay aligned on goals, priorities, contractor performance, and escalations. • Build strong, trusting relationships with office-based market team members. • Communicate openly and frequently to ensure smooth coordination, share field updates, and work together to solve issues. Contractor Partner (CP) Engagement • Build strong, professional relationships with contractors (CPs) to ensure consistent communication and performance. • Stay familiar with all CPs in your area/market—their strengths, availability, and capabilities. • Offer recommendations to the market team when a specific service need arises. • Ensure CPs understand and meet our quality standards. • Work directly with the CP to resolve the issue or plan for rework. • Step in when CPs are unresponsive or if complaints arise. • Provide coaching and guidance to help CPs succeed with our processes. • Assist in evaluating new CPs during onboarding. • Assess their cleaning experience, equipment, and skills to determine what services they can handle effectively. • Actively recruit potential new CPs. Complete a new CP LEAD survey as directed. • Ensure all assigned CPs fully understand recurring service scopes • Maintain real-time visibility into CP performance metrics. Market Reporting • Monitor Dashboard data to improve market efficiency. • Identify performance trends and recurring service issues; escalate to leadership as needed. • Provide weekly updates on contractor compliance, service outcomes, and market conditions. SPECIAL PROJECTS: • Take on additional responsibilities or special projects as required. • Provide assistance to others within and outside the department based on evolving business needs. KNOWLEDGE AND SKILL REQUIREMENTS: • Proficient with MS Office, Outlook, Word & Excel • Able to work independently and be detail oriented. • Must be a team player and have a positive demeanor • Able to multi-task and be available on call, as needed! • Must have excellent communication, organizational and decision-making skills. • Capable of performing effectively in high-pressure and fast-paced environments. • Able to communicate effectively. • Valid active Drivers License