Director Client Relations Jobs in Portland, OR (NOW HIRING)

We are seeking a leader with janitorial/floorcare management experience to oversee cleaning contracts across multiple locations. If you’ve managed crews, executed floorcare projects, and worked directly with clients in facility services, this is the next step in your career.

Job Overview:

The  Director of Janitorial Operations oversees the execution of contract deliverables, client satisfaction, and financial performance for assigned accounts.

Primary Responsibilities:

• Serve as the main point of contact for all client-related issues.
• Manage the P&L for contracts, reviewing monthly financial reports for accuracy and continuous improvement.
• Participate in weekly/monthly KPI, P&L, operations, and maintenance calls.
• Adhere to, track and analyze data to support performance management (KPI’s and SLA’s).
• Lead weekly one-on-one meetings with direct reports.
• Develop and execute strategies to deliver quality services across all client locations, including creating a monthly visit calendar for routine client contact and account supervision.
• Plan, execute, and bill for wet work projects using Salesforce Field Service and work order management systems.
• Conduct weekly store visits based on account size and provide reports to clients and direct reports.
• Drive add-on sales and project work for new and existing customers, training QA Managers on the process.
• Respond to all requests within a timely manner and provide action plans within 24 hours.
• Acknowledge customer emails and/or phone calls within 3 hours.
• Update Account Manager with IVR changes if applicable.
• Approve expense reports in Paycom.
• Review daily IVR reports.
• Handle confidential and sensitive information with discretion.
• Recommend and implement new or modified systems and programs in collaboration with clients.
• Meet with clients and contractors to plan, organize, and adjust services as needed.
• Monitor workflow and quality to ensure timely completion and adherence to company standards.
• Submit equipment repair requests same day as needed and follow up for status updates.
• Assign tasks to staff and assume Quality Assurance Manager responsibilities when needed.
• Prepare and review performance evaluations for direct reports.
• Interview independent contractors for bids and services, with VP of Operations approval.
• Conduct in-person visits or ride-alongs with direct reports monthly.
• Perform other duties as assigned by management.

Have you worked your way up from cleaner to supervisor, and now ready to run multi-site operations? We promote from the field.

Knowledge, Skills, and Abilities:

• Minimum 2 years in janitorial, floorcare, or custodial management required.
• Strong written and verbal communication skills.
• Ability to interpret and convey detailed instructions effectively.
• Excellent multitasking, prioritization, and organizational skills.
• Demonstrates initiative, responsibility, and leadership.
• In-depth knowledge of contract administration and office procedures.
• Ability to use environmental knowledge to achieve goals.
• Willingness to travel extensively.
• Minimum 5 years in a director-level role or 7 years in facility services management.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Education/Certification:
• Bachelor’s degree from an accredited university.

Physical Demands and Work Environment:

• Frequent standing, walking, bending, stooping, and kneeling.
• Ability to lift 50+ pounds.
• Regular use of mobile devices and email for communication.
• Normal hearing and vision required for communication and document inspection.
• 90% travel, primarily by car, with extended sitting.

Personal Attributes:

• Leadership: Capable of guiding teams and managing relationships to deliver high-quality services.
• Communication: Effectively interacts with clients, vendors, and teams, both written and verbally.
• Problem-Solving: Quick to identify issues and resolve conflicts efficiently.
• Attention to Detail: Ensures consistency, quality, and adherence to customer standards.
• Organization: Manages multiple tasks and accounts efficiently.
• Customer-Focused: Prioritizes customer satisfaction and retention.
• Adaptability: Comfortable with changes in client needs and schedules.
• Time Management: Effectively balances multiple projects and meets deadlines.
• Financial Acumen: Skilled in budget management, P&L oversight, and financial reporting.
• Integrity: Maintains professionalism and confidentiality in client relations.

Reporting Relationships: Reports to Regional VP of Operations.

Directly supervises: Assistant Account Director (if applicable) and Quality Assurance Managers.