Operations Services Supervisor

About Us

We are an established Canadian facility, maintenance company. We provide a variety of services to large retail and commercial businesses nationally.

We have a competitive compensation & benefits plan including health, dental and vision, and a pension plan after 1 year.

Job Summary

Key Focus: The Operations Services Supervisor is responsible for supporting all territories and regions in overseeing the daily operations of janitorial teams across multiple sites or facilities pertaining to Adhoc & Specialized Services delivery as a core function. This role ensures that these services are delivered efficiently, safely and to the highest quality standards, while maintaining strong customer relationships and managing staff performance.

In addition, this role will support existing territories and regions with various supervisory duties including but not limited to Night supervision, adherence to Uniforms/ID badges, Background checks, Audit & vacation coverage.

Duties and Responsibilities:

Customer Relationships & Communication

Function as the face of United to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.

Champion a customer-centric culture by aligning field team actions with customer expectations and service standards.

Lead proactive outreach and store visits to discuss performance, address operational issues, and resolve cases collaboratively.

Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.

Conduct regular business reviews with key stakeholders (e.g., VPs, District Managers) to communicate wins, risks, and action plans.

Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.

Lead

Meetings (Phone or In-person) with key customer stakeholders

Reporting on Issues Mgmt. at Region level.

Team Supervision and Leadership

Set expectations of SOW delivery

Supervise, train, and support Janitorial staff across all services

Conduct regular site visits to inspect work quality and adherence to SOW requirements

Schedule shifts and assign duties to ensure adequate coverage

Operational Oversight

Responsible for SOW & Quality of services to be delivered; Collaborate with Partner Relations to come up with action plans to improve quality and productivity

Coordinate and monitor cleaning operations to meet customer expectations

Ensure compliance with health and safety regulations, legal, uniform/ID badges compliances

Respond promptly to services issues and emergencies

Inventory & Budget Management

Monitor and control operational budgets and costs

Manage inventory of cleaning supplies and equipment

Order relevant supplies and ensure proper maintenance of cleaning equipment

Reporting & Documentation

Maintain accurate records of work completion in SF, signoffs, inspections and or any other documentation as prescribed by Customer

Prepare SF reports on KPI’s related to operational performance of services

Internal Communication

Participate in process improvement and internal business review meetings

Using SF to communicate to relevant departments on status of work

Process Compliances Operations

Responsible for process adoption within the Salesforce ecosystem.

Responsible for managing business using United technologies provided (e.g., Salesforce & Microsoft).

Support regional and or territories on key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.

Partner Change Overs (PCO).

Material Consumption.

Specials.

Visitation Audits & Case mgmt. for issues and escalations.

Lead and implement Schedules.

A.R.I and H & S Compliance.

I.D Badging & uniform compliance for all Partners & cleaners.

Onboarding and In Store Partner Training

Partner Performance Mgmt.

Inspections/reporting required by Customers for Billing purposes

Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes

Recruitment, Training & Development:

Collaborating with Talent Acquisition to support potential Partner/Sub-contractor coverage for all services to support region and territory

Collaborating with Partner Relations to support training and performance management of Partners/Sub-contractors & janitorial staff

Create an environment that encourages learning and inspires brainstorming, creativity, and innovation.

Additional Responsibilities:

Perform all daily functions in alignment with company mission, vision, and values

Work in compliance with Health & Safety policies and legislation and take every reasonable precaution to protect the health and safety of all employees and business partners

Protect company assets from damage and misuse

Perform other related duties as may be required from time to time to support business operations at store and or site level

Job Requirements and Expectation

Building strong Customer and Partner relationships

Available to address Customer and Partner needs and concerns in a timely manner.

Willing to travel frequently within the designated territory or outside the province as may be required from time to time to support the entire territory.

Ability to deal with high levels of stress and solve problems as they arise.

Ability to work flexible shifts on a rotation basis.

Available to address concerns in a 24/7 environment.

Skills:

Business acumen

Task management & Planning skills

Communication Skills: Active listening, verbal, and written communication skills

Conflict management & negotiation skills

Needs assessment and information gathering

Advanced technology competency.

Managing budgeting & costing

Expertise in floor care and cleaning procedures is an asset

Process and compliance driven

Coaching and Mentoring

Superior time management and problem-solving skills

Ability to work independently

Education/Experience

University degree in Business Administration or related operations or field experience

Minimum of 5 years’ experience in the Janitorial industry

10+ years’ experience in operational management or related roles