CLIENT SERVICES MANAGER

Job Summary

Customer Service Manager serves as the single point of contact of accountability for site operations across two client locations, leading a team of approximately 10 associates delivering integrated office and facilities support services. This role goes beyond daily execution, it is responsible for owning the service delivery model, elevating the client experience, developing talent, and driving operational excellence. The ideal candidate is a hands-on leader and strategic operator who can assess current-state operations, modernize processes, and build a high-performing, cross-trained team aligned to both client culture and ESFM standards. 

Key Responsibilities Overview:

•    Client Partnership & Strategic Leadership
•    Serve as the primary client-facing leader, building strong relationships with key stakeholders 
•    Facilitate regular business meetings to review operational performance, address priorities, and align on strategy 
•    Develop and present strategic business reviews, including service enhancements, efficiency improvements, and growth opportunities 
•    Anticipate client needs and proactively recommend solutions that elevate the workplace experience 
•    Ensure seamless alignment between client expectations and ESFM service delivery standards 
•    Operations & Service Delivery Ownership 

Oversee all site services, including

•    Mail, shipping & receiving
•    Copy/Print services 
•    Reception & front-of-house experience 
•    Facilities support & maintenance coordination 
•    Evaluate and redesign workflows to create a modern, efficient, and scalable operation 
•    Establish and monitor KPIs, SLAs, and performance metrics 
•    Ensure consistent, high-quality service delivery across both buildings 
•    Drive continuous improvement through process optimization and innovation 
•    People Leadership & Team development 
•    Lead, coach, and develop a team of 10 associates, fostering a culture of accountability, collaboration, and service excellence 
•    Direct all people management activities including hiring, onboarding, coaching, performance management, and offboarding 
•    Build a cross-trained, flexible workforce to ensure coverage and operational continuity 
•    Provide ongoing feedback and create professional development opportunities for team members 
•    Promote a culture of engagement, recognition, and respect 
•    Safety & Risk Management 
•    Champion a strong safety culture with a focus on prevention and accountability
•    Lead initiatives including Near Miss Reporting, safety audits, and safety meetings 
•    Conduct task analysis to identify risks and implement proactive mitigation strategies 
•    Ensure compliance with all safety policies and procedures 
•    Financial & Administrative Management 
•    Manage labor planning, scheduling, and payroll oversight 
•    Monitor and adjust forecasts and budgets based on operational and staffing changes 
•    Ensure accurate billing, invoice review, and cost control 
•    Identify opportunities for efficiencies and cost optimization

Culture & Program Integration

•    Drive integration into the client’s workplace culture while maintaining ESFM standards and programs 
•    Ensure consistent execution of company initiatives, training, and best practices
•    Act as a culture carrier, reinforcing expectations around service, professionalism, and accountability

Qualifications and Skills

•    3-5+ years of experience in office services, workplace services, hospitality, or facilities operations leadership 
•    Proven ability to lead teams and manage client relationships in a fast-paced environment 
•    Strong operational mindset with experience improving processes and driving efficiencies 
•    Experience managing multi-service environments (mail, reception, facilities support, etc.) preferred 
•    Financial acumen, including budgeting, forecasting, and labor management 
•    Excellent communication skills with the ability to engage frontline teams through executive stakeholders 
•    Demonstrated ability to influence, problem solve, and drive results 
•    5 Years of B&I experience

What Success Looks Like in This Role 

•    A fully accountable site leader who owns the operation end-to-end
•    A high performing, cross-trained team delivering consistent service excellence 
•    Strong, trusted client partnerships and proactive communication 
•    A visible safety culture with reduced incidents and increased reporting 
•    Continuous improvement in service delivery, efficiency, and client satisfaction
•    Must be proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook.

Working Conditions

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.