Soft Services Continuous Improvement Manager

Accountabilities:

• • Analyze service execution, KPI trends, labor utilization, financial performance, and client relationships to identify root causes of underperforming soft services accounts.
  • Identify and eliminate unnecessary or inflated operating expenses to improve account health, margins, and overall financial performance.
  • Build business cases and financial models to prioritize improvement opportunities according to P&L impact, feasibility, and implementation requirements.
  • Lead margin recovery initiatives by defining project scope, timelines, deliverables, success metrics, and accountability mechanisms with account leadership.
  • Partner with Client Services and business support teams to develop and implement solutions that improve operational and financial performance.
  • Monitor improvement initiatives, communicate progress and validated financial impact to enterprise leadership, and escalate risks or resource requirements.
  • Establish governance processes that sustain performance gains after projects are completed and prevent recurring operational or margin issues.
  • Develop and standardize best-practice playbooks that can be replicated across accounts and service lines.
  • Create case studies and scalable materials that demonstrate successful improvement initiatives and support business development activities.
  • Evaluate staffing models, scheduling practices, crew structures, and resource deployment against workload and contracted service requirements.
  • Identify opportunities to reduce overtime and premium labor through improved workforce planning and scheduling.
  • Partner with site and account leadership to right-size teams and align labor spending with contractual scope.
  • Identify productivity-limiting skill gaps and coordinate training or development initiatives to improve service quality and workforce effectiveness.
  • Reduce external vendor dependency through opportunities for insourcing, process improvement, training, and workforce capability development.
  • Drive adoption and expansion of AI-enabled tools, automation, and digital platforms that improve service delivery and reduce operating costs.
  • Partner with technology and business optimization teams to pilot, deploy, and scale AI-driven solutions across applicable accounts.
  • Collaborate with Finance, Business Development, Commercial Operations, and Human Resources to align continuous improvement initiatives with broader business priorities.
  • Support new business development, account growth, and client transitions by providing operational insights, performance data, and proven best practices.
  • Travel approximately 50% to client sites and other business locations as required.

  Requirements:

  • Bachelor’s degree in facilities management, business, or a related discipline, or equivalent professional experience.
  • 7+ years of experience in soft services operations or facilities management, preferably with multi-site or portfolio-level responsibilities.
  • Demonstrated success delivering measurable P&L improvements through operational efficiency, continuous improvement, or performance optimization initiatives.
  • Strong analytical capabilities, with experience using labor utilization, KPI, budget, and financial data to diagnose operational problems and prioritize solutions.
  • Solid understanding of P&L management, budgeting, financial statements, and the relationship between operational decisions and financial outcomes.
  • Proven experience leading cross-functional projects from initial scoping and chartering through implementation and measurable completion.
  • Working knowledge of quality inspection systems, work-order platforms, or other technology used to manage soft services operations.
  • Strong project management, problem-solving, and decision-making skills, with the ability to translate complex operational issues into practical solutions.
  • Ability to influence account and enterprise stakeholders and drive initiatives across teams without relying solely on direct authority.
  • Comfortable operating in a fast-paced environment with multiple priorities and a strong focus on measurable outcomes.
  • Willingness and ability to travel regularly to client sites.
  • Lean Six Sigma certification is preferred.
  • Experience deploying or scaling AI-enabled technologies within janitorial, office, mailroom, groundskeeping, or related services is a plus.
  • Previous experience in continuous improvement, operational excellence, or process improvement within soft services or a related services environment is preferred.
  • Experience optimizing workforce structures, staffing models, scheduling, and crew sizes against contracted service requirements is advantageous.

  Benefits:

  • Competitive annual compensation of $127,500–$150,000, depending on factors such as location, experience, qualifications, and applicable employment conditions.
  • Fully remote work within the United States.
  • Health, dental, and vision insurance options.
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA), where eligible.
  • Retirement savings plans.
  • Life and disability insurance programs.
  • Paid and unpaid time-off programs.
  • Opportunity to work on high-impact operational improvement initiatives with measurable financial outcomes.
  • Exposure to emerging AI-enabled technologies and automation within soft services operations.
  • Cross-functional collaboration with Finance, HR, Business Development, Commercial Operations, and technology teams.
  • Opportunity to influence enterprise-wide processes, standards, and best practices.
  • Travel opportunities to diverse client environments and operational sites.