What You’ll Do
As Director of Operations, you will serve as the senior operational leader responsible for the execution, performance, and growth of the company’s service delivery portfolio. Reporting directly to the Executive Director, you will hold full accountability for ensuring that all programs, contracts, and sites operate with excellence across operational execution, financial performance, compliance, and customer satisfaction. This role serves as the crucial point of accountability for contract execution, site operations, and cross-functional alignment, while ensuring systems, tools, and workflows effectively support service delivery, financial performance, and scalability.
In addition to maintaining operational stability, you will be responsible for strengthening infrastructure, driving disciplined execution, and scaling the company’s facility-based services into a high-performing, integrated Total Facility Management (TFM) enterprise.
You will work in close partnership with internal and enterprise stakeholders to drive execution, ensure visibility across operations and finance, and sustain an economically aggressive and viable pipeline for ongoing business continuity and growth.
This position requires a highly accountable operator who can translate strategy into execution, build operational rigor across systems and teams, and ensure the organization is positioned for both immediate performance and long-term expansion.
Your Responsibilities Will Include
Operations Leadership & Contract Accountability
- Lead full lifecycle management of all contracts, including startup, execution, performance management, and renewal or transition.
- Maintain direct accountability for operational performance across all AbilityOne and TFM contracts, including service delivery quality, compliance, and customer satisfaction.
- Oversee multi-site operations, ensuring consistency in execution, staffing, and service standards across all locations.
- Establish clear performance expectations and accountability structures for site and facility managers.
- Identify operational risks and implement mitigation strategies to ensure uninterrupted service delivery.
- Drive the evolution of facility-based services into a fully integrated Total Facility Management (TFM) model.
Business Growth, Pipeline Development & Continuity
- Develop, manage, and actively drive a robust, multi-year pipeline of qualified business opportunities with clear conversion expectations.
- Partner with internal and enterprise stakeholders to identify and pursue new business and contract expansion opportunities.
- Support proposal development, pricing strategy, and contract negotiations.
- Ensure operational readiness for new contracts, including staffing, onboarding, and systems integration.
- Maintain a forward-looking approach to business continuity and growth.
Financial Performance & Revenue Integrity
- Own contract-level financial performance, including revenue, cost management, and margin optimization.
- Ensure accurate and timely invoicing and minimal revenue leakage.
- Monitor and improve accounts receivable performance and billing cycle timeliness.
- Partner with Finance to align operational execution with financial targets and budgets.
- Identify opportunities to improve cost efficiency while maintaining service quality.
Systems, Infrastructure & Operational Visibility
- Establish and maintain systems, tools, and standardized processes to support operations.
- Utilize platforms (e.g., Salesforce, workflow management tools) to track performance, workflows, and accountability.
- Ensure real-time visibility into contract status, operational performance, and financial indicators.
- Standardize workflows and reporting processes to improve efficiency and decision-making.
- Strengthen internal controls and safeguards related to operational and information systems.
Data, Compliance & Performance Management
- Monitor key performance indicators across contracts and programs.
- Ensure adherence to regulatory and contractual requirements, including AbilityOne standards.
- Implement data-driven decision-making and corrective actions as needed.
- Drive continuous improvement in operational performance and service delivery.
Project Management & Execution Discipline
- Oversee day-to-day programming to ensure quality and consistency.
- Provide leadership and direction to operational teams.
- Manage cross-functional initiatives to improve efficiency and scalability.
- Ensure timely completion of deliverables across all contracts.
Enterprise & Cross-Functional Collaboration
- Partner with corporate enterprise functions, including Finance, Legal, IT, HR, and Communications
- Ensure alignment with enterprise policies, procedures, and strategic priorities.
- Support enterprise-level growth, performance, and operational initiatives.
Leadership & Team Development
- Build, lead, and develop a high-performing operations team.
- Provide coaching, direction, and performance management for site and facility managers.
- Establish a culture of accountability, responsiveness, and operational excellence.
You’re a Great Fit if You Have
Education & Experience
- Bachelor’s degree in business administration or related field preferred
- Minimum of 10 years of progressive leadership experience in operations, contract management, or related fields
- Experience overseeing facility-based services (e.g., janitorial, TFM, or similar environments)
- Experience managing multi-site operations.
- Experience with contract pricing, budgeting, and business development
- Experience in regulated or compliance-driven environments is preferred.
- Security clearance eligibility preferred.
Knowledge, Skills & Abilities
- Strong operational leadership and execution skills
- Ability to manage complex, multi-site service delivery environments.
- Strong financial acumen, including budgeting, invoicing, and performance tracking.
- Experience with operational systems and tools (e.g., CRM, workflow platforms)
- Excellent problem-solving and decision-making skills
- Effective communication and collaboration abilities
What We Offer
We offer a competitive salary commensurate with experience and a comprehensive benefits package that includes:
- Health insurance (Medical, Dental, Vision)
- Paid time off (Vacation, Sick, Floating)
- Retirement plan 403(b)
- Flexible Spending Account (FSA)
- Commuter Benefits
- Life/Accident insurance
- Short-term Disability Insurance
- Long-term Disability Insurance
- Employee Assistance Plan (EAP)
