Facilities Program Manager

Position Summary

The Facilities Program Manager is responsible for overseeing the daily operations of assigned client facilities and ensuring services are delivered safely, efficiently, and in accordance with Service by Medallion's quality standards. This role serves as the primary day-to-day contact for the client, coordinates on-site personnel and subcontractors, supports employee development, and helps ensure operational goals and customer expectations are consistently achieved.

Essential duties include, but are not limited to: 

• Day-to-day contact for client operational needs; a high frequency of communication being required to provide steerage of the Medallion facilities programs being performed.
• Coordinating/executing both the Medallion and the sub-contractor leadership team services.
• Ensuring Daily/Weekly/Monthly customer requests/reminders are executed properly by the management teams represented at the client site(s).
• Perform and provide the coordination of all facilities business units represented at the client site(s)
• Drive and facilitate client operational strategies aligned with the company’s overall objectives to drive efficiency, productivity, and customer satisfaction with regards to facilities services.
• Oversee day-to-day operations ensuring high standards of service delivery, operational efficiency, and compliance with company policies and industry regulations.
• Lead, mentor, and develop a high-performing team, fostering a culture of accountability, continuous improvement, and professional development.
• Ensure exceptional customer service is delivered consistently across all functions, addressing any issues promptly and effectively.
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) to assess the effectiveness of operations and drive continuous improvement.
• Lead change initiatives within the operation, driving process improvements and innovation to enhance operational efficiency and service delivery.
• Identify and mitigate operational risks, ensuring that staff and vendors adhere to safety and compliance standards.
• Oversee and manage daily facilities operations to ensure contract requirements and service standards are met.
• Coordinate activities between the Client,  Service by Medallion Staff,  and Subcontractors.
• Assign work, monitor productivity, and provide coaching and direction to frontline supervisors and employees.
• Conduct routine inspections to verify quality standards and identify opportunities for improvement.
• Respond promptly to client requests and resolve service issues professionally.
• Ensure customer work orders, scheduled tasks, and preventive maintenance activities are completed on time.
• Assist with scheduling, staffing, and coverage for daily operations.
• Support employee onboarding, training, performance coaching, and ongoing development.
• Promote a safe work environment by enforcing company safety policies and OSHA requirements.
• Monitor inventory levels and coordinate ordering of supplies and equipment.
• Prepare operational reports, inspections, and client communications.
• Participate in client meetings and provide updates on operational performance.
• Collaborate with Human Resources, Safety, and other departments to support operational success.
• Ensure timely vendor management, contract oversight, and invoice approvals where applicable.
• Conduct and communicate ongoing evaluation of the Facilities’ status, as well as the performance of equipment and vendors.
• Perform other duties as assigned.

Qualifications

• Strong leadership, ownership, accountability, and organizational skills.
• Excellent customer service and relationship-building abilities.
• Effective written and verbal communication skills.
• Ability to prioritize multiple assignments in a fast-paced environment.
• Working knowledge of Microsoft Office (Outlook, Word, Excel).
• Ability to learn and utilize client-specific software systems.
• Strong problem-solving and decision-making skills.
• Knowledge of janitorial and facilities services operations required
• Commitment to safety, quality, and continuous improvement.

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  Job Requirements:

• 10+ years of experience in facilities services, janitorial operations, building services, or related industry.
• 5+ years of supervisory experience leading operational teams.
• Experience coordinating multiple work groups within a customer environment.
• Familiarity with OSHA safety requirements.
• Ability to work flexible schedules, including evenings or weekends as operational needs require.
• Flexibility to work during evenings or weekends on special projects or to meet deadlines.

• Physical Requirements:

• Ability to lift up to 25 pounds and perform physical tasks such as bending, kneeling, standing for long periods, and working at heights.
• Ability to work outdoors in varying weather conditions (e.g., heat, rain, cold).
• Ability to work in varying environmental conditions, including hot, cold, and humid environments.