Vp Customer Support Jobs in Rochester, MI (NOW HIRING)

Our client, a commercial property management firm, is seeking a VP of Facilities.  This executive leadership position is responsible for the overall success of the division, including strategic planning, operational execution, financial performance, customer satisfaction, and team leadership. The Vice President will work closely with the executive leadership team to grow the business, strengthen client relationships, improve operational efficiencies, and ensure exceptional service delivery across all customer accounts.

Location:  Detroit, MI

Salary: 75K-105K + bonus potential

Key Responsibilities:

Leadership & Strategy

• Provide strategic leadership and direction for the Facility Care Division.
• Develop and execute growth strategies aligned with company objectives.
• Serve as a key member of the executive leadership team.
• Build, mentor, and develop a high-performing operations team while fostering accountability and continuous improvement.
• Directly manage approximately 3–5 leaders.
• Operations Management
• Oversee all day-to-day operations for the Facility Care Division.
• Ensure customer contracts are executed safely, efficiently, on schedule, and to the highest quality standards.
• Promote a culture of safety and ensure compliance with company, customer, and regulatory safety requirements.
• Ensure field readiness by maintaining appropriate staffing, equipment, and resource availability.
• Lead field communication and resolve operational issues quickly to minimize service disruptions.
• Oversee employee training and scope readiness to ensure employees have the skills, certifications, and resources needed for successful project execution.
• Develop operational processes that improve productivity, quality, and customer satisfaction.
• Allocate labor, equipment, and resources to maximize efficiency.
• Manage scheduling and routing to maximize technician productivity and customer responsiveness.
• Maintain visibility across customer accounts through communication and site visits.
• Ensure contract fulfillment in accordance with scope, quality standards, and customer expectations.

Financial & Business Management

• Own divisional budgets, forecasting, and financial performance.
• Ensure project budget adherence by monitoring labor, materials, and operational costs.
• Monitor profitability and identify opportunities to improve operational efficiency and financial performance.
• Review project estimates, pricing, and quote preparation to ensure competitive and profitable proposals.
• Partner with the sales team during proposal development to ensure operational alignment and successful execution of new business.

Customer Relations

• Build and maintain strong relationships with key customers through regular communication and site visits.
• Serve as the primary operational contact for major accounts.
• Maintain proactive client communication to ensure satisfaction and quickly resolve escalated concerns.
• Partner with clients to understand evolving facility service needs and identify opportunities to expand services.

Team Development

• Recruit, coach, mentor, and develop future leaders.
• Establish clear performance expectations and accountability measures.
• Promote a positive, collaborative culture focused on communication, teamwork, service excellence, and continuous improvement.

Qualifications:

• Bachelor's degree in Business, Operations Management, Facilities Management, Construction Management, or a related field preferred.
• 8+ years of progressive leadership experience in commercial facility services, building maintenance, property services, integrated facilities management, construction services, or a related industry.
• Proven experience leading multiple customer accounts and service operations.
• Strong financial acumen with experience managing budgets, forecasting, and P&L responsibility.
• Experience preparing estimates, reviewing quotes, and managing contract execution.
• Demonstrated success leading managers and developing high-performing teams.
• Outstanding communication and interpersonal skills with the ability to build lasting client relationships.
• Strong organizational, planning, and problem-solving abilities.
• Ability to balance strategic planning with hands-on operational leadership.

Preferred Industry Experience:

Experience within organizations providing commercial facility services such as:

• Commercial building maintenance
• Window cleaning services
• Power washing services
• Exterior building maintenance
• Property management support services
• Commercial janitorial or integrated facility management
• Multi-site service operations
• Landscape Maintenance and Design
• Asphalt and Concrete repairs and maintenance