Senior Operations Manager

The Senior Operations Manager is dedicated to one large, national strategic account. This role is responsible for strategically and tactically developing, aligning and implementing operations programs to deliver an exceptional customer experience in ABM's service category.ABM offers a comprehensive benefits package. For information about ABM's benefits, visit ABM 2024 Employee Benefits | Staff & Management.Position Summary:The Senior Operations Manager is dedicated to one large, national strategic account. This role is responsible for strategically and tactically developing, aligning and implementing operations programs to deliver an exceptional customer experience in ABM's service category.Key job responsibilities:• Oversee operations and performance management of all ABM activity in client Fulfillment Centers.• Develop the operating standards and metrics for the ABM Program at all client Fulfillment Centers.• Enable the Senior Operations Managers to implement, inspect and enforce the standards with a goal of "Zero Defect"• Partner with the Sr. Manager for Specialty Operations to:• enable consistent ABM program performance across all client site types,• enable consistent communication to ABM field operations across all client site types, and• enable National Operations Mangers to address ABM performance issues in all client site types in their assigned territory• Partner with the Director of Leadership Development to identify, train, assess and develop ABM Project Managers, Sr. Project Managers and Manager of Operations working in the client environment• Partner with the Business Operations Manager to:• develop client-specific metrics and reporting that will be used to drive Continuous Improvement of ABM's performance; and• ensure ABM pricing proposals for fulfillment centers are delivered on time, with high levels of accuracy and market-competitive rates• take action based on the daily, weekly and monthly reports developed by the ABM Operations Analysts• ensure ABM Accounts Receivables for Fulfillment Centers are managed with urgency• Act as the second point of escalation for client Category Management regarding ABM operational performance in client Fulfillment Centers• Identify implementable opportunities to reduce ABM overhead expense across the fulfillment center portfolio• Act as an operations and account management consultant to ABM colleagues around the country working with this key account. Enable local teams to prepare, successfully implement and manage our services.• Oversee and monitor safety and security protocols for our processes and ultimately for our employees. Ensure proper training is conducted on the training schedule provided by our Health, Safety and Security department.• Drive the team to be Client centric, including developing strategies to enhance our customer service and growth, focusing on communication, service excellence, and efficiency to influence positive Client experience and feedback.• Ensure that all processes and procedures are consistent across all sites and maintain the documented process and training materials. Audit assigned locations regularly to ensure standard operating procedures are being adhered to.• Drive Visual Controls, and Standard Work best practices in Warehouse Service Operations.• Keep current on information and technology affecting functional areas to increase innovation and make appropriate recommendations to executive leadership as necessary.• Provide strategic oversight and guide teams to identify, recommend and implement changes to improve productivity and reduce cost and waste. Analyze key metrics for each fulfillment center and ensure established goals are met in the areas of performance, quality, safety, Client satisfaction, budgetary plan, etc.• Challenge the current business process and direct management to eliminate waste by reducing non value-added activities.• Mentor leaders who thoroughly understand the work; live the philosophy of the Company and teach this philosophy to others. Encourage a culture that stops to fix problems, get quality right the first time and systematically solve root cause problems.• Work directly with and challenge other management and employees within the organization to identify problems. Assist colleagues in determining solutions that will allow the Company to achieve its goals in the areas of profit, growth, retention and Client satisfaction.• Initiate, coordinate and oversee major projects across fulfillment centers, including startup training etc.• Oversee and evaluate equipment and facilities maintenance program to ensure quality as well as operational efficiency.• Participate in and contribute to site performance reviews and recommend employee training and skill development activities.• Communicate company and portfolio issues and goals. Facilitate regular portfolio review and planning calls.• Other duties or projects as assigned.Minimum Requirements:• 5+ years of distribution and/or fulfillment center experience, required• Ability to accomplish goals through others• Ability to improve processes• Ability to lead and influence people• Ability to maintain high individual productivity in a dynamic work at office / home / client site / airport environment• Analytical and problem solving skills• Excellent interpersonal skills; display empathy, understanding and patience with employees and external customers• Effective conflict resolution and negotiation skills• Effective time management and organizational skills• Excellent verbal and written communication skills• Handle multiple projects simultaneously within established time constraints• Maintain confidentiality• Perform under strong demands in a fast-paced environment• Proficient computer skills, including experience with Microsoft Office Suite, internet• Respond professionally in situations with difficult employee/vendor/Client issues or inquiries• Strong attention to detail• Work independently as well as in a team environment• Work professionally with Client and co-workers, treating both with enthusiasm and respect• Working knowledge of continuous improvement• Domestic travel over 80% anticipated• As needed while at the client sites, there will be significant amounts of walking, lifting up to 40 lbs, handling pallet jack equipment, cleaningThe company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.ABM (NYSE: ABM) is one of the world's largest providers of facility services and solutions. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services and forward-looking performance solutions that improve the spaces and places that matter most. From curbside to rooftop, ABM's comprehensive services include janitorial, engineering, parking, electrical and lighting, energy and electric vehicle charging infrastructure, HVAC and mechanical, landscape and turf, and mission critical solutions. ABM serves a wide range of industries - from commercial office buildings to universities, airports, hospitals, data centers, manufacturing plants and distribution centers, entertainment venues and more. Founded in 1909, ABM serves over 20,000 clients, with annualized revenue approaching $8 billion and more than 100,000 team members in 350+ offices throughout the United States, United Kingdom, Republic of Ireland, and other international locations. For more information, visit www.abm.com.ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you'll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you're looking for a frontline or professional position, you can find post-military career opportunities across ABM.ABM directs all applicants to apply at www.abm.com ABM does not accept unsolicited resumes.