ASSISTANT DIRECTOR OF OPERATIONS

Job Summary

The Soft Services Facilities Manager oversees the non-technical aspects of facility management, including cleaning, security, waste management, catering, reception, and general support services. The role ensures consistent, high-quality service delivery through effective vendor management, strong customer service, and compliance with applicable health and safety requirements.

Key Responsibilities

•    Manage day-to-day soft services operations to meet service levels, stakeholder expectations, and budget requirements.
•    Oversee contracted service providers (e.g., cleaning, security, catering, waste/recycling, reception) including scope, scheduling, and performance.
•    Conduct regular inspections and performance reviews; address deficiencies promptly and document corrective actions.
•    Serve as primary point of contact for soft services issues, service requests, and escalation management.
•    Ensure compliance with relevant health, safety, and environmental requirements; maintain required training, records, and site procedures.
•    Support incident reporting, investigations, and corrective/preventive actions related to soft services work.
•    Coordinate service schedules around business needs (meetings, events, peak occupancy, after-hours work) to minimize disruption.
•    Manage inventory and consumables (e.g., restroom supplies, PPE where applicable) to maintain availability and control costs.
•    Track and report performance metrics, budgets, and service trends; prepare monthly/quarterly updates for stakeholders.
•    Build strong relationships with internal customers; communicate changes, planned activities, and service expectations.

Required Qualifications

•    Bachelor’s degree in facilities management, business administration, hospitality, or related field; or equivalent combination of education and experience.
•    3+ years of experience managing soft services in a commercial, industrial, healthcare, education, or corporate environment.
•    Experience managing third-party vendors and service contracts, including KPI/SLA tracking.
•    Working knowledge of health and safety practices applicable to facilities/contracted services.
•    Proficiency with Microsoft Office (Outlook, Excel, Word) and work order/service request systems.

Preferred Experience 

•    Experience managing hospitality services 
•    Familiarity with sustainability and waste diversion/recycling programs.

Skills & Competencies

•    Customer-focused service mindset with strong problem-solving and follow-through.
•    Vendor management, negotiation, and performance management skills.
•    Ability to define, measure, and improve service delivery using KPIs, audits, and feedback.
•    Strong communication skills (written and verbal) with the ability to manage escalations professionally.
•    Organizational skills to coordinate multiple services, priorities, and schedules.
•    Working knowledge of applicable safety practices (hazard awareness, safe work procedures, incident reporting).
•    Basic budgeting and cost control skills; comfort working with invoices and service reporting.

•    Regular on-site presence required to manage services, conduct inspections, and engage stakeholders.
•    May require flexible hours for early/late shifts, special events, or after-hours vendor activities.
•    Ability to walk facilities, use stairs, and occasionally lift/move up to 25 lbs (e.g., supplies, signage) as needed