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About the Role
Broadway National is seeking an Operations Manager to oversee customer proposals, analyze operational reporting, monitor team performance, and ensure client satisfaction. This role involves direct management of staff, client relationship management, and process improvement.
Responsibilities
- Audit and review customer proposals for accurate pricing, proper scope, and client alignment.
- Analyze operational reporting to support job completion, improve workflows, and maintain customer satisfaction.
- Monitor team performance, identify trends and coaching opportunities, and improve accountability, productivity, and operational efficiency.
- Conduct deep-dive reporting analysis for internal Quarterly Business Reviews (QBRs).
- Complete, manage, and run work orders to support operational demands and meet client expectations.
- Develop and maintain strong client relationships, serving as a secondary escalation point for operational concerns.
- Travel as needed for client meetings, operational reviews, and QBRs.
- Directly manage Operations Coordinators and other assigned staff, including coaching and performance management.
- Ensure proper work order distribution in accordance with company policies and operational standards.
- Step into various team roles as needed to support operational continuity.
- Partner with Sales and Account Executive teams to lead and participate in client calls.
- Ensure workflows are followed, identify operational bottlenecks, and implement process improvements.
- Lead the resolution of operational issues and escalations.
- Respond to clients, service providers, and associates professionally and expediently.
- Review and approve employee timecards/payroll hours.
- Enter and/or ensure accurate billing information for credit card transactions.
- Adhere to all company policies and procedures.
- Perform additional duties as assigned or required.
Requirements
- Proven experience in operations management with direct people-management or supervisory responsibility.
- Strong customer service skills with excellent phone and communication etiquette.
- Strong problem-solving, analytical, and decision-making abilities.
- Excellent leadership skills with the ability to manage, motivate, coach, develop, and hold team members accountable.
- Strong verbal and written communication skills.
- Ability to multi-task and prioritize in a fast-paced environment.
- Pro-active, organized, and detail-oriented.
- National retail and facility maintenance experience preferred.
- Experience working with and managing sub-contractors preferred.
Skills
- Customer Service
- Communication
- Problem-Solving
- Analytical Skills
- Decision-Making
- Leadership
- Team Management
- Coaching
- Accountability
- Multi-tasking
- Prioritization
- Organization
- Detail-Oriented
Location
- National
Work Type
- Full-time
Experience Level
- Management
- Supervisory
Education Level
- Bachelor's degree preferred
- Equivalent combination of education and experience will be considered
Benefits
- Medical
- Dental
- Vision
- Company paid Group Term Life Insurance
- 401(k) Retirement Savings Plan (company match)
- Paid vacation
- Sick/personal time
- Floating holidays
- Paid Holidays
About the Company
- Broadway National provides national and international Property Management services to high profile clientele throughout a wide range of businesses including Tech, Restaurant, Super Market, Facility Maintenance, Retail, Specialty and more.
- At Broadway National, we are committed to creating a supportive, growth-focused environment where employees have the tools, training, and opportunities to succeed.
- As our business continues to grow, we encourage our employees to grow with us while delivering exceptional service to our clients.
Equal Opportunity
- We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.