General Manager - Enterprise Customer Service

Reference Number: General Manager - Enterprise Customer Service
Location: California

General Manager - Enterprise Solutions Center

Responsible for the growth and retention of national accounts within a $65 million privately held janitorial and clean room services business with direct leadership responsible for a team primarily focused on servicing national and regional clients with dispersed real estate. Lead operations team located in Palm Springs, providing day to day coaching and development of team while simplifying processes to achieve differentiated service levels for our clients.  Reports directly to the CEO and is a member of the executive leadership team. 

Job Duties:

  • Engages with Enterprise Service Center clients, conducting client centric quarterly business reviews, leading client scheduled calls, addressing client requests with the focus of retaining current enterprise business while initiating opportunities to grow within same client's businesses. 
  • Responsible for maintaining contract requirements with clients, leads renewal process and pricing and profitability initiatives for designated clients.
  • Responsible for all 3rd party relationships required to service client base.

·         Determines ESC operational strategies by conducting needs assessments, performance reviews, capacity planning, and job cost analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

·         Improves systems by developing customer interaction and employee training; designing user interfaces and planning and controlling implementations.

·         Maintains and improves ESC operations by monitoring employee performance, system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.

·         Accomplishes Enterprise Solution Center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing company policies and procedures.

·         Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

·         Prepares ESC reports by collecting, analyzing, and summarizing data and trends.

·         Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

·         Maintains professional and technical knowledge by tracking emerging trends in ESC operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

·         Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Required experience:

·         The successful candidate will have a minimum of 5 years of experience in a leadership role in a customer service, logistics, or related industry environment and at least 10 years experience in sales, sales support, or business operations

·         $20 million+ full P/L experience in related industries (Facilities Management, Industrial Cleaning, Jan/San, etc.)

·         Successful business development experience managing $10 million+ singular corporate accounts

·         Specific project management experience with geographically dispersed customers

·         This individual will rely on his/her experience and judgment to plan and accomplish company directed goals and objectives

·         Experience managing, coaching and facilitating employees and others that are not direct reports is also an asset.

·         Bachelor's degree in business, administration or other related field

·         Experience developing and applying disciplined processes, methodologies & metrics to optimize customer satisfaction

·         Anticipates future business opportunities (or problems) and develops strategies to address them

·         Stellar written and verbal communication skills

·         Uses data to prioritize and make well informed decisions; while seeking strong financial return.

·         Results-oriented individual with a history of setting and obtaining stretch goals, establishing and meeting aggressive timelines, and achieving outstanding performance. 

·         Creates loyalty, trust, and following; can energize people and teams, and make cross-functional cooperation happen.

·         Recognizes and utilizes the strengths of key players; attracts the best and brightest talent to the organization; holds people accountable for agreed-to results.

·         Creates support and buy-in across a wide range of stakeholders; creates a strong network of relationships among peers, partners, external constituencies, decision makers and stakeholders. 

·         Strong influencing skills and the ability to interface effectively with senior corporate executives.

·         Proven track record of increasing revenue and productivity.

·         Confident and capable, a self-starter with minimal need for direction.

·         Intellectually robust and agile with the ability to make quick decisions when required.

·         Solid understanding of the business drivers and possess strong, global business acumen.

If you or someone you know is qualified, I look forward to hearing from you.

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