Compass Laboratory Services Jobs (NOW HIRING)

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

   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.