REGIONAL OPERATIONS MANAGER

Job Summary

The Resident Regional Manager plays a pivotal role in overseeing a diverse portfolio of client locations across multiple markets. Serving as the primary point of contact for client projects and escalations, the RRM partners closely with front-line managers to ensure compliance with operational standards, financial performance goals, hospitality training, and safety protocols.

This position reports to the Regional Director of Operations and supports a complex network of Site Managers and team leads.

The role is primarily based in the New York and New Jersey metropolitan area, with responsibility for providing support across the Northeast and, as needed, the West Coast.

Essential Duties

• Develops financial forecasts and budgets; balances programs and resources across assigned accounts
• Accountable for achieving financial goals and performance targets
• Ensures accuracy and timeliness of financial reporting, data, and key performance metrics
• Reviews and analyzes financial statements, weekly operating reports, and other performance data
• Monitors and audits accounting, control processes, and financial compliance within assigned accounts

Customer and Client Relations

• Maintains high levels of client satisfaction to support account retention and growth
• Administers client and customer surveys and responds promptly and effectively to feedback
• Ensures all employees demonstrate an aggressive hospitality and respect-driven service culture
• Promotes client awareness of program options and available corporate resources
• Monitors and ensures compliance with client contract terms and service level agreements
• Partners with clients to customize programs to meet site-specific needs
• Evaluates and enhances the effectiveness of client communications, reinforcing ESFM’s value proposition
• Supports development and execution of district/unit business plans and client reporting as needed

Operational Excellence and Growth

• Increases regional revenue and operating profit through service expansion and growth initiatives
• Maintains awareness of competitive landscape and market conditions, both internal and external
• Coordinates with cross-functional teams during reassessment, resale, and rebid processes
• Leverages ESFM and Compass Group resources to maximize regional performance
• Identifies and recommends new sales and organic growth opportunities
• Actively participates in bids and sales processes in collaboration with the Regional Director and Sales teams
• Plans, organizes, directs, and supervises regional operations and activities
• Establishes and enforces operational standards, workflows, policies, and procedures
• Promotes and exemplifies corporate culture, values, and management philosophy
• Demonstrates proactive leadership in achieving business goals and performance plan targets
• Ensures consistent implementation of corporate and divisional compliance programs across districts
• Conducts regular in-person and virtual site visits to maintain engagement, visibility, training, and operational oversight

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People Management and Talent Development

• Ensures appropriate staffing levels and productivity across assigned accounts
• Participates in workforce planning and implementation of human resource strategies
• Leads recruitment, selection, and onboarding of management and front-line team members
• Maintains and updates job descriptions for departmental staff
• Oversees employee relations programs and ensures consistent application across the region
• Encourages innovation, creativity, and continuous improvement among team members
• Recognizes and rewards successful program implementation and performance achievements
• Ensures compliance with all human resource policies, wage and benefit administration, and labor standards
• Develops succession plans and provides growth and advancement opportunities for high-potential leaders
• Promotes participation in training and professional development programs
• Coaches and counsels managers and hourly associates, providing ongoing feedback and performance development
• Performs additional duties and oversees supplemental site locations as assigned

Qualifications

• Bachelor’s degree or equivalent combination of education and experience in customer success, account management, or professional services
• Minimum of five (5) years of B&I experience