Sr. National Account Operations Manager

Join one of the nation's rapidly expanding leaders in Commercial Construction and Facility Management!

Onsite – Akron, OH

Facilities Management

National Accounts

Vice President, Facilities Management

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The Sr. National Account Operations Manager is responsible for leading and overseeing operations for assigned national accounts, ensuring facility maintenance needs are addressed and resolved in a timely, cost-effective manner. This role leads operational teams, drives service excellence, strengthens customer and vendor relationships, and ensures consistent achievement of service, financial, and operational objectives across assigned accounts.

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• →Account Operations: Lead the workflow and performance of operations teams supporting assigned national accounts, ensuring high-quality service, client objectives, and service-level KPIs are consistently achieved.
• →Financial & Strategic Performance: Manage $10M–$40M in account revenue, with typical responsibility of $15M–$20M across seven to ten national accounts, while achieving sales growth, profitability, and strategic objectives.
• →Client & Vendor Management: Build and maintain strong client and vendor relationships, oversee escalations and work orders, review subcontractor bids, resolve pricing discrepancies, and authorize work orders up to $100,000 within established guidelines.
• →Service & Process Improvement: Monitor account workflows and performance metrics, identify service gaps and opportunities for improvement, and provide clients with recommendations, industry trends, and strategies to improve facility management processes and expenditures.
• →Team Leadership & Development: Train, coach, and support team members; lead regular team meetings and team-building activities; and oversee operational projects and work orders from initiation through completion as needed.

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• Experience & Education: 7–9 years of related experience with a Bachelor’s degree in Business Administration preferred, or 9–11 years of related experience without a degree.
• Facilities Management: At least 7 years of experience resolving client issues within a commercial facilities management or property management environment.
• Customer Service Leadership: Demonstrated success leading a telephone-based customer service operation and managing client needs effectively.
• Technical & Computer Skills: Strong computer skills, including CRM software, data entry, scheduling, and reporting, with a strong working knowledge of commercial construction and general trades.
• Problem-Solving: Proven ability to analyze complex, large-scope problems, develop effective solutions, and implement strategies to achieve successful outcomes.

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